24/7 Support – GoodTime Support

How can I access 24/7 support?

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?

Yes. 24/7 is for all of our customers.

How quickly can I expect a response and resolution of my query?

The response and resolution of tickets depends on a few factors. We have a response and resolution time chart below.
Customer tickets are classified into 5 categories based on severity level. The most severe will be tackled first before lower severity tickets.
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

Priority	Acknowledgement	Workaround	Permanent Fix	Definition/Example
P0 - Critical	Within 30 minutes. Updates every 4 business hours until a cause is determined.	1 Business Day, if feasible	As appropriate (may be included in the next software release rather than as a patch, depending on the issue)	GoodTime Service cannot be accessed to conduct critical business functions; Data corruption occurs under normal circumstances.
P1- High	Within 4 business hours. Updates every business day until a cause is determined.	3 Business Days, if feasible	As appropriate (may be included in the next software release rather than as a patch, depending on the issue)	Major functionality broken or compromised and no workaround exists; Slow performance which severely impedes productivity; incorrectly calculated values.
P2 - Medium	Within 1 Business Days	10 Business Days, if feasible	GoodTime’s Discretion	Minor functionality broken where a workaround exists; marginal performance which slightly impedes productivity.
P3 - Low	Within 3 Business Days	N/A	GoodTime’s Discretion	Cosmetic issues or GoodTime Services inconsistencies where normal business functions are unaffected; Help system issues.
P4 - Enhancement Request	Within 5 Business Days	N/A	GoodTime’s Discretion	Customer requests made to further enhance the functionality of the GoodTime Service.

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:

Screenshots of the issue and your workflow
Error messages
Candidate(s) name(s) and email address(es)
Interviewer(s)
Position
Interview template name (and any modifications you made to the panel events or interviewers)
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:

Who - Is the issue impacting the coordinator, interviewer, or candidate? Are you the only user experiencing the issue, or other users as well?
What/Where - Please provide a clear description of what the issue is and where you are seeing it.
- Which section of the product are you in?
- Which feature are you using?
When - Are you currently experiencing the issue? If it happened in the past, was it a one-time or recurring problem?
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?

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