By purchasing a Novaworks application, you automatically gain access to a number of resources, including technical support. Our support staff is on hand between the hours of 9am and 6pm Eastern time. Technical support includes both phone support and e-mail support.
For phone support, call (585) 424-1700.
For e-mail support, send e-mails to firstname.lastname@example.org. Please use this address, even if you are working with a particular technical support representative, as this will ensure the most timely response.
We always do our best to respond as soon as possible.
On-Line Support Community
All users can access a number of training materials and support resources via our On-Line Support Community. Signing up for an account is free. Visit the On-Line Community page for more information.
For customers who want support above and beyond our standard support package, we offer a 24/7 Platinum Support package. When you buy Platinum Technical Support, you receive access to all the features of the On-Line Community and also 24/7 emergency telephone and web support. Platinum Support is meant to provide work-arounds for conversion and other GoFiler software related issues in order for you to be able to deliver your products or services. Platinum Support does not include XBRL mapping and structural questions or matters related to EDGAR information or procedures.
For customers who choose this package, special features will be added to their Novaworks On-Line Community account as well as a special PBX code for after-hours telephone access. We provide a two hour or better return call or e-mail (as requested) to answer the issue or develop a work-around.
Please call for pricing. Platinum Support is meant for emergency after-hours response and is not a substitute for 24/7 general support for overseas operations.