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

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Additional Contact Methods

Email

Telephone

USA: +1 415 689 5737

UK: +44 (0) 20 86 10 9501

India (only): +000 800 100 4539

Ticket Severity Definitions and Response Times

View Support Agreement
Severity Description Customer
Touch Point
Response Time
Severity One (1) Critical The product is “down” and out of production, interrupting utilization. A dedicated video bridge will be established 30 minutes acknowledgement upon direct phone call
Severity Two (2) Major A consistent problem impacting functionality but isolated to a smaller user community or a specific non-critical functionality. Updates will be provided every 3 – 5 hours 4 hours acknowledgement upon receipt of issue
Severity Three (3) Minor A non-critical failure described as intermittent. End users are able to complete work successfully. Updates will be provided daily 24 hours acknowledgement upon receipt of issue
Severity One (1) Critical
Description The product is “down” and out of production, interrupting utilization
Customer
Touch Point
A dedicated video bridge will be established
Response
Time
30 minutes acknowledgement upon direct phone call
Severity Two (2) Major
Description TA consistent problem impacting functionality but isolated to a smaller user community or a specific non-critical functionality
Customer
Touch Point
Updates will be provided every 3 – 5 hours
Response
Time
4 hours acknowledgement upon receipt of issue
Severity Three (3) Minor
Description A non-critical failure described as intermittent. End users are able to complete
Customer
Touch Point
Updates will be provided daily
Response
Time
24 hours acknowledgement upon receipt of issue

Ticket Service Levels

Problem
Priority
Description Impact Acknowledge
& Assign
Workaround Resolution
Severity One (1) Critical System, major subsystem or feature failure or being inoperative Product cannot be used for any period of time 30 minutes upon direct phone call 8 Hours 5 Business Days
Severity Two (2) Major Service-affecting system or feature problem/deficiency Feature cannot be used 4 Hours 40 Hours Product issues prioritized during next scheduled release cycle
Severity Three (3) Minor Other violations of agree-upon specified functionality Conditionally usable: work-around is available 24 Hours 10 Business Days Product issues prioritized during next scheduled release cycle
Severity One (1) Critical
Description System, major subsystem or feature failure or being inoperative
Impact Product cannot be used for any period of time
Acknowledge
& Assign
30 minutes upon direct phone call
Workaround 8 hours
Resolution 5 business days
Severity Two (2) Major
Description Service-affecting system or feature problem/deficiency
Impact Feature cannot be used
Acknowledge
& Assign
4 hours
Workaround 40 hours
Resolution Product issues prioritized during next scheduled release cycle
Severity Three (3) Minor
Description Other violations of agree-upon specified functionality
Impact Conditionally usable: work-around is available
Acknowledge
& Assign
24 hours
Workaround 10 business days
Resolution Product issues prioritized during next scheduled release cycle

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.