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
Telephone: North America +1 415 689 5737 | UK +44 (20) 8610 9501
Ticket Severity Definitions and Response Times
TICKET SERVICE LEVELS
SEVERITY
DESCRIPTION
ACKNOWLEDGEMENT & INITIAL RESPONSE TIMES
RESOLUTION
Severity One (1)
Urgent
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)
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.
Moogsoft will continue to work with the End User until the Issue is Resolved.
Severity Two (2)
High
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.
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.
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
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.
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
Low
An enhancement request, question, or irritant
No direct system impact on the use of the Product.
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.
Product releases.
SEVERITY
Severity One (1)
Urgent
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)
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.
Moogsoft will continue to work with the End User until the Issue is Resolved.
SEVERITY
Severity Two (2)
High
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.
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.
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
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.
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
Low
DESCRIPTION
An enhancement request, question, or irritant
No direct system impact on the use of the Product.
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.
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.