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Contact Support

Metify is committed to helping you get the most out of the MOJO platform. Our support team is available to assist with technical issues, configuration questions, and platform guidance.

How to Reach Us

Email Support

For all support inquiries, email us at:

support@metify.io

Our team monitors support requests during business hours and will respond as quickly as possible.

What to Include in Your Request

To help us resolve your issue efficiently, please include the following information in your support email:

Information Description
Subject line Brief summary of the issue
MOJO version The version of MOJO you are running (found in the dashboard)
Installation type Virtual Appliance or Hardware Appliance
Description Detailed description of the issue or question
Steps to reproduce If reporting a bug, include the steps to reproduce the issue
Screenshots / logs Attach any relevant screenshots, error messages, or log files
Environment details Operating system, browser version, network configuration if relevant
Urgency Indicate the business impact (see severity levels below)

Severity Levels

We prioritize support requests based on the following severity levels:

Severity 1 — Critical

Production system down or major feature completely unavailable. The platform is non-functional and no workaround is available. Business operations are significantly impacted.

Example: MOJO appliance is unreachable, all managed servers are offline.

Severity 2 — High

Major feature degraded or partially unavailable. The platform is functional but a key feature is impaired. A workaround may exist but is not sustainable.

Example: Firmware updates fail for a specific OEM, discovery service intermittently drops results.

Severity 3 — Medium

Minor feature issue or general question. The platform is functional and a workaround is available. The issue does not significantly impact operations.

Example: Dashboard displays incorrect timestamp, a specific BIOS setting is not reflected after apply.

Severity 4 — Low

General inquiry, documentation question, or cosmetic issue. No operational impact. Informational request or minor UI inconsistency.

Example: Requesting clarification on a configuration option, reporting a typo in the UI.

Support Hours

Coverage Hours
Standard Support Monday -- Friday, 9:00 AM -- 6:00 PM ET
Emergency Support For Severity 1 issues, email with "URGENT" in the subject line

Tip

For the fastest resolution, include as much detail as possible in your initial request. This helps our team diagnose and address your issue without additional back-and-forth.

Escalation Path

If your issue requires escalation beyond initial support:

  1. Tier 1 — Support Team: Initial triage, common issues, and configuration guidance.
  2. Tier 2 — Senior Support Engineers: Complex technical issues, deep diagnostics, and log analysis.
  3. Tier 3 — Engineering Team: Product defects, platform-level issues, and code-level investigation.

Your support representative will manage escalation on your behalf. If you feel your issue needs to be escalated, let us know in your reply and we will prioritize accordingly.

Additional Resources

Before contacting support, you may find your answer in these resources: