At some point you may run into issues that you are unable to resolve yourself.
Within the MDOQ UI you can raise a support ticket which will be picked up by our team, alternatively you can email support@mdoq.zendesk.com however this may not be ideal since you cannot denote a critical site-down issue which will expedite our support team.
To do this, simply click the "Help" link at the top of the screen and then you will be directed to our Support Portal
Priorities
In order for our team to prioritise support tickets correctly, any inbound ticket will be initially reviewed based on severity. We will assess the urgency of the ticket and assign it for priority response, or de-prioritise the ticket to "urgent", “high”, “normal” or “low” as applicable.
- Low - response within 8 business hours
- Normal - response within 4 business hours
- High - response within 2 business hours
- Urgent - response within 1 busines hour
- Emergency - Production Site Down - response within 30 minutes (see Emergency below)
During office-hours - it should not be necessary to submit an Emergency support ticket unless the issue is absolutely critical.
We expect you (or your partner agency) to have done as much due diligence as possible to rule out the possibility of the issue being application based before raising a support ticket.
Emergency
Examples of an emergency are:
-
Server is inaccessible and unresponsive from multiple locations
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Store is inaccessible and unresponsive from multiple locations
-
Loss of ability to checkout (due to server issues)
Examples of non emergencies are:
- You are looking to prioritise a non-critical request above others
- Any issue with a non-production instance
- Your store or server is not down and is fully able to transact
- You have released code that breaks the application.
Chargable / Extended Support
Depending on the issue you are having we may be able to help, though in all cases if the problem turns out to be application/extended configuration based all time investigating will be chargable.
For more information see our Chargability guide for more information.