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Support 2019-03-06T14:16:59+00:00

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

Ticket Severity Definitions and Response Times

View Support Agreement

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 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 Two (2) Hight
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 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 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.