Support &
Operations
We're here to ensure every aspect of your Moroku platform—Money, Flow, Odyssey, and integrations—runs securely, reliably, and responsively. Our proactive monitoring means we intend to be first to know of any issues.
Your SLA is activated the moment you contact us. We'll be on it.
Your Success is Our Priority
We understand your success depends on our platform's reliability and our responsiveness to your needs
Proactive Monitoring
Continuous monitoring with Datadog and AWS CloudWatch detects issues before they impact you
Rapid Response
24/7 alerting with automatic escalation ensures critical issues get immediate attention
Continuous Improvement
Platform issues generate reusable IP that benefits all clients through shared improvements
Full Transparency
Real-time status page, incident post-mortems, and quarterly roadmap updates
Dual-Track Prioritisation
We differentiate between platform-wide improvements and customer-specific implementations for optimal resource allocation
Joint Success Model: Issues that create reusable platform IP benefit all clients, while dedicated support handles your specific requirements. Reporting platform issues earns service credits and influences our product roadmap.
Platform Enhancement
Core functionality, security, performance, multi-client bugs, and feature enhancements
Response & Resolution Targets
| Severity | Ответ | Resolution |
|---|---|---|
| Critical | 2 hours | 4 hours |
| High | 4 hours | 12 hours |
| Medium | 24 hours | Next sprint |
| Low | Bi-weekly | Quarterly roadmap |
Customer-Specific Support
Custom configurations, bespoke integrations, implementation support, and training
Response by Subscription Tier
| Tier | Ответ | Resolution |
|---|---|---|
| Premium | 4 hours | 48 hours |
| Standard | 24 hours | 5 business days |
Premium clients receive 50% discount on all change requests and priority in bug fix releases.
Choose Your Support Level
Enhance your support experience with our premium support options
- Dual-track SLA as outlined
- Access to Jira support portal
- Email and Slack support
- Knowledge base access
- Community forum access
- Business hours support (9am-5pm)
- Bi-weekly release notes
- All Standard Support features
- 50% reduction in response times
- 50% discount on change requests
- Priority in bug fix releases
- Extended hours (8am-8pm)
- Direct phone support
- Monthly account review
- Quarterly business reviews
Operational Excellence
Enterprise-grade processes ensure reliability, transparency, and continuous improvement
Proactive Monitoring
Continuous monitoring of CPU, memory, API latency, and third-party integrations (DocuSign, Xero, Basiq). Automated recovery and engineer intervention before clients are affected.
Defect Triage & RCA
All incidents undergo structured triage with impact analysis, log review, and Root Cause Analysis. RCA summaries support transparency and regulatory governance.
Change Management
Agile release process with CI/CD pipelines and versioned deployments. All changes tagged to Jira, peer-reviewed with automated testing and rollback assurance.
Hypercare After Launch
6 weeks to 6 months of elevated support post go-live. Dedicated contact, faster SLA targets, fortnightly showcases, and direct Slack or video availability.
Training & Enablement
Role-specific training for Administrators, Customer Support, Credit & Ops Teams, Assessors, and Brokers. Includes manuals, webinars, and embedded help tools.
Incident Management
Structured workflow from identification to resolution. Incidents logged in Jira, categorised by severity, assigned with escalation paths, and retrospectives conducted.
Common Questions
How do I log a support ticket?
Contact us via email (support@moroku.com), phone (+61 2 3815 0321), or the Jira Support Portal. All requests are logged, the 24/7 team notified via Slack, and your SLA activated immediately.
How are tickets prioritised?
We use a User Impact Score (UIS) methodology: (Affected Users × Severity Weight × Recency Factor) / Total User Base. Platform-wide issues receive appropriate priority even if reported by a single organisation.
What's the escalation process?
Duty Engineer identifies and assesses the issue, documents findings in Jira, and notifies stakeholders. If unresolved at first level, escalation to CTO for specialised expertise. Retrospective analysis prevents recurrence.
How will I be notified of outages?
Your primary operational contact is emailed for planned and unplanned outages. Critical incidents trigger notifications via status page and direct email to all affected clients.
What additional services are available?
Strategy consulting, software engineering, Agile coaching, Open Banking, core banking transformation, digital identity/KYC, experience design, CRM, digital marketing/SEO, board reporting, and vCTO/vCEO services.
Who are my key contacts?
Overall relationship and commercials: CEO. Technology, Product and Operations: CTO. Day-to-day requests should use the support channels to expedite response by the operations team.
Need Support Right Now?
Our team is ready to help. Log a ticket, send us an email, or give us a call. Your SLA starts the moment you reach out.