How can I access 24/7 support?
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Simply log into the platform and use our chat functionality or email our team at support@goodtime.io
Is 24/7 available to all customers?
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Yes. 24/7 is for all of our customers.
How quickly can I expect a response and resolution of my query?
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The response and resolution of tickets depends on a few factors. We have a response and resolution time chart below.
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Customer tickets are classified into 5 categories based on severity level. The most severe will be tackled first before lower severity tickets.
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Because our engineering team is not yet 24/7, please note that S2-S5 level tickets that come in after 6PM PT may be addressed further the following business day. S1 tickets will be addressed immediately.
Support Response Targets
How much information do I need to provide to get my ticket answered?
Generally speaking, we ask that you send us as much information as you have so that we can assist you as quickly as possible. Some information that can be helpful:
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Screenshots of the issue and your workflow
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Error messages
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Candidate(s) name(s) and email address(es)
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Interviewer(s)
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Position
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Interview template name (and any modifications you made to the panel events or interviewers)
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Date/Time range
If you are experiencing a broader issue that is not associated with any specific interview(s), please provide as many of the following details as you can:
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Who - Is the issue impacting the coordinator, interviewer, or candidate? Are you the only user experiencing the issue, or other users as well?
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What/Where - Please provide a clear description of what the issue is and where you are seeing it.
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Which section of the product are you in?
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Which feature are you using?
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When - Are you currently experiencing the issue? If it happened in the past, was it a one-time or recurring problem?
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Why - If you have a question about GoodTime features, please explain why you would like to see a certain feature and how it would help your process to help us best address your request.
If you would like to view tickets you've submitted to the Support team, you can follow the steps outlined here: How can customers view the ticket status of their requests?