Support Levels
Moboom will use commercially reasonable efforts to meet the following response times, but cannot guarantee that a resolution will be accomplished in such timeframe.
| Support Plan Feature | Premium Partner |
|---|---|
| Self-help resources support | Yes |
| Online ticket creation | Yes |
| Business Hours* | 24 x 7* |
| Initial Response Times | Level 1 - .5 hour Level 2 - 4 hours Level 3 – 12 hours Level 4 - 1 day |
| Named Contacts | Depends on level |
| Development escalation priority | Depends on level |
| Post-incident report requests | Depends on level |
* Business hours are based on Pacific Standard Time (San Francisco, CA)
** Weekend coverage is limited to only L1 issues.
Support Includes
Support Does Not Include
If you need this kind of assistance, you should check out the Moboom Experts in the Market – they typically provide these services.
Support Response SLAs
Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:
| Severity Level | Description Examples |
|---|---|
| Level 1 - Critical | Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. |
| Level 2 – Urgent | Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export. |
| Level 3 – Medium | System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. |
| Level 4 – Low | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. |
EXCLUDED ITEMS
Support does not include any of the following:
Knowledge Prerequisites
Administering Moboom products and building sites requires a baseline technical skill set including but not limited to:
Customers are responsible for maintaining their own sites and customizations. Moboom Support will provide guidance on this but we will not be able to provide these services. If you require further assistance with this level of customization, please consider the following sources:
Help with Unsupported Issues
Moboom Market products come from a variety of third-party providers. For help with these extensions, please consult with the provider on the extension page in the marketplace. It contains all of the means to get in touch with this provider.
The Moboom forum is the best place to learn about the platform, exchange ideas with other community members and find help.