Skip to main content

Moov Technical Support and Maintenance Terms 

  • Updated

1. Definitions

  • Business Hour: means each hour during a Business Day.
  • Business Day: means 9:00 a.m. and 5:00 p.m. MST on a Monday through a Friday, excluding local public holidays.
  • Error: means any Severity Level S1 error, Severity Level S2 error, Severity Level S3 error or Severity Level S4 error, each as defined in the Error Severity Definition Table below.
  • Product: means either Software or Cloud Offerings, as applicable to Customer’s Subscription.

Error Severity Definition Table

Severity Level Description
SEV1 - Critical

Critical Impact; System Outage & Security Breach

A critical problem – either a production outage/ major malfunction, security issue, or an issue that affects a central requirement for which there is no workaround immediately available. This inoperative condition prevents a majority of users from accessing the system/ their own fund and reasonably performing their normal functions.

System Outage

  • Product in production environment is unusable and is severely impacting other critical business functions with no workaround
  • Outage of Moov’'s Cloud Offerings is leading to service interruptions to production versions of APIs exposed on the platform

Security Breach

  • Customer’s money movement is unauthorized and posed a malicious threat to customers’ financial system, calling for immediate remediation efforts
  • Customer’s own app got breached/ exposed, which compromises overall system integrity/ data integrity and requires immediate security measures
SEV2 - High

Key Functionality Impaired; No Workaround

The reported issue substantially degrades key service functionality and/or causes some performance degradation, with no workaround. These problems will also restrict customers’ production operations, including but not limited to account registration, verification, and other time-sensitive transaction problems (failures/ reversals/ disputes/ chargebacks). Other product features are still functional, but the product is severely limited.
SEV3 - Moderate

Moderate Impact with Workaround

Issue has moderate or minor impact on usage, and/ or affects a non-central requirement. Product still remains functional. This category may include provisioning/change management requests, enablement questions, and any product issues with a viable workaround. 
SEV4 - Low

Minor Impact

Includes minor UI issues (formatting/ displaying), document-clarification (How-To’s), or enhancement requests that are not time-sensitive. There is no impact on the product’s existing features and product functionality.


2. Error Response

Upon receipt of notice of an Error, Moov shall assign appropriate technical personnel to the issue and provide Customer with acknowledgement that it has received such Error notice (such actions together, a “Response”). Moov will provide Customer with a Response to each incident in accordance with the table below. Moov will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in Moov’s reasonable determination.

Error Response Time

Severity

SEV1

SEV2

SEV3

SEV4

First reply time

1 Business Hour

4 Business Hours

8 Business Hours

Up to 16 Business Hours

 

Related articles