What Is The GoTeam Priority Service Queue?

This article answers frequently asked questions about the priority service queue for GoTeam subscribers, as well as general service-level questions for all subscription plans.

 

Q:    What is the GoTeam Priority Service Queue?

A:    Requests for assistance from our GoTeam subscribers get placed in a queue that is prioritized ahead of requests from subscribers covered under other plans. This is one of the benefits of purchasing a GoTeam subscription.

 

Q:    Do all requests from GoTeam subscribers get handled before all other requests?

A:    No. Being a GoTeam subscriber is only one of the criteria used to prioritize service requests. Other factors include the scope and impact of an issue, and the time-sensitive nature of the request. GoAnimate is committed to providing outstanding service to all of its customers, but our GoTeam subscribers come first, all else being equal.

 

Q:    How long should I expect to wait for a response to my inquiry?

A:    It depends on the nature of your request. The table below shows response targets, and are measured in business hours or days (not a 24 x 7 clock).

   

Priority

Definition

Response Target

Priority 1

A major service outage with no work-around

Help Center: All major service outages are tracked and documented on our Help Center.


Phone: Immediate, or call-back in 4 business hours


Chat: Immediate, or email response in 4 business hours


Email: 4 business hours

Priority 2

A material service outage with a work-around

Phone: Immediate, or call-back in 8 business hours


Chat: Immediate, or email response in 8 business hours


Email: 8 business hours

Priority 3

A time-sensitive request for assistance or information

Phone: Immediate, or call-back in 1 business day


Chat: Immediate, or email response in 1 business day


Email: 1 business day

Priority 4

A non-time-sensitive request for assistance or information

Phone: Immediate, or call-back in 2 business days


Chat: Immediate, or email response in 2 business days


Email: 2 business days



Q:    What are GoAnimate’s support hours?

A:    From 6:00 am to 5:30 pm, Pacific Time, Monday through Friday, excluding common U.S. holidays.

 

Q:    Are extended support hours available?

A:    Not at this time, but if market research indicates a strong enough demand for this service, we may offer it in the future.




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