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Support Ticket System*
TestRay: https://goldfingerholdings.atlassian.net/servicedesk/customer/portal/23
CRM App for Jira Cloud: https://goldfingerholdings.atlassian.net/servicedesk/customer/portal/27

Priority Process
Incoming triage and serious bugs take precedence over other requests. Requests are prioritized based on criteria including but not limited to:

 

• Severity of issue.

• Importance to customers.

• Applicability to other customers via feedback and discussion on forums, boards and the Atlassian Marketplace.

• Availability of acceptable workarounds.

• Availability of customers to provide access to the Goldfinger team to access the instance via remote access.

 

Business Hours
Our offices are located across the world and we shall try to resolve your request as soon as possible. Core business hours are from 9 AM – 5 PM PST, Monday to Friday.

Contacts
Select “Contact Us” from the footer menu on our home page.

Tickets and Response Time
Tickets can be raised on our support tracker at the links listed above.

Goldfinger commits to responding to all customer support tickets within 48 business hours of receipt, Monday through Friday. This is a firm commitment applicable to all paid plan tiers. Response time commitments by plan are as follows:

• Pro: Response within 48 business hours, Monday to Friday.

• Business: Response within 48 business hours, Monday to Friday.

• Enterprise: Response within 24 business hours, Monday to Friday.

 

Official support is provided via our ticketing system only. While you are welcome to use other avenues such as email, response time commitments apply exclusively to tickets submitted through the official support portal.