Effective Thursday, April 3, 2025, the Granicus Support Portal will be available as a centralized platform for contacting support, tracking product and service updates, and accessing help articles.

Key Changes

• Starting April 3, 2025, all new OneMeeting support cases must be submitted through the Granicus Support Portal.

• Existing open and closed cases will remain in the RockSolid Support Portal and will be migrated to the new system in the coming months. Additional details on the migration process will be shared soon.

Account Setup

On March 27, 2025, OneMeeting customers will receive an email from support@granicus.com with instructions on how to set up and access their account through the Granicus Support Portal.

Additional Resources

For guidance on using the Granicus Support Portal, refer to the Support Portal Guide.

We will continue to provide updates and support throughout this transition. However, if you have any questions, please contact us at support@primegov.com or support@granicus.com.

Contact Support - Methods and Resources

Main Contact Methods:

• Customer Portal at https://support.granicus.com – Customer Managed Priority
• Email at support@granicus.com and support@primegov.com – No Priority by Default
• By Phone: 1.800.314.0147 option 1 – Immediate Priority
  • Voicemail generates a ticket if an agent is unavailable to connect

Normal Support Hours:

Monday – Friday, 6 AM – 6 PM MST

• All issues during Normal Business Hours

Holidays:

• New Years Day
• Martin Luther King Jr. Day
• President’s Day
• Memorial Day
• Juneteenth
• Independence Day (4th of July)
• Labor Day
• Election Day
• Thanksgiving Day + Day after
• Christmas Day + (Day before or Day after, whichever is closest to the weekend)

Support Portal:

• https://support.granicus.com/s/getsupport 
• Submit and Manage Tickets
  
  • Register to access the Granicus support portal or log in to your existing account. 
    
    
  • Select Product Suite - GovMeetings and Product - OneMeeting
    
    
  • Fill out any additional information. Please include screenshots, links, and any information to help us get to the root of your issue!
    
    
  • Select the Next option at the bottom of the page to continue. 
    
    
  • Upload any images you would like added to your ticket and select the "Create Case" button.
    

Solutions:

• https://support.rocksolid.com and https://support.granicus.com
• Knowledgebase - Helpful Articles and How-To Guides!
• Release Notes

Status Page:

• https://rocksolid.status.io/
• Real-Time System Status
• Release Notifications https://primegov.releasenotes.io/