Gradial Deal Desk

Last updated March 22, 2026

Artifact Taxonomy

Brand/Workspace

A Workspace is a team space in Gradial — specific tasks and projects assigned to a specific product group or team. A Workspace includes its own Brand guidelines and QA checks. For example, an auto manufacturer with 5 brands would most likely have 5 Workspaces in Gradial, each with its own Brand guidelines and QA checks.

Email

  • Email from Creative Brief
  • Email from Prompt
  • Email from Figma
  • Email from Ticket
  • Translated Email

Content Updates

  • Content Updates on Web Pages and Email
  • Content Updates Initiated from Report
  • Incremental Edits Post Page Creation
  • Ticket Creation
  • Ticket Write-back

Assets

  • Asset Upload to DAM or other system and Asset Tagging
  • Asset Variants
  • Net New Asset Creation
  • Copy Change in Static Image

Pages

  • Page from Creative Brief
  • Page from Prompt
  • Page from Figma
  • Page from Ticket
  • Translated Page
  • Migrated Page

Reports

  • QA Report and Accessibility Report
  • Site Scan Report
  • Side by Side Edit Comparison Report
  • Optimizer Buyer Agent Report
  • GEO Report

Paid Media and Social Media Posts

  • Paid Media Generation
  • Posts from Prompt
  • Posts from Creative Brief
  • Posts from Figma
  • Posts from Ticket

Support Definitions

Description of capabilities and coverage included in each support tier.

Basic Support

  • Access to ticketing portal for issue submission and tracking
  • Business-hours coverage (Mon–Fri, 9am–5pm PST)
  • Access to self-service knowledge base and documentation
  • Standard release notes and product update communications
  • Best-effort response for Severity 1; queued handling for Severity 2/3

Professional Support

  • Everything in Basic, plus accelerated SLA response times
  • Named support contact for consistent issue handling
  • Quarterly business reviews with usage analytics and optimization guidance
  • Priority ticket routing with escalation paths to engineering
  • Proactive monitoring alerts and early access to new feature previews

Enterprise Support

  • Everything in Professional, plus 7-day coverage with fastest SLAs
  • Forward deployed engineering support with dedicated Slack/Teams channel
  • Weekly calls with forward deployed team; custom onboarding and training
  • Direct escalation to senior engineering; post-incident root cause analysis
  • Dedicated Customer Success Manager with monthly strategic reviews and roadmap input

Service Turnaround Times

Response and resolution targets by tier and severity level.

Severity Definitions

Severity 1Production outage or severe service degradation with no viable workaround; causes significant and immediate business impact.
Severity 2Partial service outage or major degradation affecting core functionality; workaround may exist but impact is meaningful to operations or users.
Severity 3Non-critical issue with limited business impact; functionality largely intact and a reasonable workaround is available.

Starter

CoverageMon–Fri (9am – 5pm PST)
Support ChannelsTicketing Portal
Severity 1
Initial Response1 Business Day
Target ResolutionBest effort
Severity 2/3
Initial Response4 Business Days
Target Resolution6 Business Days

Professional

CoverageMon–Fri (9am – 5pm PST)
Support ChannelsTicketing Portal
Severity 1
Initial Response5 Business Hours
Target ResolutionBest effort
Severity 2/3
Initial Response3 Business Days
Target Resolution5 Business Days

Corporate

Coverage6 Days a Week (except Sunday)
Support ChannelsTicketing Portal + Dedicated Slack/Teams
Severity 1
Initial Response4 Business Hours
Target ResolutionBest effort
Severity 2/3
Initial Response2 Business Days
Target Resolution4 Business Days

Enterprise

Coverage7 Days a Week
Support ChannelsTicketing Portal + Dedicated Slack/Teams
Severity 1
Initial Response1 Business Hour
Target ResolutionBest effort
Severity 2/3
Initial Response1 Business Day
Target Resolution3 Business Days