Support Tiers, Service-Level Agreements, and Ticket Severity Definitions

Effective date: June 25, 2026

GoldFinch Cloud Solutions provides technical support to help customers use standard GoldFinch functionality and resolve product issues.

This article explains:

• Who is eligible for GoldFinch Support
• Available support channels and hours
• Standard Support and billable consulting services
• Ticket severity definitions
• Initial-response targets
• Customer responsibilities
• The difference between response time and resolution time

Support Eligibility

Customers with an active GoldFinch subscription are eligible for:

• Technical support for GoldFinch products
• Customer service assistance
• Guidance on using standard GoldFinch functionality
• Access to the GoldFinch Help Center and knowledge base

Customers must maintain active Salesforce and GoldFinch subscriptions to remain eligible for support.

Before Submitting a Support Request

Before opening a ticket, search the GoldFinch Help Center for relevant documentation, training materials, and troubleshooting guidance.

When submitting a request through the Customer Portal, Zendesk AI may automatically suggest relevant articles based on the ticket subject. These suggestions may provide an immediate answer without requiring assistance from a support specialist.

Support Channels

Customer Portal

Submit support requests through the GoldFinch Customer Portal.

We log all requests upon receipt, assign a ticket number, and route them to the appropriate GoldFinch resource.

If you do not have access to the Customer Portal, contact GoldFinch Support to request an account.

Email Support

Send support requests to:

support@goldfinchcloudsolutions.com

Email requests are converted into support tickets and assigned a ticket number.

Support Hours

You may submit support requests 24 hours a day, seven days a week.

The GoldFinch Support team actively monitors and responds to requests during the following business hours:

Monday through Friday, 9:00 a.m.–5:00 p.m. Eastern Time

Response targets are measured in business hours or business days during the published support schedule.

Standard Support

Standard Support is included with an active GoldFinch subscription at no additional charge.

Standard Support includes:

• Troubleshooting and correcting verified defects in the standard, unmodified GoldFinch application
• Answering questions about standard GoldFinch functionality
• Providing guidance on standard product usage
• Answering basic how-to questions
• Providing access to the GoldFinch Help Center and knowledge base

Standard Support is intended to help customers use GoldFinch as designed and resolve issues involving standard product functionality.

Requests involving implementation, configuration, customization, data services, training, accounting assistance, or business consulting may require billable consulting services.

Billable Consulting Services

The following services are outside the scope of Standard Support and are generally billable:

• System configuration or reconfiguration
• User training
• Data import, correction, cleanup, or migration
• Accounting review, reconciliation, or financial consulting
• Business-process analysis or optimization
• Third-party integration assistance
• Custom reports and dashboards
• Custom workflows or automation
• Custom development or enhancements
• Investigation of issues caused by customer-specific configuration, data, customizations, or third-party applications

These examples are representative and not exhaustive.

If GoldFinch determines that a request falls outside Standard Support, it will treat the work as a billable consulting service. Before beginning billable work, GoldFinch will follow the billing-approval process previously agreed upon with the customer.

Depending on the customer’s arrangement, approval may include:

• An estimate
• Written authorization
• Prepaid support or consulting hours
• A purchase order
• Another approved billing arrangement

Ticket Priorities and Initial-Response Targets

GoldFinch classifies support requests into three priority levels based on business impact, urgency, and the availability of a reasonable workaround.

GoldFinch will make commercially reasonable efforts to meet the following initial-response targets:

Critical Priority

Select Critical when:

• The Production system is unavailable.
• A critical production business process has stopped.
• Users cannot continue an essential operation.
• No reasonable workaround is available.

Examples may include:

• Users cannot access the GoldFinch Production environment.
• An essential production transaction-processing function is unavailable.
• A critical operational or accounting process cannot continue.
• A verified system issue prevents multiple users from completing time-sensitive work, with no reasonable workaround.

A request is not normally Critical when:

• The issue occurs only in a sandbox.
• Only one record or user is affected.
• A reasonable workaround is available.
• The request concerns configuration, training, documentation, reporting, or an enhancement.
• The issue does not prevent an essential business process from continuing.

When reporting a Critical issue, explain the affected process, the number of users affected, the business impact, and why no reasonable workaround is available.

Standard Priority

Select Standard for defects, configuration questions, or other issues requiring investigation or technical assistance.

Examples may include:

• A GoldFinch feature does not work as expected.
• A particular record or transaction cannot be processed.
• A report, page, field, button, or calculation produces an unexpected result.
• A scheduled process or integration reports an error.
• Assistance is needed to troubleshoot existing functionality.
• Configuration assistance is required.

Classify most technical support requests as Standard unless they meet the Critical definition or are general informational requests.

Configuration assistance that requires GoldFinch to perform configuration or reconfiguration may be treated as a billable consulting service.

Low Priority

Select Low for requests that do not materially interrupt business operations.

Examples include:

• General how-to questions
• Information requests
• Documentation requests
• Minor display or formatting concerns
• Product suggestions
• Enhancement requests
• Nonurgent questions about available functionality

Customers are encouraged to search the GoldFinch Help Center or review the articles suggested by Zendesk AI before submitting a Low-priority request.

GoldFinch evaluates enhancement requests separately from product defects. Submitting an enhancement request does not guarantee approval, development, or a delivery date.

How Ticket Priority Is Determined

Customers may select an initial priority when submitting a request. GoldFinch may review and adjust the priority based on:

• Whether the issue affects Production or a sandbox
• The number of users, records, transactions, or locations affected
• Whether a critical business process has stopped
• Whether a reasonable workaround is available
• The operational or financial impact
• Whether the issue involves standard GoldFinch functionality
• Whether sufficient information has been provided for investigation

A customer deadline alone does not necessarily make a request Critical. Priority is based primarily on the actual system and business impact.

If the impact changes after you submit a ticket, update the existing ticket with the new information. Do not submit a duplicate ticket.

Initial Response Versus Resolution

The response targets in this article apply to GoldFinch’s initial response, not final resolution.

An initial response means GoldFinch has acknowledged the request and begun reviewing or investigating it. The response may:

• Confirm receipt of the request
• Request additional information
• Provide troubleshooting instructions
• Recommend a workaround
• Explain the next investigative step
• Route the request to the appropriate GoldFinch resource

Resolution times depend on the issue's complexity and cause and are not guaranteed.

Resolution time may be affected by:

• The ability to reproduce the issue
• The quality and completeness of the information provided
• Required customer access or participation
• Customer testing and approval
• Customer-specific configuration or customization
• Data correction requirements
• Third-party integrations
• Salesforce platform dependencies
• The need for custom development or a package update

Information to Include in a Support Request

To help GoldFinch investigate efficiently, include:

• A clear description of the issue
• The affected environment, such as Production, UAT, or another sandbox
• The affected GoldFinch module or business process
• Screenshots or screen recordings, when helpful
• The complete and exact error message
• Relevant Salesforce record links or record IDs
• Steps to reproduce the issue
• The expected result
• The actual result
• The date and approximate time the issue occurred
• The number of users or transactions affected
• Any recent configuration, integration, data, or package changes
• Any workaround or troubleshooting already attempted

For transaction-related issues, include the applicable document or record number, such as a Sales Order, Purchase Invoice, Warehouse Shipment, Item Journal, or General Journal number.

Do not include passwords, verification codes, access tokens, banking credentials, or other sensitive authentication information.

Customer Responsibilities

Customers are responsible for:

• Maintaining active Salesforce and GoldFinch subscriptions
• Maintaining appropriate system administration and user-security practices in their Salesforce org
• Providing GoldFinch with appropriate access to the affected environment when needed for troubleshooting
• Providing enough information to reproduce reported issues
• Testing changes in a sandbox before deploying them to Production
• Maintaining appropriate data backups and security controls
• Responding promptly to requests for additional information
• Completing requested testing and confirming results

Delays in providing requested information, access, or test results may affect the investigation and resolution timeline.

Avoid Duplicate Tickets

Do not submit multiple tickets for the same issue. Duplicate tickets can split relevant information across several requests and delay the investigation.

Add new examples, screenshots, error messages, test results, and changes in business impact to the existing ticket.

If troubleshooting identifies a separate issue, GoldFinch may ask the customer to submit a separate request.

Escalating a Support Request

If the business impact of an existing issue materially increases, update the existing ticket and provide:

• The current business impact
• The number of users or transactions affected
• Whether a critical process has stopped
• Whether a workaround remains available
• Any time-sensitive operational deadline
• New examples or error messages

GoldFinch will review the updated information and reevaluate the ticket’s priority when appropriate.

Our Commitment to Customers

GoldFinch values every customer relationship and strives to provide responsive, knowledgeable, and professional support.

Whether resolving a product issue, answering a question, or helping customers maximize the value of their GoldFinch investment, the GoldFinch team is committed to each customer’s long-term success.