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Mochadocs Support Ticket Handling & Priority Policy

At Mochadocs, we want you to be able to work with contracts without interruption. That is why we use a clear and structured support process. This page explains how we handle support tickets, how we set priorities, and what response times you can expect.

 

Last Modified: January 18, 2026

 

 

For Mochadocs Team and Enterprise Customers only

 
How We Handle Your Ticket

  1. You submit a ticket via our support channel.

  2. We classify and prioritize your ticket.

  3. You receive a confirmation and iof possible, with the expected response time.

  4. We resolve the issue or answer your request and confirm before closing the ticket.

Mochadocs reserves the right to modify the Mochadocs Support Ticket Handling & Priority Policy or its policies relating to the Service at any time, effective upon posting of an updated version of this Mochadocs Support Ticket Handling & Priority Policy. You are responsible for regularly reviewing the Mochadocs Support Ticket Handling & Priority Policy . 

Ticket Types


Mochadocs always classify a ticket first. This determines priority and handling.

 

A. Incident
Something is broken or blocking work.
Examples:

  • System not accessible
  • Signing does not work
  • Contracts cannot be opened

 

B. Service Request
User wants something done.
Examples:

  • New user account
  • Permission change
  • Template upload

 

C. How-to / Question
User needs explanation or guidance.
Examples:

  • How to create a workflow
  • How to use Create or Manage
  • Where to find reports


D. Change / Improvement
User suggests or asks for new functionality.
Examples:

  • Feature request
  • Process improvement
  • UI change

Priority Levels

 

Priority Name Definition Example
P1 Critical System unusable or core process blocked Cannot login
P2 High Major function broken, workaround exists Create works, Sign does not
P3 Medium Partial issue or inconvenience One user cannot upload files
P4 Low Question, request, or improvement How-to questions, feature ideas

Response & Resolution Targets

 

Priority First Response Target Resolution
P1 Within 30 minutes Same day
P2 Within 2 hours Within 1 business day
P3 Within 1 business day Within 3 business days
P4 Within 2 business days Planned or backlog

Please note: resolution times depend on the complexity of the issue and may vary in exceptional cases.

Our Support Process

 

Step 1 – Submit your ticket

You submit your ticket via our support portal or email.

 

Step 2 – Classification

We determine:

  • The ticket type

  • The priority

  • Which part of Mochadocs CLM is involved (Create, Sign, Manage)

 

Step 3 – Confirmation

You receive a confirmation email with:

  • Your ticket number

  • The assigned priority

  • The expected response time

 

Step 4 – Handling and investigation

  • P1 and P2 tickets are handled immediately and actively monitored

  • P3 and P4 tickets are handled in the normal support flow

If needed, we involve our product or development team.

 

Step 5 – Resolution and closure

We solve the issue or answer your question and confirm this with you before closing the ticket.

Escalaton Rules

Mochadocs (automatically) escalate tickets when:

 

  • P1 is not resolved within target time

  • Multiple customers are affected

  • Legal or contract processes are blocked

  • Root cause is unclear after first analysis

 

 

Our Goal

Keep your contract processes running and reliable with Mochadocs Contract Lifecycle Management.

 

This support process helps us:

  • Protect critical contract workflows

  • Resolve issues faster

  • Continuously improve Mochadocs based on your feedback