Get the support you need to make the most of the Moover app.

Support for Moover users

Support

Our goal at Prodly is to give users an easy and intuitive product to meet your relational data migration needs, but sometimes you need some support.

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: support@prodly.co

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

Resolution Process

Severity 1 Service substantially fails to perform 1 hour
  • Open Trouble Ticket
  • Assign engineer to determine and correct the error
  • Report periodically on the status of the correction
  • Initiate work to correct the error
Severity 2 Substantial degradation in performance of the Service

2 hours

  • Open Trouble Ticket
  • Assign engineer to determine and correct the error
  • Report periodically on the status of the correction
  • Initiate work to correct the error
Severity 3

Minimal to no impact on the availability or performance of the Service

3 business days

  • Make commercially-reasonable efforts to resolve in next major release

Contact Support

Still need assistance? Request support by filling out the form below or emailing support@prodly.co. Please add "Request Moover Support" in the subject line for a faster response.
*Please note that Prodly Support is based in the Pacific time zone.