GoodData Support Services
Committed to your holistic success
Our online product forums are a great starting point for any issue or troubleshooting. If you are unable to find the relevant answers, our GoodData experts are ready to help! Whether you have how-to questions, technical issues, or need assistance making modifications to metrics and reports, our GoodData experts give you fast, expert answers.
Our staff will work with you in troubleshooting and resolving specific issues relating to your use of the GoodData software-as-a-service platform. With access to your project, GoodData staff will partner with you in this endeavor, collaborating toward specific troubleshooting tasks to expedite resolution of issues.
If challenges go beyond the scope of support and into the realm of new implementations and customizations, we will facilitate the transition to GoodData Consulting Services.
Online Support Portal
Login access to the GoodData Support Portal is available to all GoodData customers. The Support Portal allows customers to access the GoodData Forums, GoodData product documentation, and an online form for submitting support tickets. The Support Portal is located at http://support.gooddata.com.
Email Support
All GoodData customers are offered email support. Support tickets are created for all requests coming to support@gooddata.com.
Telephone Support
For GoodData Customers who choose our Premier and Elite success plans, our Support experts are available via phone to work with you through any issue. When contacting GoodData support, having detailed information about your support issue, readiness to invite our agents into the relevant project and your individual contact information will expedite resolution.
Coverage
Support coverage for customers with an Elite success plan is available 24x7, excluding major US holidays.
Standard support coverage for all customers, and telephone support for customers with a GoodData Premier plan is available during the following time periods: 12:00 AM Monday through midnight Friday, US Pacific Time excluding major US holidays.
Priority Levels
GoodData will assess the priority of your requests and provide first response based on the following guidelines:
• Urgent Priority is an emergency condition where you cannot use a critical business function of the GoodData Service, and the issue affects the majority of users. This level includes system unavailability or data integrity issues.
• High Priority is, other than any urgent priority issue, any condition that makes the GoodData Service inoperable and threatens future productivity. This level includes persistent issues affecting individual projects or significant performance degradation. Examples are failures of data connectors that prevent loading or syncing of new data into customer projects.
• Normal Priority is, other than any urgent or high priority issue, a minor problem condition that the customer can easily circumvent or avoid using reasonable means.
