SUPPORT POLICY

Mosaic offers it’s customers a wide range of support options to ensure they are able to communicate with us when necessary.  Some of these options are available 24/7 and others only during business hours.  Please review our Support Policy below for more information about these options.

Last Revision: 25-Aug-2019

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Mosaic EPIC Support Policy

We offer 24/7 Help Desk and web based support as well as live chat and telephone support during normal business hours to all customers.

How to reach us:

How It’s Delivered:

Support is available 24x7x365 and can be accessed in a variety of ways.  Depending on nature of the issue and its severity, we will respond accordingly and you may be billed in advance for this service.

FREE Online Support 24/7:

The Mosaic Data Services (MDS) Knowledgebase is a FREE self-service video, audio and text based support system that will provide answers to virtually any support question you may have.  If you are unable to find an answer in the MDS Knowledgebase, please let us know and we may waive any support fees associated with resolving your issue.

Help Desk / Email Support:

If you send and email to support@mosaicdataservices.com, a ticket will automatically be created in our system and a member of our Support Staff will respond to the ticket in accordance with our standard Service Level Agreement (SLA) depending on the nature of the issue and its severity.

If your issue is not a Covered Service and you do not have a Block Hour or Managed Services Agreement in place, you will be required to sign a Work Authorization Form and provide your credit card information prior to us beginning work on your issue.

Client Portal:

If you visit our Client Portal you can submit a ticket directly to our Help Desk.   You will receive an automatic response and a member of our Support Staff will respond to the ticket in accordance with our standard Service Level Agreement (SLA) depending on the nature of the issue and its severity.

If your issue is not a Covered Service and you do not have a Block Hour or Managed Services Agreement in place, you will be required to sign a Work Authorization Form and provide your credit card information prior to us beginning work on your issue.

Please refer to our standard Service Level Agreement (SLA) and MDS Covered Services documents for more detail on our covered services, response and resolution times.

Phone Support:

If you call our office during normal business hours, we will open a ticket for you and depending on the nature of your issue and its severity, you may be patched through to a Support Team.

If your issue is not a Covered Service and you do not have a Block Hour or Managed Services Agreement in place, you will be required to sign a Work Authorization Form and provide your credit card information prior to us beginning work on your issue.

Please refer to the MDS SLA for more detail on our response and resolution times.

Questions?

Ping us on Live Chat or
call us at 301-399-3900

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