Support Policy

At GoldFinch, we take pride in delivering white-glove support to every client. Our goal is to help your team stay productive, confident, and focused—without being slowed down by technical issues.

This policy explains what is included in your GoldFinch subscription and when additional services may apply.

Included in Your GoldFinch Subscription

Your active subscription includes access to ongoing product enhancements and expert assistance to keep your system running smoothly.

You’ll receive:

• ✅ Unlimited Product Updates
  Access to all new product features, enhancements, and maintenance releases at no additional charge.

• ✅ Unlimited Online Resources
  Full access to GoldFinch Knowledge Base articles, documentation, and training videos to support self-learning.

• ✅ Unlimited Support for GoldFinch Errors
  Coverage for issues determined to be GoldFinch software defects ("bugs") or system errors. These are resolved as part of your subscription.

Billable Services

Some requests go beyond standard product support and require consulting or technical services. These are billed at your contracted hourly rate.

Examples include:

• User Training & Consulting
  Personalized coaching, onboarding new users, system optimization, workflow design, or business process guidance.

• Custom Development or Enhancements
  New features, automations, reports, or integrations not included in standard functionality.

• Third-Party or User-Induced Issues
  Issues caused by customizations, third-party applications, sandbox testing, or user configuration changes.

Estimates for billable services, if available, will be provided in advance for approval.

How to Contact GoldFinch Support

• Email: support@goldfinchcloudsolutions.com

• Support Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time
  Requests received outside of business hours are reviewed on the next business day and prioritized based on urgency.

Tips for Faster Resolution

For quicker assistance, please include the following with your support request:

• 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)

Providing complete information ensures faster and more accurate troubleshooting.

Our Commitment to You

Every support request is an opportunity to serve you better. Whether we’re resolving an issue, improving a workflow, or helping you plan for growth, our mission is to support you with clarity, confidence, and care—every step of the way.

Article Support-Policy  ·  Last updated October 23, 2025 · GoldFinch ERP Help Center