Support at MoveData

Last Updated: September 1, 2024

MoveData provides support to all customers who use MoveData.

How to Request Support

All support requests must be sent to MoveData Support by submitting a ticket at https://docs.movedata.io/.

Response Time

Support is monitored between the hours of 8am-11pm AEST Monday to Friday (Business Days). Target response times are as follows:

Priority	Target Response Time
1 – High An error in or failure that disables major functions of the subscribed services	Within 1 Business Day
2 – Medium An isolated or minor error or failure that does not significantly affect the functionality of the subscribed services	Within 3 Business Days
3 – Lower A failure that applies to non-essential functions or does not materially impact your use of the subscribed services	Within 5 Business Days

Resolution Time

We are unable to offer resolution times until we understand the nature of your request. Therefore resolution time varies according to the nature of your request at the time of raising the issue with MoveData Support. Where resolution is required, we will attempt to resolve your query in the shortest amount of time reasonably possible. We may also give you a timeline to which we reasonably expect to resolve the issue.

Types of Support Requests

There are two types of support requests:

Platform Support	General support which includes basic questions, requests for how-to guides, submission of bugs in the MoveData product, requests for new features, etc. Platform support does not relate to your Salesforce account specifically where a MoveData notification may / may not be involved, and likely does not require MoveData to access your Salesforce account to deliver that support.
Implementation Support	Making changes to your MoveData integration to support custom functionality like setting new fields, interfacing with custom objects, injecting new business logic, etc, and / or conducting technical investigations into your Salesforce account specifically. Implementation support requires access to your Salesforce account as the request is unique to you.

MoveData provides Platform Support under your MoveData subscription. MoveData does not provide Implementation Support. You must solve Implementation Support requests internally via Salesforce Administrator, Salesforce Partner or other appropriate means. MoveData will take all reasonable steps to assist you in this regard (via Platform Support), but is unable to provide “hands on” Implementation Support.

In exceptional circumstances MoveData, at its sole discretion, may deliver Implementation Support to you. This is governed by our Professional Services Agreement.

Implementation Support

Fees

Implementation Support is available at the following hourly rate:

Currency	Hourly Fee
AUD	AU$175+GST
GBP	£90
USD	US$125
NZD	NZ$200
EUR	€110

Conditions

Implementation support contain the following conditions:

Effort is charged in 30-minute increments using the hourly rate stated in your SOW.
All effort MoveData spends attending to your requests will be charged (this includes reviewing, managing, investigating, preparing, attending, training, communicating, and all technical support including scoping, configuring, developing, coding etc)
Delivery of technical services is governed by our Professional Services Agreement which are incorporated by reference.