Client Help Desk
Client help desk
The fastest way to get help is a written request: it’s timestamped, prioritized, and visible to the whole team, not just whoever reads email first.
Ways to get support
Submit a request
Use the contact form and choose ‘Existing client support’. Describe the issue, who’s affected, and when it started; you’ll get a confirmation and updates by email.
Email support
Email info@moonscape.biz with ‘Support’ in the subject line. Include screenshots if you can.
How we prioritize
Every ticket gets a priority so the right issues jump the line.
P1 · Critical
What it means
Business stopped or a security incident in progress
Examples
Network down, ransomware suspected, email offline for everyone
Typical target
Response within the hour, worked continuously (per your plan’s SLA)
P2 · High
What it means
A team or key person can’t work
Examples
Line-of-business app down, a manager locked out, printer failure in a busy department
Typical target
Response within a few business hours
P3 · Normal
What it means
Someone is inconvenienced but working
Examples
Slow laptop, a rule in Outlook, a shared-drive permission
Typical target
Next business day
Common requests
Onboarding a new employee
Use the onboarding request form so accounts, devices, and access are ready on day one.