Support

– Customers –

Application Support Service Moroku provides support between 9:00am and 5pm AEST. Fault reports will be accepted via email to support@moroku.com. Responses times will be in accordance with the times as detailed in the Application Service Levels section below.

Where a fault is in the application, Moroku will provide a new build of the application and promote it into production.

Moroku will fix all Severity 1 and 2 application faults .

All Severity 3 & 4 faults will be documented and completed under any Creation Services agreements

Application Fault Severity Levels  

Application Service Levels

 

All times for response or workaround are based on business hours, AEST Monday to Friday 0900 – 1700 excluding public holidays

Severity

Target time for initial response

Target time for resolution or workaround

1

2 hours

8 hours

2

4 hours

24 hours

3

8 hours

48 hours

4

72 hours

N/A

 

24*7 and other timezone support available . Price on Application