Technical Support at Mojo Networks
Mojo Networks provides comprehensive, accurate, and timely technical support worldwide through our 24x7 Customer Support team.
The support team is staffed with qualified engineers who specialize in WLAN, enterprise networking, in addition to Mojo Network’s products and features. Our technical support teams follow strong, result-oriented processes and provide customers with the best-in-class services.
Mojo Support Contact Details
Phone: US: +1 (650) 641-0027
UK: +44 203 751-5753
India: +91 20 6645-4000
Initiating a Support Ticket
For proactive problem resolution, log cases and to view complete summary of cases and latest announcements, customers can access the Customer Support Portal. This site provides critical technical information, such as FAQs, troubleshooting tips, Knowledge base, field alerts, release notes, product documentation, and product software upgrades.
To report an issue over phone, customers can call +1 (650) 641-0027.
Mojo Support accepts direct calls from customers as well as warm call transfers from partners. As an alternative, Mojo Support can set up a conference call between all involved parties, including the customer.
An email sent to Mojo Support will automatically log a new ticket and the sender will receive a ticket reference number, following which, Mojo Support will contact the customer through a phone call or email to initiate troubleshooting.
The Service Desk is the first point of contact for your service needs. The team manages License Key generation/renewal and triages support calls by creating a support ticket, classifying the product/technology, assigning a severity level, and routing it to the appropriate Technical Support group.
Level 1 Technical Support
The Level 1 team assesses the problems and tackles those that have a quick resolution. If they cannot quickly resolve an issue, they escalate it to the next Level 2 for more advanced troubleshooting.
Level 2 Technical Support
Level 2 consists of experienced engineers who diagnose complex problems.
Level 3 Technical Support
Level 3 consists of a team of senior and specialized support engineers who troubleshoot the most complex and challenging problems. They attempt to reproduce the problem and work closely with development, quality assurance, and field engineers to provide a quick resolution or workaround.
On Location Support
It is the responsibility of the Mojo Channel Partner representing Mojo Networks to provide on-site support, if a visit to a customer location for an escalated case is required. Mojo Support will provide remote support during all on location visits.
Post Sales Engineers
Mojo Networks Post Sales Engineers (PSEs) are available for on-site troubleshooting support for customers in U.S.A., Europe, India, and parts of the Middle East and Asia Pacific regions.
If a Post Sales Engineer is not available in the customer’s geographical region, Mojo Networks also has a wide network of partners, certified through the Mojo Networks partner-training program (MGCA), who can provide local support to customers in their area, in coordination with the Mojo Networks’ 24x7 Technical Support Center.
In some cases, the Mojo support team may need to talk directly with the customer and/or require remote access to the customer’s network to troubleshoot a problem.
Mojo Maintenance Program
Customer entitlements from Mojo Maintenance Contract
An active Mojo cloud services contract (for cloud customers) and an active Mojo maintenance contract (for on-premise customers) provides the customers with the following:
- Software bug fixes, updates and upgrades
- Advance replacement of failed hardware with no RMA required (see Limited LIfetime Warranty)
- Upgrade and update of cloud services in line with Mojo releases for cloud customers and access to software upgrades and updates for on-premise customers
- 24x7 phone, email, online support, with 2 hour response time for critical issues
Severity Levels and Response Time
When a problem is reported to support, a ticket is created and a severity level assigned. The severity of the case determines the priority and time within which a support engineer will engage in the case.
Tickets with Severity Levels I and II are treated with high priority. Mojo Networks assigns the best possible resources to resolve the problem or provide a workaround in a timely manner. Tickets with Severity Levels III through V are treated as medium to low priority and resolved by the normal ticket handling process.
The following table provides the mapping of the severity level with the response time taken for resolution.
* Status is reported via phone or email as requested. Customers can also view the cases on support portal.
When a case of severity level I or II has been open for longer than the prescribed severity level time limit listed above, it can be escalated by doing one of the following:
- Call the Mojo support number and request the case be escalated
- Send an email to the Mojo support with *HAVE Escalation* in the email subject line and case number (if available). The email body must also contain customer name and contact information, and a clear description of the issue.
Mojo’s escalation process ensures that our management team is notified and briefed throughout its life of critical cases and that the appropriate resources are used to resolve technical problems as quickly as possible.
If a customer does not feel that adequate progress is being made towards resolution or that the quality of service is not satisfactory, the customer may escalate the problem. They can ask to work with the support shift supervisor for assistance with an escalation.
Escalation Visibility Timeline
The following table provides the escalation and management notification timeline for each severity level. The escalation continues until the issue has been resolved or a satisfactory workaround has been implemented.
* Severity I escalation time is measured in calendar hours – 24 hours per day, 7 days per week. Severity II, III, IV, and V escalation times correspond with Standard Business Hours.