1. Scope
1.1. Support is provided to customers with an active MobiusApp licence and to our active partners. It covers the MobiusApp platform and the applications built on it.
1.2. Before raising a ticket, please check the documentation and the FAQ. If your case resembles something described there but needs clarification, link to it in the ticket — it saves a round trip.
1.3. Support does not cover the ongoing maintenance of a customer's own projects, third-party software, or anything outside the MobiusApp product — unless the question concerns a defect in MobiusApp itself.
1.4. We do not provide hosting. For questions about server configuration or hosting problems we can only give general guidance and point to the relevant documentation.
2. Hours and response times
2.1. Support operates on weekdays from 9:00 to 18:00 UTC+3, excluding public holidays.
2.2. Tickets are handled in the order received. Tickets with a high severity — anything that has taken a live application down — are handled out of turn.
2.3. Typical first-response times by plan:
- Start — within 3 business days
- Business — within 2 business days
- Pro — within 1 business day
- Enterprise — as agreed in the SLA in your Enterprise contract
2.4. First response is not resolution. How long a fix takes depends on the severity of the problem, how quickly we get the information we need from you, and whether a platform release is required. Where a question needs a code change, it goes to the development team and is delivered with a platform update.
2.5. We cannot guarantee a resolution time, because it depends on factors outside our control — your response time, your hosting provider's response time, and the release cycle of a platform update.
2.6. Please raise one problem per ticket.
3. What support covers
3.1. Setup and configuration
- Installing and updating the exchange module or plugin for a supported system.
- Connecting the catalogue, prices, stock and orders.
- Configuring the application's screens, content and promotions in the panel.
- Setting up the loyalty programme and push notifications.
- Publishing and updating the store listing.
3.2. Defects
- Errors in the platform that can be reproduced on our side.
- Failures in data exchange with a supported system.
- Crashes and regressions in the published application.
3.3. What support does not cover
- Writing code on your behalf, including HTML blocks and JS API integrations. Custom development is a separate engagement.
- Configuring, diagnosing or fixing third-party software, hosting and networks.
- Restoring data lost through actions taken in your own systems.
- Training in the use of your own back office.
4. Raising a ticket
4.1. Tickets are raised from the management panel or by writing to support@mobiusapp.io.
4.2. A ticket we can act on straight away contains:
- What you expected to happen and what happened instead.
- The exact steps to reproduce it.
- The screen or the API endpoint involved, with a link.
- Screenshots or a screen recording, and the exact error text.
- The application version and the device or OS, for problems inside the app.
4.3. If we ask for additional information and receive no reply within 10 business days, the ticket is closed. It can be reopened at any time.
5. Severity levels
- Critical — the published application is unavailable to shoppers, or orders are not being placed.
- High — a core journey is broken: catalogue, cart, checkout, payment or data exchange.
- Normal — a defect with a workaround, or a configuration question.
- Low — a cosmetic issue, or a request for information.
6. Escalation
6.1. If a ticket has not moved within the response time for your plan, reply on the ticket asking for escalation, or write to support@mobiusapp.io with the ticket number.
6.2. Customers on an Enterprise agreement have a named contact and the escalation path defined in their SLA.