Moraph Support
Support for the systems that can’t stop.
The portal for Moraph’s clients to raise support requests, follow them through to resolution and talk to the team working on them.
Critical incident? Raise an S1 ticket here and also call the support number in your organization’s service agreement, so the on-call team is engaged straight away.
Raise a ticket
Tell us what is happening, how badly it affects you and which service is involved. You get a reference and a confirmation by email.
Follow it through
See every update, reply to the team and mark a ticket resolved when you are satisfied, all in one place.
See your organization’s tickets
Once your account is linked to your organization, you see the tickets your colleagues have raised too.
How support works
Support is run by Global Resilience Operations, Moraph’s 24/7 operations unit. Its Network Operations Center, Security Operations Center and Technical Assistance Center work from offices around the world, so client systems are looked after around the clock.
You raise a ticket
With a clear description, the service affected and a severity.
We triage it
The Technical Assistance Center checks the severity with you and routes the ticket to the team that can fix it.
We work it with you
Updates and questions appear on the ticket and by email. If we are waiting on you, the ticket says so.
We resolve it
We explain what we did. You can reopen it if the problem comes back.
Severity levels
| Severity | Use it when |
|---|---|
| S1 Critical | A production service is down or unusable, data may be at risk, or a security incident is under way, and there is no workaround. |
| S2 High | A production service is badly degraded or an important function is failing, and the workaround is poor or temporary. |
| S3 Normal | Something is not working as it should, but there is a reasonable workaround or the impact is limited. |
| S4 Low | A question, a minor problem, a request for information or a change that can be planned. |
Response and resolution targets for each severity are the ones in your organization’s service agreement with Moraph.
Reporting a security vulnerability
If you have found a vulnerability in a Moraph service or website, follow our disclosure policy and email security@moraph.com. You don’t need a support account to report one.
If you are a client and suspect a security incident affecting your systems, raise an S1 ticket with the category “Security concern”.
Not a client yet?
To talk to us about a new program, use Get Started on moraph.com.