Support Policy
Effective January 1, 2024
Support Policy
Customers with an active subscription may contact our GoldFinch support professionals with Technical Support, Customer Service, and Business Application questions in two ways:
Via email to support@goldfinchcloudsolutions.com (preferred method)
Sending an email for support ensures that your request for assistance is logged immediately and assigned a case number. It will then be routed to the appropriate GoldFinch resource so that it can be resolved in the most efficient manner.
Emailed support requests can be submitted 7 days per week, 24 hours per day. Our support team is actively monitoring support requests Monday through Friday from 9am to 5pm Eastern. Support requests received outside these hours will be addressed as appropriate based on the urgency level.
Phone
By calling 908-272-3088 ext. 9 (live support professionals available Mon-Fri, 9am to 5pm Eastern)
No Charges for GoldFinch ERP Managed Package Code-Related Error Messages
Customers with an active GoldFinch subscription will not incur charges for support related to error messages directly associated with the GoldFinch ERP managed package code. This coverage includes issues stemming from errors within the standard GoldFinch ERP package, provided that these errors are not caused by customizations, third-party integrations, or user errors.
Scope of Coverage
Included
Errors and issues directly related to the GoldFinch ERP managed package code.
Excluded
Errors resulting from custom modifications, third-party software, or user-induced issues.
Formal user training and development are expressly excluded from support and will be billed at the standard hourly rate.
If a support request results in formal user training or development, an estimate will be submitted for approval prior to rendering the service.
Documentation and Reporting
To ensure that your issue qualifies for coverage under this provision, please provide detailed information about the error, including screenshots or error codes, when submitting your support request. This will help our support team accurately categorize and address the issue.
Resolution Process
When an error message covered under this provision is reported, our support team will address it in line with our standard support processes. For issues outside the scope of this coverage, standard billing rates will apply.
Effective Dates
Implementation Period
The first 30 days after Go-Live are considered part of the Implementation period.
The implementation services estimate provided will have allocated time for support during this period and will be billed as implementation services.
Support Period
On the 31st day after the Go-Live date, the Support period will begin. Support will be billed “as-you-go" on a time and materials basis at our standard hourly rate.