The Gold Standard for Support

The Gold Standard for Support

GoldSeal Support is a Tier 1 and 2 maintenance package, with ownership of Tier 3 escalation and hardware replacement requests. We resolve issues seamlessly with an industry leading ticketing system, a proven customer support process and dedicated product teams.

Our goal is to enable you to achieve maximum uptime by providing exceptional responsiveness and product-specific technical guidance.

Benefits

• Resolve issues quickly by talking directly to product experts
• One call does it all with GoldSeal, from first call to resolution
• Count on technical help when you need, 24x7
• Enjoy more services than traditional maintenance packages
• Expect excellent service with proven highly rated customer service

Hours

9:00 a.m. - 5:00 p.m. your local time (Continental U.S.)
Emergency Service 24 x 7

Definitions and Terms

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Service Level Objectives

Severity Level	Definition	Response Time	Expected Resolution Time
P1 = Critical	Product is down, critically effects end user production environment	1 Hour	24 Hours
P2 = High	Product is impaired, end user production up, but impacted	2 Hours	3 Business Days
P3 = Medium	A Product function has failed, end user production not affected. Vendor is aware of the issue and a workaround is available	4 Hours	10 Business Days
P4 = Low	Non-critical issue, does not impact end user business. Feature, information, documentation, how-to and enhancement requests from the end user	Next Business Day	Request Dependent

Accessing The GoldSeal Service Desk

The GoldSeal Service Desk uses a proprietary ticketing system. This easy to use system has been customized to enable you to successfully track and manage support requests.
Use the GoldSeal Service Desk ticketing system to:

• Create a service request ticket
• View the status of an existing support ticket
• View the status of professional services engagements
• Update your company profile, passwords, permissions and more
• View contracts