Understanding the Difference

To ensure clear expectations regarding the support services provided, it's important to differentiate between Customer Support and Technical Maintenance Support. While both are crucial for a successful and positive user experience, they address different needs and areas of responsibility.

1. Customer Support:

Focus: Customer Support, often also referred to as User Support or Help Desk, is primarily focused on assisting end-users with the day-to-day usage of the system or application. It's centered around user-facing issues, questions, and guidance.

Scope of Issues Addressed:

• "How-to" Questions: Answering questions about how to use specific features, functionalities, or navigate the system. Examples include: "How do I reset my password?", "Where can I find the reporting module?", "How do I export data to Excel?".
• General Usage Guidance: Providing instructions and best practices for using the system effectively.
• Troubleshooting User-Level Problems: Assisting users with issues they encounter while using the system, such as login problems, minor errors, or unexpected behavior from a user perspective.
• Account Management (basic): Assisting with basic account-related queries like updating contact information or accessing account details (depending on the system and support structure).

​

Delivery Method: Customer Support is often delivered through various channels such as:

• Phone Support: Direct voice communication which we do not provide for technical 
• Email Support: Asynchronous communication for less urgent queries.
• Live Chat Support: Real-time text-based assistance.
• Self-Service Knowledge Bases/FAQs: Providing readily available answers to common questions.

• User Manuals and Documentation: Comprehensive guides for system usage.

2. Technical Maintenance Support

Focus: Technical Maintenance Support, in contrast, is focused on the underlying technical infrastructure that ensures the system runs smoothly and reliably. It's primarily concerned with the server, backend, and technical components that are typically not directly visible or accessible to the end-user.

Scope of Issues Addressed: 

• Server and Infrastructure Issues: Monitoring, maintaining, and resolving problems related to servers, databases, network infrastructure, and hosting environments. Examples include: Server outages, database performance issues, network connectivity problems, storage capacity issues.
• Backend System Functionality: Ensuring the core systems and services that power the application are functioning correctly. This includes APIs, integrations, background processes, and data processing pipelines.
• System Performance and Stability: Proactively monitoring and optimizing system performance, identifying and resolving performance bottlenecks, and ensuring overall system stability and uptime.
• Security Maintenance: Applying security patches, managing firewalls, and addressing security vulnerabilities at the server and backend level.
• Software Updates and Patches (Backend): Managing and implementing updates and patches to server software, databases, and other backend components.

• Data Integrity and Backup: Ensuring data integrity, managing data backups and recovery processes.
  

3. Our Service Offering: Technical Maintenance Support

To clarify, Moxogo provides Technical Maintenance Support for the Moxogo ERP. This means our support services are primarily focused on ensuring the stability, security, and optimal performance of the underlying technical infrastructure, including the servers and backend systems.

Specifically, our Technical Maintenance Support covers:

• Server monitoring and maintenance
• Database administration and performance tuning
• Network and connectivity troubleshooting (related to server infrastructure)
• Backend system error resolution
• Application of critical security patches and updates to the server environment

Self-Help eLearning Portal for Customer Support Needs

For general customer support inquiries, including "how-to" questions, usage guidance, and troubleshooting user-level issues, we have developed a comprehensive Self-Help eLearning Portal located at https://moxogo.com/slides/all.

This portal provides:

• Detailed video tutorials on all key features and functionalities.
• Step-by-step guides and FAQs addressing common user questions.
• Searchable knowledge base to quickly find answers to specific queries.

We strongly encourage your users to utilize the Self-Help eLearning Portal as the primary resource for customer support needs. This portal is designed to empower users to quickly find answers and resolve common issues independently, ensuring efficient and readily available support.

When to Contact Technical Maintenance Support:

Please contact our Technical Maintenance Support team for issues related to:

• System outages or unavailability
• Performance degradation or slow response times
• Suspected server-side errors or malfunctions
• Data integrity concerns
• Security vulnerabilities or breaches

By clearly outlining this distinction, we aim to set appropriate expectations and ensure that you understand the scope of our Technical Maintenance Support services and the valuable resources available through the Self-Help eLearning Portal for broader customer support needs.

In summary:

• Customer Support (Self-Help eLearning Portal): User-facing questions, "how-to" guidance, basic usage issues.
• Technical Maintenance Support (Provided by Moxogo): Server, backend, infrastructure, system stability, and security.

This detailed explanation should clearly communicate the difference to your client and direct them to the appropriate resources for different types of support needs. Remember to replace the bracketed placeholders with your specific details.