Work with a team that is familiar with your applications and systems through Customer Aware Support
Familiarity with your business
Work with a named Technical Account Manager (TAM) to help with operational rigor, platform health and architecture stability
Technical Account Management
Receive 60-min response times for P1 cases to accelerate issue resolution for business critical needs
P1 enterprise-level response times
Customer Care services
The Customer Care Levels
Analyzing requests received from the 2nd line
Resolving complex incidents
Maintaining and updating project documentation
Assessing change requests
Updating task statuses in the Service Desk
Collaborating with key users
Highly skilled experts handle the most complex issues requiring deep knowledge of MPI Apps
3 level
Analyzing requests received from the 1st line
Resolving incidents escalated by the 1st line
Maintaining and updating project documentation
Assessing change requests
Updating task statuses in the Service Desk
Maintaining the incident resolution knowledge base
Collaborating with the Discipline team
A team of knowledgeable MPI Apps consultants resolving most user issues effectively
2 level
1 level
Analyzing information from user requests
Identifying incident causes
Searching for solutions in the knowledge base
Providing user consultations on system operation
Creating and updating user guides and instructions
Escalating unresolved incidents to the 2nd line
Updating task statuses in the Service Desk
It serves as a centralized hub that handles incidents, inquiries, and change requests from end users
We have developed a three-level support structure that ensures convenience, speed, and professionalism in resolving any issues.
Before you contact support
Tip: If your organization or company has a Help Desk, ask them to help you gather information and details from your users.
Before contacting MPI Cloud for help with your WMS or MES, you can help us by gathering information about your issue.
Gather Information
Description of the problem and your expectations if things were working properly. In addition to what isn't working, it's helpful for us to know what's actually happening
Description of the steps to reproduce the problem, including date, time, time zone when the problem occurred (helpful for searching our logs), and any troubleshooting steps taken
Whether the problem is consistent or intermittent and reproducible on a different device, or operating system.
Legible screenshots showing the full exact error message or condition.
Affected usernames and, if applicable, MPI product and version
Types operating system, and running extensions, including internet security, firewall, anti-virus, or pop-up blocking software
Contact Support
If support requests any additional information, attach it to the response email.
You can attach files up to 25 MB to the email. Compress and split larger files.
Send your question or suggestion, and our support team will respond promptly
1.1. Support working hours are from 10:00 to 18:00 Moscow time, excluding weekends and official public holidays. 1.2. For Priority 1 (“Critical”) incidents, response and resolution times are measured in real time, regardless of regular working hours. 1.3. For Priority 2, 3, and 4 incidents, response and resolution times are measured within support working hours.
Priority 1 — Critical Situations in which the Client cannot perform any critical business process. This includes production stoppages or disruption of central business processes in the MPI system. This priority can only be applied to production systems. • Initial response time: 2 working hours • Maximum resolution time: 8 working hours
Priority 2 — High Situations in which important business processes of the Client are significantly affected, making key business operations impossible. This includes cases where a required function is temporarily unavailable or not working properly. • Initial response time: 8 working hours • Maximum resolution time: 4 working days
Priority 3 — Medium Situations in which a specific business process of the Client is affected, causing difficulties in performing certain operations. This includes intermittent unavailability or malfunction of functions not critical to core activities. • Initial response time: 8 working hours • Maximum resolution time: 8 working days
Priority 4 — Low Situations that do not affect the Client’s business processes. This includes minor failures, temporary unavailability, or malfunction of functions that do not impact everyday business. • Initial response time: 16 working hours • Maximum resolution time: 16 working days
Incident priority is determined based on the impact of the incident on the Client’s systems and business processes. Priority is established jointly with the Client at the time the incident is logged.