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Contact Support

How to get help with Grillo products and services.

Support channels​

Documentation​

Start here for common questions:

Email support​

For issues not covered in documentation:

Email: support@grillo.io

Include in your email:

  • Your organization name
  • Sensor serial number(s) if applicable
  • Description of the issue
  • Steps you've already tried
  • Screenshots if helpful

Response time: Typically within 1-2 business days

Emergency support​

For critical issues affecting earthquake detection or alerts:

Contact information for urgent issues available to subscribers with appropriate support plans.

Before contacting support​

Check the documentation​

Many issues are covered in our guides:

Gather information​

Help us help you faster by collecting:

For sensor issues:

  • Sensor serial number
  • LED status/color
  • Network type (WiFi/Ethernet/Cellular)
  • What you've already tried

For dashboard issues:

  • Browser and version
  • Screenshots of the problem
  • Steps to reproduce

For account issues:

  • Email address on account
  • Organization name

Try basic troubleshooting​

Common fixes:

  1. Refresh the page
  2. Clear browser cache
  3. Restart the sensor (unplug for 30 seconds)
  4. Check network connectivity
  5. Try a different browser

What to include in support requests​

Good support request​

Subject: Sensor GR001234 showing offline for 24 hours

Hi,

My Grillo One sensor (serial: GR001234) has been showing offline in the dashboard for the past 24 hours.

What I've tried:

  • Verified power (LED is solid green)
  • Checked WiFi is working (other devices connected)
  • Restarted the sensor

The sensor is connected to a 2.4GHz WiFi network. Nothing has changed in the network configuration.

Organization: ACME Research

Please advise on next steps.

Not helpful​

My sensor doesn't work. Please fix it.

Support hours​

Standard support:

  • Monday - Friday
  • 9 AM - 6 PM (timezone TBD)
  • Excluding holidays

Premium support:

  • Extended hours available
  • Faster response times
  • Contact sales for details

Feature requests​

Have an idea for improving Grillo?

Email: feedback@grillo.io

Include:

  • Description of the feature
  • Use case / why it would help
  • Any examples or mockups

We review all suggestions but cannot guarantee implementation.

Bug reports​

Found a bug in the dashboard or documentation?

Email: support@grillo.io

Subject line: Bug report - [brief description]

Include:

  • What you expected to happen
  • What actually happened
  • Steps to reproduce
  • Browser, OS, and device
  • Screenshots or screen recording

Sales inquiries​

For pricing, bulk orders, or enterprise plans:

Email: sales@grillo.io

Website: grillo.io

Partnership inquiries​

For research collaborations, integrations, or partnerships:

Email: partnerships@grillo.io

Social media​

Follow Grillo for updates:

  • Twitter: @graboratori
  • LinkedIn: Grillo

Community​

Join the Grillo community:

  • Community forum (if available)
  • User meetups
  • Research collaborations

Response expectations​

ChannelTypical response
Email (standard)1-2 business days
Email (premium)Same business day
EmergencyWithin hours

Feedback on support​

Help us improve! After your issue is resolved, let us know how we did.