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Platform Support Services

Moroku provides standard support between 9:00am and 6:00pm AEST. 24*7 Support is available as a premium service

Support requests are only 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 take the required steps to either promote it into production or provide a new release suitable for production.

Moroku will fix all Severity 1 and 2 application faults as determined by our support staff in accordance with the definitions below.

All Severity 3 & 4 faults will be documented and completed under any agreed change request

Device Support: Moroku supports iOS n-1, Android n-2 for screens with a resolution of xhdpi and above

Severity Level Definitions

  • Severity 1
  • Severity 2
  • Severity 3
  • Severity 4

An emergency situation, in which the production system of the relevant software produces materially incorrect results or is not available without any acceptable workaround.

Significant loss of functionality; major operational inconvenience but a workaround does exist.

No significant loss of functionality. Some operational inconvenience. Performance is slow but the application is still usable.

Minimal inconvenience or a cosmetic issue. No loss of functionality. Change requests for new or different functionality, feature requests or general enhancements. Conducted under a formal change request

SLA

  • Severity 1
  • Severity 2
  • Severity 3
  • Severity 4
  1. Target initial response time (hrs.) 6
  2. Target Resolution Time (hrs.) 24
  1. Target initial response time (hrs.) 12
  2. Target Resolution Time (hrs.) 48
  1. Target initial response time (hrs.) 24
  2. Target Resolution Time (hrs.) 72
  1. Target initial response time (hrs.) 48
  2. Target Resolution Time (hrs.) Unlimited