Support Issue Types and Priority

MoEngage provides 24/7 support to customers worldwide. The MoEngage Support team is eager to assist you. To better serve you, we prioritize support tickets by their type and the tier of the customer’s pricing plan.

Quick Assistance

• Our help center is well-stocked with articles aimed to help you navigate our product and answer commonly asked questions. Click here to search for your topic of interest. For quick responses, refer to FAQs found in the help center menu’s lower-left corner. For technical integration-related inquiries, refer to the following resources:
  • Android SDK FAQs
  • iOS SDK FAQs
  • Web SDK FAQs
• Our growth academy tutorials, MoEngage Growth Marketing Expert and MoEngage Analytics Expert, are structured to familiarize you with our product features. We suggest exploring these resources for product-related questions.
• For specific product inquiries, use cases, or ‘how-to’ questions, and if a ‘Customer Success Manager’ (CSM) is assigned to your account, consider sending them an email directly. We prioritize technical issues within our support team over product questions that our help center articles might already cover. Therefore, we advise you to reach out to your CSM or refer to our Growth Academy Tutorials before submitting a support ticket.

Support Matrix: Issue Types and Priorities

Priority	Issue Category	Scope	Support Response Times
Urgent	Platform Inaccessible	A critical fault has rendered the platform inoperable. Core services or functionalities are unavailable, potentially resulting in a total service outage, severe data loss, high-security exposure, or a broad user impact. Immediate remediation is required before operations can resume.	Priority: 1 hour Business: 1 hour Professional: 1 hour Standard: 1 hour
High	Platform Functionality Impaired	Significant functionality is impaired. Users retain access to the platform, but one or more key capabilities are degraded or unavailable, resulting in disruptions to essential workflows. Alternative workarounds may be necessary until the issue is resolved.	Priority: 2 hours Business: 3 hours Professional: 3 hours Standard: 3 hours
Normal	Platform Performance Degraded	The platform remains operational; however, performance is below optimal levels. Certain actions may take longer to complete or may experience minor issues. While all core operations remain functional, some features may operate with reduced efficiency, which may require alternative methods to complete tasks.	Priority: 3 hours Business: 4 hours Professional: 5 hours Standard: 6 hours
Low	General Issues	Minor irregularities or behaviour variances in non‑critical features. These issues have no significant impact on core operations, data integrity, or security, and may include UI inconsistencies or planned enhancements.	Priority: 4 hours Business: 6 hours Professional: 8 hours Standard: 8 hours