Effective Date: 6/25/26
Overview
GoldFinch Cloud Solutions is committed to providing responsive, knowledgeable, and professional support to help our customers maximize the value of their GoldFinch investment. This Support Policy explains the support services included with your active subscription, available support channels, response targets, and the types of services that may require additional consulting fees.
Support Eligibility
Customers with an active GoldFinch subscription are eligible for technical support for GoldFinch products, customer service assistance, and guidance on using standard GoldFinch functionality.
To help resolve issues as quickly as possible, we recommend using the following resources:
Search the GoldFinch Help Center
Review documentation, knowledge base articles, training materials, and troubleshooting guides.
Submit a Request through the Customer Portal
Zendesk AI will automatically suggest relevant knowledge base articles based on the subject of your request, often providing an immediate solution. If you don't already have access to the Customer Portal, please contact our support team, and we'll be happy to set up your account.
Email Support
Email: support@goldfinchcloudsolutions.com
To help us resolve your request as quickly as possible, please include:
- A clear description of the issue
- Screenshots or exact error messages
- Record links or IDs (if applicable)
- Steps to reproduce the issue
- Environment detail (Production or Sandbox)
All support requests are logged upon receipt and assigned a ticket number. Requests are routed to the appropriate GoldFinch resource to ensure timely and efficient resolution.
Support Hours
Support requests may be submitted 24 hours a day, 7 days a week.
Our support team actively monitors and responds to requests during the following business hours:
Monday – Friday 9:00 AM – 5:00 PM Eastern Time
Standard Support (Included with Active Subscription)
Standard Support is provided at no additional charge and includes:
- Troubleshooting and correction of verified defects in the standard, unmodified GoldFinch application.
- Questions about standard GoldFinch functionality and product usage.
- Basic how-to questions.
- Access to the GoldFinch Help Center and knowledge base.
Standard Support is intended to help customers use GoldFinch ERP as designed and to resolve issues involving standard product functionality. Requests involving implementation, customization, or business consulting may require billable consulting services.
Billable Consulting Services
The following services fall outside the scope of Standard Support and are considered billable consulting services. The examples below are representative and not exhaustive.
- 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 integrations.
- Custom reports, dashboards, workflows, or automation.
- Custom development or enhancements.
- Investigation of issues caused by customer-specific configuration, data, customizations, or third-party applications.
If GoldFinch determines that a request falls outside the scope of Standard Support, the work will be treated as a billable consulting service. Before performing billable work, GoldFinch will follow the billing approval process previously agreed upon with the customer, which may include estimates, written approval, prepaid support hours, purchase orders, or other authorized billing arrangements.
Customer Responsibilities
Customers are responsible for:
- Maintaining active Salesforce and GoldFinch subscriptions.
- Maintaining appropriate system administration and user security practices within their Salesforce organization.
- Providing GoldFinch with appropriate access to the affected environment when necessary for troubleshooting.
- Providing sufficient information to reproduce reported issues.
- Testing changes in a Sandbox environment before deploying to Production.
- Maintaining appropriate data backups and security controls.
- Promptly responding to requests for additional information.
Response Targets
GoldFinch will make commercially reasonable efforts to respond to support requests within the following timeframes:
| Priority | Description | Target Initial Response Time |
| Critical | Production system is unavailable, or a critical business process cannot continue without a reasonable workaround. | 4 business hours |
| Stanard | Defects, configuration assistance, and other requests that require investigation or technical assistance. | 1 business day |
| Low | General how-to questions, information requests, documentation requests, and enhancement requests. Customers are encouraged to first search the GoldFinch Help Center or use the Customer Portal, where Zendesk AI may provide an immediate answer. | 2 business days |
Initial response targets refer to the time required for GoldFinch to acknowledge receipt of the request and begin investigating the reported issue. Resolution times depend on the complexity of the issue and are not guaranteed.
Our Commitment to You
We value every customer relationship and strive to provide responsive, knowledgeable, and professional support. Whether we're resolving an issue, answering a question, or helping you maximize the value of your GoldFinch investment, our team is committed to your long-term success with GoldFinch.
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