Moroku Helping banks win by helping their customers win
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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
- Target initial response time (hrs.) 6
- Target Resolution Time (hrs.) 24
- Target initial response time (hrs.) 12
- Target Resolution Time (hrs.) 48
- Target initial response time (hrs.) 24
- Target Resolution Time (hrs.) 72
- Target initial response time (hrs.) 48
- Target Resolution Time (hrs.) Unlimited
