Keeping our customers serving theirs.
Moroku application support and maintenance services are aimed at ensuring that the applications we build and operate for our custoemrs are highly available, reliable, and adaptable to the demands of the changing and competitive market the infrastructure and software operate within.
Proactive and Reactive
Moroku operates sophisticated monitoring services on our client applications such that we intend to be first to know of system outages. Under these conditions we will tell you when we discover outages and our resolution plans.
Other times our clients find bugs or identify new features they want. These are submitted through either email or Jira where they are triaged by Moroku.
Service Levels
We will respond to and resolve your support and mainetance requests based on the following schedule.
System Down. High Priority Failure that renders the Application unusable for all or many users with no workaround, or causes loss/corruption of stored data.
Response Time – 8 hours
Resolution Time 24 hours
Medium Priority error that has a significant impact on some users under some circumstances, affecting business performance and was working previously.
Response Time – 12 hours
Resolution Time 48 hours
Low Priority Bugs. Identified errors with isolated impact that may have workarounds and were previously unknown, potentially having existed for some time but only now identified.
Response Time 8 hours
Resolution Time 2 weeks
Feature Requests.
Response Time – 2 days
Resolution Time – none agreed