Last Updated: June 5, 2026
MoveData provides support services to all Customers with an active MoveData subscription. All Support Requests must be submitted by email to support@movedata.io to create a support ticket.
These support terms form part of the Customer’s agreement with MoveData — the Terms of Service for the Customer’s subscription and, for any paid professional services, the Professional Services Agreement — and apply to the Customer’s use of MoveData’s Support Services. In these terms, “Customer” means the organisation with an active MoveData subscription; other capitalised terms used but not defined here have the meaning given in those agreements.
Response and Resolution Times
MoveData does not guarantee specific response or resolution times for Support Requests. Upon receiving a Support Request, MoveData shall assess the nature, complexity, and priority of the request to determine an appropriate approach.
Where resolution or further action is required, MoveData shall (a) use commercially reasonable efforts to address the Support Request in the shortest time reasonably practicable given the circumstances; and (b) where reasonably practicable, provide the Customer with an estimated timeline for resolution or next steps.
The Customer acknowledges that resolution times may vary significantly depending on factors including but not limited to (a) the complexity and nature of the issue; (b) whether the issue relates to General Support or Professional Services Support; (c) the availability of necessary information from the Customer; (d) dependencies on third-party platforms or the Customer’s Salesforce environment; (e) MoveData’s current support queue and resource allocation; and (f) whether the issue requires investigation, development, or coordination with third parties.
Any timeline provided by MoveData is an estimate only, and does not constitute a binding commitment or service level guarantee.
Categories of Support Requests
Support Requests are categorised as either General Support or Professional Services Support as defined below:
| General Support | Means support relating to: (a) general inquiries about MoveData’s functionality and features; (b) requests for documentation, how-to guides, or instructional materials; (c) reporting bugs, defects, or errors in the MoveData product; (d) feature requests or product enhancement suggestions; (e) general configuration guidance not specific to the Customer’s unique implementation; and (f) other similar inquiries that do not require MoveData to access the Customer’s Salesforce environment or perform technical investigation specific to the Customer.General Support is included in the Customer’s MoveData subscription at no additional charge. |
| Professional Services Support | Means support involving: (a) customisation or modification of the Customer’s MoveData integration; (b) configuration of custom fields, objects, or business logic specific to the Customer’s requirements; (c) technical investigation, troubleshooting, or analysis requiring access to the Customer’s Salesforce environment; (d) implementation of functionality or business rules specific to the Customer; (e) integration with the Customer’s custom Salesforce components or third-party systems; and (f) any other services that are unique to the Customer’s implementation and require development, configuration, or investigation specific to the Customer.Professional Services Support is not included in the Customer’s MoveData subscription. |
Provision of Professional Services Support
MoveData does not provide Professional Services Support as part of the standard Support Services included in the Customer’s MoveData subscription. The Customer acknowledges and agrees that Professional Services Support requests must be addressed through (a) the Customer’s internal Salesforce System Administrator; (b) an external Salesforce consulting partner or contractor; or (c) other appropriate technical resources.
MoveData shall use reasonable endeavours to assist the Customer with Professional Services requests through General Support by (a) providing guidance, documentation, or recommendations to enable the Customer or its resources to implement the required changes; (b) clarifying technical requirements or MoveData product capabilities; and (c) offering general advice within the scope of General Support.
Notwithstanding, MoveData may, at its absolute discretion, elect to provide Professional Services to the Customer as outlined here. MoveData’s decision to provide Professional Services does not establish any precedent or ongoing obligation to continue to do so into the future.