Need support right now?
We're here to ensure every aspect of your Moroku platform — Money, Flow, Odyssey, and integrations — runs securely, reliably, and responsively. Log a ticket, send an email, or call us. Your SLA starts the moment you reach out.
Your SLAis 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.
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
- 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. 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.