Last Updated: January 9, 2026
MoveData provides support services to all customers who have an active MoveData subscription. All support requests must be submitted by email to support@movedata.io to create a support ticket.
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 you with an estimated timeline for resolution or next steps.
You acknowledge 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 Client; (d) dependencies on third-party platforms or the Client’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 Client’s unique implementation; and (f) other similar inquiries that do not require MoveData to access the Client’s Salesforce environment or perform Client-specific technical investigation.
General Support is included in your MoveData subscription at no additional charge. |
| Professional Services Support | Means support involving: (a) customisation or modification of the Client’s MoveData integration; (b) configuration of custom fields, objects, or business logic specific to the Client’s requirements; (c) technical investigation, troubleshooting, or analysis requiring access to the Client’s Salesforce environment; (d) implementation of Client-specific functionality or business rules; (e) integration with the Client’s custom Salesforce components or third-party systems; and (f) any other services that are unique to the Client’s implementation and require Client-specific development, configuration, or investigation.
Professional Services Support is not included in your MoveData subscription. |
Provision of Professional Services Support
MoveData does not provide Professional Services Support as part of the standard Support Services included in your MoveData subscription. You acknowledge and and agree that Professional Services Support requests must be addressed through (a) your 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 you with Professional Services requests through General Support by (a) providing guidance, documentation, or recommendations to enable you or your 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 Client 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.