Support Request Process
Ensuring Prompt, Transparent, and Effective Support for Our Clients and Partners
1. Submitting a Support Request
To initiate a support request, customers and partners should email [email protected] or click here to submit a new request. For the most efficient resolution, please include the following information:
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Client Name: Example – ABC Corp
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moov Name: Example – Standard 401k to Empower
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Detailed Description: Clearly describe the issue or question.
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Example Question: “How do I add a new user to my detamoov account?”
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Example Issue: “Can we schedule a call to configure the Standard 401k to Principal?”
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Attachments (if applicable): Include any relevant files, error messages, logs, or screenshots to help us assess the issue.
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Example: A screenshot of an integration error message.
2. Ticket Creation & Acknowledgment
Once your request is received:
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A ticket is automatically generated in our support ticketing system.
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You will receive an acknowledgment email confirming your request has been logged.
3. Initial Review & Response
- Our support team begins reviewing the request promptly.
- An initial response is typically provided within 20 minutes during standard support hours.
4. Investigation & Troubleshooting
- The support team investigates the issue thoroughly, which may include replicating the behavior in a controlled test environment.
- If additional information is needed, we will follow up promptly for clarification.
- Based on our findings, we will provide a resolution path, this could include guidance, configuration updates, or escalation if needed.
5. Resolution & Communication
- Once a resolution is identified, the support team will share a detailed response via email, video walkthrough, or a scheduled Teams call.
- Any configuration changes made within detamoov will be clearly documented and communicated.
6. Ticket Closure & Feedback
- A ticket will be closed once the customer confirms resolution or after a defined period of inactivity.
- We welcome feedback on your support experience to continuously improve our support.
If you have any questions or need assistance at any point, the detamoov Support Team is here to help.
