Moose Logic IT Support Options

Important Support Notice: Please do not call or email our engineers directly unless specifically instructed 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!

IT Support requests submitted through our Support Request Form will automatically generate a formal request for support, and, if not covered by your support agreement, 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.

If you require support and are unable to access email, you may call our support line at (206) 774-0638. Please note that calls to this line after hours will automatically result in emergency escalation of your incident, and the appropriate escalation charges will apply.

MooseSupport Live

Click login button at right when instructed by your Moose Logic engineer to access MooseSupport Live. (Powered by Citrix GoToAssist^TM.)

Moose Logic offers a number of IT support options:

MooseGuard^TM IT Support Contracts

Wouldn't it be nice to bring some predictability to your annual IT support costs? To know what it's going to cost you to keep your critical systems running? Our MooseGuard plans are designed to give you the level of support you need for an affordable and predictable fixed monthly fee. There are four available plans:

The Silver plan is for customers who want to do the majority of the work themselves, but recognize the value in having help monitoring the systems and making sure critical updates are applied. We have seen many cases where, after helping a customer recover from a major system problem, we discovered that warning signs had been present - perhaps an entry in an event log or a warning light - but the customer personnel were so busy that the signs were overlooked until it was too late. On a Silver plan, we assume the responsibility for managing and applying critical updates, and we notify you when we see alerts that point to a possible system failure or an impending problem. If you want us to take remedial action, the work effort is billable at a discounted hourly rate. Out-of-plan services are billed at the same discounted hourly rate.
The Gold plan can be compared to a “major medical” health insurance policy. The work effort required to resolve most of the functional problems on a covered system is included in the plan at no additional charge. This plan is best suited for customers who have someone within the organization who can handle the day to day questions from end users and serve as the central point of coordination for problem resolution, but need a higher level of expertise on-call and want to protect themselves against unexpected repair bills in the event that a critical system should fail.
The Platinum plan is best suited for customers who do not wish to have any in-house IT functions. On a Platinum plan, we are your IT department. Your users are entitled to contact us directly for support on Microsoft Operating Systems and Productivity Applications. We handle user account maintenance. We’ll help you develop an Internet “Acceptable Use Policy.” In short, the Platinum plan is designed to cover everything but “adds, moves, and changes” – and those are handled at our most deeply discounted hourly rate.
MooseGuard for Citrix - This is a special plan designed for larger customers who do have their own in-house IT staff, but who need to supplement their own skill set with our Citrix expertise. Our MooseGuard for Citrix plans cover unlimited telephone and remote-access support for a fixed monthly fee.

All MooseGuard plans begin with a free 53-point inspection of your network and computer systems. Just as you may be required, on a personal level, to have a physical examination before obtaining an insurance policy, we must verify that your computer systems meet certain minimum standards and are in good repair. If we identify potential problems, we will discuss the problems and recommended solutions with you. Your coverage cannot begin until a Moose Logic engineer has signed an acceptance document certifying that your systems meet those standards.

For more information, please download our MooseGuard FAQ document (PDF). If you would like to know more about these plans, or schedule your free 53-point inspection, please use our Information Request Form.

Prepaid Hourly Plans

Moose Logic offers a range of prepaid hourly plans. These plans allow you to purchase hours at a discount (determined by how many hours you purchase), which can then be used for either telephone/remote or on-site support. The hours are good for one year from the date of purchase, although we will allow up to 25% of the number of hours you purchase to be rolled over and added to a new plan. For more information on our prepaid hourly plans, please use our Information Request Form.

Hourly Support As Needed

We recognize that many of our customers do not feel the need for a formal support plan, in many cases because they need support relatively infrequently. We are happy to accommodate these ad hoc support requests, and our Support Information Document includes information on our rate structure and procedures. In return, we ask that you keep in mind that when things get crazy, as they do from time to time, customers who have support agreements with defined SLAs will be called back before customers who do not.

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