Terms of service

Fixes and Improvements

Goldfinger does not specify a timeframe for feature improvements and bugs. However, it is taken into consideration by the team to be included in future releases. Customizations are taken on a case-by-case basis and may incur a charge depending on the scope of work involved.

Priority Process

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

1. Severity of issue
2. Importance to customer
3. Applicability to other customers via feedback and discussion on forums, boards and the Atlassian marketplace
4. Availability of acceptable workarounds
5. Availability of customer 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 EST, Monday to Friday except holidays. 

Contacts
Email requests to support@goldfingerholdings.com 

Tickets can be raised on our support tracker at http://support.goldfingerholdings.com/.

Ticket System

We provide best effort response time via our ticketing system. Of course, you are welcome to try other avenues of support such as an email after making a ticket, but official support is via ticketing system only.