• 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.



  • • 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


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


Definitions and Terms

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