Goodpartner Support

Dedicated support area for Goodpartner customers.

Qualified and organized technical support

The Goodpartner Help Desk is exclusive to clients. If you are not yet a client and would like information, please contact us via the contact form.

Our support operates through a structured ticketing system that allows us to log, track, and resolve each request in an organized manner.

When submitting a request to the Help Desk:

Your request has been forwarded to the responsible team.
All communication is centralized in the same process.
You can monitor the resolution status in real time.

This model ensures greater control, speed, and clarity in all interactions.

How Goodpartner support works

Support is provided through our Help Desk system, ensuring organization, historical record-keeping, and continuous follow-up until resolution.

Sending a structured request

Submit your request through the ticketing system and describe the situation in detail. Each request is logged and forwarded to the responsible team.

State monitoring

View the status of your orders at any time. Your entire interaction history is consolidated in one place.

Organized communication

All responses and updates are made within the same ticket to avoid fragmented email exchanges and loss of information.

Dedicated technical support

Our team reviews each request and monitors the process until it is resolved, to ensure continuity of service.

Contact us

We are available to assess your operational context and identify the solution best suited to your industry and technological infrastructure.

TELEPHONE

+351 219 618 632

(Call to the national fixed-line network)

info@goodpartner.pt

ADDRESS

Rua Charneca de Cima, Bloco 2, Armazém O, Ral 2710-456 Sintra Portugal

Frequently Asked Questions about Goodpartner Support

Who can request support from Goodpartner's Help Desk?

The Help Desk is a dedicated support channel for Goodpartner clients for logging and tracking requests related to the contracted solutions and services.

How can I submit a support request?

You must submit the request through the Help Desk using the "Submit a ticket" option, describing the situation and its impact on operations to expedite diagnosis.

Can I track the status and history of my orders?

Yes. In the Help Desk you can view existing tickets, track the status of a request, and review the associated communication history.

What kinds of issues can I report to support?

Requests related to payment system integrations and operational continuity (incidents, failures, exceptions, and the need for technical intervention), within the scope of the Support & maintenance service.

Does the support apply to attended and unattended TPAs?

Yes, when they are part of the contracted project/solution. Goodpartner works with attended and unattended TPAs, including self-service scenarios, depending on the client's context.

Does support cover integrations with banking networks and billing systems?

Goodpartner supports integration with banking networks (e.g. SIBS/EMIS) and billing software/existing systems, depending on the project. Issues related to these integrations can be handled via ticket.

Are there support agreements that include an SLA?

There is the possibility of agreements tailored to the criticality level of the operation (including SLA/coverage), depending on the project and client needs.

What should I include when submitting a ticket to expedite its resolution?

Include: type of solution/equipment involved, problem description, error messages, when it started occurring, operational impact, location and any steps already taken. This aligns with your internal diagnosis and escalation approach.