Once you submit a support ticket, here is what to expect.
Confirmation
You will receive an email confirming your ticket has been created. This email includes your ticket number, which you can use to reference the issue in any follow-up communication.
Review
GO support is handled directly by the leadership team. Tickets are reviewed in rounds during CET mornings (10:00 to 12:00) and evenings (20:00 to 22:00). We aim to respond to every ticket within 24 hours. Some days may require more time due to setup releases and other commitments. For more details on how our support is structured, see How Support Works.
Resolution
Once the issue is resolved, the ticket will be marked as solved. You will receive a notification. If you feel the issue was not fully resolved, you can reply to the ticket to reopen it.
Since support is managed by the same team that builds and runs GO, escalation is essentially immediate. There is no separate department or queue. If your issue requires deeper investigation, the team handling your ticket is already the team that can fix it.
Feedback
After resolution, you may receive a short satisfaction survey. Your feedback helps us improve our support process.
Need help?
If you are still experiencing issues, check the Troubleshooting section for common solutions. If you cannot find what you are looking for, open a support ticket and our team will help you out.