- Frequently Asked Questions (FAQ)
- Assets
- Customers
- Dashboards
- Devices
- Expenses
- Inbound REST API
- Inventory
- Overview
- Barcode Reader for Warehouse Inventory
- Barcode SKU
- Export Inventory
- Inventory Audits for Mobile Devices
- Inventory Movements
- Inventory and Parts
- Importing Product Inventory
- Remove Parts From Inventory
- Invoices
- Notifications
- Parts
- Payments
- QuickBooks
- Quotes
- Recurrent Routes
- Recurrent Services
- Reports
- Review Us
- Sage
- Sales Tax
- Schedule and Dispatching
- Screen Recording
- Support Tickets
- Text Messaging
- Time Tracking
- Trial Account
- Troubleshooting
- User Settings
- Overview
- Account Settings
- Account Users
- Connectors
- Custom Fields
- Display User Device Location on Map
- Documents and Email
- Google and Outlook Integration
- Import and Export Excel Documents
- Max Session Idle Time for Users
- Permissions Template
- Saved Login and Session Management
- Saved Searches
- Single Sign-On (SSO)
- Updating the User Password
- User Locked Out
- User Preferences
- Work Orders
Overview
This section will go over some commonly asked questions regarding how MobiWork support tickets work and response times.
Table of Contents
Support Window
MobiWork Support services are available online from Monday to Friday, from 8:00 a.m. to 6:00 p.m. Eastern time, except on US National Holidays.
MobiWork Technical Support Methods
MobiWork offers technical support by support ticket, email, and by phone. Support Tickets are our preferred method of contact so that information does not get lost. Please see the Contact Us page for more information on how to create a support ticket.
Support Ticket Response Time
The response times are listed below and are dependent on the selected support ticket severity:
- Critical Severity: Within the support window defined below, MobiWork guarantees an acknowledgement response time of up to (1) working hour from the time of filing the problem by Client. MobiWork guarantees that all issues will be handled with full attention and the highest level of priority, but the actual solution time cannot be guaranteed and will have to be evaluated on a case-by-case basis. Outside these hours and on an exceptional basis, MobiWork may provide an emergency phone contact list.
- High Severity: Within the support window defined below, MobiWork guarantees an acknowledgement response time of up to (4) working hours from the time of filing the problem by Client. MobiWork guarantees that all issues will be handled with full attention and the highest level of priority, but the actual solution time cannot be guaranteed and will have to be evaluated on a case-by-case basis.
- Medium Severity: Within the support window defined below, MobiWork guarantees an acknowledgement response time of up to (4) working hours from the time of filing the problem by Client. MobiWork guarantees that all issues will be handled with full attention and the highest level of priority, but the actual solution time cannot be guaranteed and will have to be evaluated on a case-by-case basis.
- Low Severity: Within support window defined below, MobiWork guarantees an acknowledgement response time of up to (4) working hours from the time of filing the problem by Client. MobiWork guarantees that all issues will be handled with full attention and the highest level of priority, but the actual solution time cannot be guaranteed and will have to be evaluated on a case-by-case basis.
Support Ticket Severity
The support ticket severity is determined by the MobiWork Success and Support team based on the following criteria:
- Critical Severity: Problem that totally prevents the use of the Solutions, or essential routines that have no contingency plan. For instance, the Client can access other web site but the Client can’t access MobiWork web site.
- High Severity: The Solutions, a system component, or functionality is down, corrupted or degraded in service, adversely impacting a limited number of users, or having moderate commercial impact.
- Medium Severity: The Solutions, a system component, or functionality is down, corrupted or degraded in service, adversely impacting a small number of users, or having low commercial impact.
- Low Severity: The Solutions, a system component, or functionality is insignificantly degraded in service, adversely impacting few users, or having no commercial impact. This includes any additional feature or change request.
Getting in Touch With Us
If you have any questions or need further assistance, please let us know. We'd be happy to help!