Moose Logic Offers a Number of IT Support Options
How to Reach Our Support Team
The best way to reach our support team is to
submit a request via email to tickets@mooselogic.com,
or use our on-line
Support Request
Form. If you use email, please edit the subject line to include a brief description of the issue, and,
in the body of your message, give us an idea of how critical the matter is (e.g., Emergency, Critical,
High, Normal, or Low). If you are unable to access email or the Web, you may call our support hotline at
(425) 939-2710.
Support requests submitted by email or via the on-line form will automatically generate a support
ticket in our ticketing system, which is monitored by multiple individuals, so you will immediately be
placed in the support queue. Please note that if the issue is not covered by your support agreement, it
will be subject to the rate your agreement specifies for out-of-plan services (or to our standard rates,
if you do not have a support agreement) as our staff begins to work the ticket. If emergency service is
requested, escalation fees may apply. We encourage you to download our
Support Information
PDF document, which explains our rate structure and describes our ticketing system in greater detail.
Please note also that calls to our support hotline after hours will automatically result in emergency
escalation of your incident.
Finally, please note that you will actually receive faster service if you do not try to call or email a
particular engineer directly (unless that engineer has specifically instructed you to do so). The person
you are trying to reach may be busy on another project (or even on vacation) and not get your message for
several hours (or even days), in which case it will actually take us
longer
to get you the support you need!
