Support is generally for raising bugs, issues and queries. After-hours, on-site, weekend and public holidays or 24/7 is also available. Please refer to your Support Rate Card or contact your Project and/or Account leads directly. 


LOW        
MEDIUM    
HIGH
URGENT

Examples:


“I have a question about the functionality, whether it’s working the way it should or not.”


“I’m pretty sure this was working before.”


“Someone mentioned this wasn’t working, be good to get Mobiddiction to check it out for me.”

Examples:


“Pretty sure this was fixed before launch and now I’m not sure.”


“The latitude and longitude entered was ok before but now it’s showing up a bit differently.”


“I didn’t have this image when we went live but now I do, be great to get that updated.” 


Examples:


“Our users can’t access their profile page.”

Examples:


“We are live and seems the service is down.”


“The application is displaying incorrect critical member data.”


“Some of the information seems compromised, can you help on this matter urgently?”

What you need to do?


Raise a support ticket at support.mobiddiction.com and a Mobiddiction Support member will respond within the response time below.





Mark priority as LOW.


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If a Mobiddiction Support member deems your support query as a lower or higher priority than you have set, it will be changed accordingly and the applicable response time will be implemented. 

What you need to do?


Raise a support ticket at support.mobiddiction.com and a Mobiddiction Support member will respond within the response time below.





Mark priority as MEDIUM.


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If a Mobiddiction Support member deems your support query as a lower or higher priority than you have set, it will be changed accordingly and the applicable response time will be implemented.  

What you need to do?


1. Raise a support ticket at support.mobiddiction.com and a Mobiddiction Support member will respond within the response time below.


2. Contact your project or account lead directly by email.


Mark priority as HIGH.


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If a Mobiddiction Support member deems your support query as a lower or higher priority than you have set, it will be changed accordingly and the applicable response time will be implemented.  

What you need to do?


1. Raise a support ticket at support.mobiddiction.com and a Mobiddiction Support member will respond within the response time below.


2. Contact your project or account lead directly by mobile.


Mark priority as URGENT.


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If a Mobiddiction Support member deems your support query as a lower or higher priority than you have set, it will be changed accordingly and the applicable response time will be implemented.  


Response time: Within 2 days        
Response time: Within 7 hours
Response time: Within 4 hours
Response time: Within 2 hours
How will you be notified?

You will receive support status updates via email. If you would like to monitor the status of your support request/s, you can do so via support.mobiddiction.com.



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After creating a user account, you will be able to check on the progress of a support ticket you have previously raised.
How will you be notified?

You will receive support status updates via email. If you would like to monitor the status of your support request/s, you can do so via support.mobiddiction.com.



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After creating a user account, you will be able to check on the progress of a support ticket you have previously raised.
How will you be notified?

You will receive support status updates via email and/or phone do to the severity of your support request. If you would like to monitor the status of your support request/s, you can do so via support.mobiddiction.com.


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After creating a user account, you will be able to check on the progress of a support ticket you have previously raised.
How will you be notified?

You will receive support status updates via email and phone do to the severity of your support request. If you would like to monitor the status of your support request/s, you can do so via support.mobiddiction.com.


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After creating a user account, you will be able to check on the progress of a support ticket you have previously raised.