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24/7 Support

  • Updated

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 strive to collect a minimum amount of critical information so that we can assist you as quickly as possible. 

  • [If relevant and the most importantly], the interview URL (i.e. https://a.goodtime.io/dashboard/interview/340d25bc-4190-4d11-afba-043391d53bf9)
  • [If relevant], error messages
  • [If relevant], impacted candidate emails or impacted interviewer emails
  • Impact
    • Impacting one interview or many
    • Impacting one user, multiple or org wide
    • One time or recurring

  • Screenshots of the issue and your workflow

  • [Optionally but much faster resolution time] Screen recording

If you would like to view tickets you've submitted to the Support team, you can follow the steps outlined here: How can I get an update on my support tickets?

 

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