Service Level Summary
Proactive monitoring, fast response, and clear escalation — the service standards behind “technology that just works.”
This page summarizes the service levels managed clients can expect from Möbius. It’s a plain-language overview — the binding terms for your account live in your Master Services Agreement and Service Order.
Support hours
Standard support is available 8:00 AM–5:00 PM, Monday through Friday, excluding state and federal holidays. After-hours emergency support is available for critical issues and is billed separately at the rate shown on your Service Order.
Response targets by priority
We triage every request by its impact on your business and respond accordingly:
| Priority | Example | Response target* | On-site target* |
|---|---|---|---|
| P1 — Critical | Complete business stoppage | Within 1 hour | Same day |
| P2 — Major | Significant degradation; multiple users affected | Within 1–2 hours | Next business day |
| P3 — Standard | Single user or application down | Same business day | Next business day |
| P4 — Minor | No immediate impact on operations | Scheduled | Next scheduled visit |
| P5 — Info | Requests and routine reporting | As scheduled | As available |
*Targets reflect standard business hours for managed clients. Exact, contractually binding response and resolution targets for your account are defined in your Master Services Agreement and Service Order.
On-site dispatch
When an issue can’t be resolved remotely, we dispatch a technician. On-site visits within our local service area are included; dispatch beyond that area may include a travel charge, which is disclosed on your Service Order before any work begins.
Network and connectivity
For internet service delivered over Möbius-owned fiber and fixed-wireless infrastructure, we monitor 24×7 and target high availability with proactive alerting. Where connectivity is resold from a third-party carrier, availability commitments follow that carrier’s service-level terms in addition to ours.
Escalation
If a critical issue isn’t progressing, it escalates within our team automatically and can be raised directly with management. Managed clients receive preferred response — no disappearing queues and no surprise invoices.
What this covers
Service levels apply to the services selected on your Service Order. Project work, items outside the agreed scope, and issues caused by third parties or factors beyond our reasonable control are handled separately, as described in your agreement.
This summary is provided for general information. The specific, binding service levels for your organization are governed by the executed Master Services Agreement and Service Order; those documents control.