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