Support is generally for raising bugs, issues and technical queries. After-hours, on-site, weekend and public holidays or 24/7 is ONLY available if you have an agreement. Please refer to your Support Rate Card or contact your Project and/or Account leads directly.
PLEASE NOTE SUPPORT HOURS ARE BILLABLE.
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. ---- 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. ---- 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. ---- 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. ---- 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. |
| First Response time: 1 Day Resolution Target time: 3 Days | First Response time: 8 Hours Resolution Target time: 1 Day | First Response time: 4 Hours Resolution Target time: 12 Hours | First Response time: 2 Hours Resolution Target time: 4 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. ---- 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. ---- 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. ---- 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. ---- After creating a user account, you will be able to check on the progress of a support ticket you have previously raised. |
THIRD PARTY SERVICES AND EXTERNAL DEPENDENCY:
Note that technology is unpredictable at many times and we are also dependent on many third party providers such as Amazon Hosting services, WP-Engine, Sendgrid, Twilio, Apple. Google, Firebase and a lot many tools that your applications could potentially be connected with and if there are outages, maintenance windows, upgrades happening with these third party providers we try our best to work with partner organisations to get your services back up and running. There are certain times that our technical team will need more information from you or your customers, in which case we may re-adjust the priority and ticket status.
Note also that certain issues can fall outside of these SLA's and resolution times depending on their complexity and we will highlight these and will work with you to come up with a resolution as soon as we can.