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Please start by searching for answers to your questions on our Resources and FAQs pages and in our solutions database before contacting our support team.
The solutions database contains the following two main sections:
Error Messages - searchable titles of the exact phrasing of error messages you might encounter using Moover.
Tips - contains troubleshooting tips, how to references, best practices, and FAQs.
Click the Error Messages and Tips links to see subcategories for each main section,
or enter a search string and click Find Solution.
SUPPORT AND MAINTENANCE TERMS
Support Business Hours: 8 am to 6 pm PST (Monday – Friday) (excluding company holidays)
Support Email to Case: firstname.lastname@example.org
Service Maintenance: Includes maintenance releases, enhancements, new versions, and additions and modifications to the Service; and is provided to all customers under support for no additional fee.
Bug Fixes: Bring the Service into substantial conformance with its then current user guide.
Scheduled Outages: Typically occur on Sundays PST; and each Customer’s primary contact is notified via email at least 48 hours in advance.
Resolution Response Time and Process: In accordance with the following table:
|Severity||Definition||Response Time Goal During Business Hours||
|Severity 1||Service substantially fails to perform||1 hour||
|Severity 2||Substantial degradation in performance of the Service||
Minimal to no impact on the availability or performance of the Service
3 business days