Support Policy – Mochi

Terms and Policies

Support Policy

Update Date: June 26, 2019

This Mochi Support Policy (“Support Policy”) accompanies the Mochi Subscription Terms of Service, available at or a successor URL (the “Agreement”) entered into between you (“Customer”) and Mochi. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Mochi offers support services for the Service (“Support “) in accordance with the following terms:

A. Support Hours. Support is provided Monday through Friday, 9am to 5pm Mountain Standard Time.

B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (” Incidents”) by contacting Mochi in the Service via the Mochi Messenger or via email at Customer will provide information and cooperation to Mochi as reasonably required for Mochi to provide Support. This includes, without limitation, providing the following information to Mochi regarding the Incident:

Aspects of the Service that are unavailable or not functioning correctly

  • Incident’s impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files or data
  • Wording of any error message

C. Incident Response. Mochi’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.

  • Priority Level
  • Description
  • Target Response Times

Priority 1

Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.

2 Hours

Priority 2

Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.

1 Day

Priority 3

Non-critical issue; no significant impact on performance of the Service but user experience may be affected.

3 Days

D. Exclusions. Mochi will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Mochi’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

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