Client Help Desk
How to reach support
Send a request
Use the contact form and choose ‘Existing client support’. Tell us what’s happening and who’s affected, and roughly when it started. You’ll get a confirmation by email and updates as we work it.
info@moonscape.biz with ‘Support’ in the subject line. Screenshots help more than you’d think.
How we prioritize
Every request gets one of these so the urgent ones jump the queue.
P1 · Critical
What it means
The business has stopped, or a security incident is under way
Examples
Network down, suspected ransomware, email offline for everyone
Typical target
Response within the hour and worked continuously, per your plan’s SLA
P2 · High
What it means
A team or a key person can’t work
Examples
Line-of-business app down, a manager locked out, the printer in a busy department
Typical target
Response within a few business hours
P3 · Normal
What it means
Someone is inconvenienced but working
Examples
A slow laptop, an Outlook rule, a shared-drive permission
Typical target
Next business day
Common requests
Onboarding a new employee
Send the start date, role, and manager a few days ahead and the accounts, licenses, and device will be ready before they walk in.