Moogsoft Support
We will ensure that you receive the best support along your transformational journey of event management to situational awareness and AIOps workflow.

Support Tickets and Related Discussions

Additional Contact Methods

Email: support@moogsoft.com

Telephone: USA: +1 415 689 5737 | UK: +44 (0) 20 86 10 9501

Ticket Severity Definitions and Response Times

TICKET SERVICE LEVELS

SEVERITY

DESCRIPTION

ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES

RESOLUTION

Severity One (1)
Urgent
Critical Issue that severely impacts the use of the Product.

The Product:
• is down or unavailable;
• can’t be accessed or logged into;
• crashes when restarted; or
• isn’t processing alerts or situations data (or the incoming data is corrupted or lost)
Within 30 minutes upon contacting the Telephone Support
Moogsoft will provide a Workaround or Restoration within 4 hours from the Initial Response Time.

Moogsoft will continue to work with the End User until the Issue is Resolved.
Severity Two (2)
High
An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.

Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.
Within 4 hours after the Issue is registered
Moogsoft shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.

If no reasonable Work-around is available, Moogsoft will continue to work with the End User until the Issue is Resolved.
Severity Three (3)
Normal
A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing mediumto-low impact on the use of the Product.

Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.
Within 24 hours after the Issue is registered
Moogsoft will continue to work with the End User until the Issue is Resolved
Severity Four (4)
Low
An enhancement request, question, or irritant

No direct system impact on the use of the Product.
Within 48 hours after the Issue is registered
Issues may be addressed in future

Product releases.

SEVERITY

Severity One (1)
Urgent

DESCRIPTION

Critical Issue that severely impacts the use of the Product.

The Product:
• is down or unavailable;
• can’t be accessed or logged into;
• crashes when restarted; or
• isn’t processing alerts or situations data (or the incoming data is corrupted or lost)

ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES

Within 30 minutes upon contacting the Telephone Support

RESOLUTION

Moogsoft will provide a Workaround or Restoration within 4 hours from the Initial Response Time.

Moogsoft will continue to work with the End User until the Issue is Resolved.

SEVERITY

Severity Two (2)
High

DESCRIPTION

An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.

Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.

ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES

Within 4 hours after the Issue is registered

RESOLUTION

Moogsoft shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.

If no reasonable Work-around is available, Moogsoft will continue to work with the End User until the Issue is Resolved.

SEVERITY

Severity Three (3)
Normal

DESCRIPTION

A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing mediumto-low impact on the use of the Product.

Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.

ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES

Within 24 hours after the Issue is registered

RESOLUTION

Moogsoft will continue to work with the End User until the Issue is Resolved

SEVERITY

Severity Four (4)
Low

DESCRIPTION

An enhancement request, question, or irritant

No direct system impact on the use of the Product.

ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES

Within 48 hours after the Issue is registered

RESOLUTION

Issues may be addressed in future

Product releases.

For High Priority issues, please call us directly for immediate support.

Any feedback on the quality of our support services is welcome and can be sent directly to us via email at support@moogsoft.com.