How can we help?
Every support request for the Moroku platform — Money, Flow, Odyssey, and integrations — is raised, tracked, and resolved through the Moroku Support Portal, powered by Jira Service Management. One channel, one queue, nothing lost.
Your SLAstarts the moment your ticket is logged in the portal.Why the Support Portal is the Only Way In
The world's best platform companies run support through a single tracked portal — because it's the only model that guarantees nothing falls through the cracks.
Every Ticket is a Record
Portal requests are logged, categorised, and time-stamped the instant they're raised. They become part of a permanent, auditable history you can review at any time — essential for your regulatory and vendor-governance obligations.
The SLA Clock Starts Instantly
Logging through the portal activates your SLA automatically and pages our 24/7 on-call team. There's no triage delay, no inbox to monitor, no message waiting for someone to pick up.
Nothing Falls Through
Phone calls and emails can't be reliably queued, prioritised, or measured. A single portal means every request is visible to the whole operations team, escalated on schedule, and closed with a documented resolution.
Raise a Great Ticket
A well-formed ticket is the single biggest accelerator of resolution time. Here's how to log one, and how we classify severity.
Logging a ticket in four steps
- Sign in to the portal. Use your organisation's Moroku Support Portal account. Need accounts for new team members? Request portal access.
- Choose the request type. Incident, question, change request, or service request — picking the right type routes your ticket to the right team immediately.
- Set the severity honestly. Use the definitions opposite. Accurate severity means critical issues get critical treatment — for everyone.
- Include the detail that speeds us up. Environment (production or test), steps to reproduce, timestamps, affected users or volumes, screenshots or logs, and business impact.
Severity definitions
Set on every ticket at creation. Our team may adjust severity after triage, and will always tell you why.
| Severity | Definition |
|---|---|
| Critical | Production down or a core function unusable for all users. No workaround. Includes suspected security incidents. |
| High | Major function degraded or failing for many users. A workaround may exist but is not sustainable. |
| Medium | A function is impaired for some users or scenarios. A reasonable workaround exists. |
| Low | Minor issue, cosmetic defect, question, or enhancement request. No material operational impact. |
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.
One window across your material service provider register.
Cockpit is the next release of Moroku's Services and Support offering. It consolidates the Jira service desk, the SLA framework, and Moroku's monitoring tooling into a single customer-facing console — and adds the observability surface banking customers need to satisfy their material service provider obligations under APRA CPS 230.
- One console for tickets, SLA tracking, releases, security posture, and audit log — bank-controlled access via your own SSO.
- Observe every material service provider on your CPS 230 register through connectors — core banking, payments, KYC, Open Banking, GL, document generation, and more.
- Live SLA clocks on every ticket. Two-way Jira sync. RCA links on every Critical and High resolution.
- Immutable audit log with seven-year retention, CSV and SIEM export, full filtering and search.
- Bundled with standard SaaS for Moroku-source observability. Per-connector pricing for additional sources on the bank's register.
Dual-Track Prioritisation
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.
| Severity | Response | 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.
| Tier | Response | Resolution |
|---|---|---|
| Premium | 4 hours | 48 hours |
| Standard | 24 hours | 5 business days |
Choose Your Support Level
Enhance your support experience with our premium support options.
- Dual-track SLA as outlined
- Unlimited portal accounts for your team
- Live SLA tracking on every ticket
- 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)
- Named escalation contact
- 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. 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, and fortnightly showcases — with every issue still logged and tracked in the portal.
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?
Why don't you take support requests by phone or email?
How do I get access to the Support Portal?
How are tickets prioritised?
What's the escalation process?
How will I be notified of outages?
What is Cockpit and when can I use it?
What additional services are available?
Who are my key contacts?
Need help right now?
Log a ticket in the Support Portal and your SLA starts immediately. Our 24/7 team is notified the moment it lands.