Support Terms

Last Updated: February 1, 2025

1. Support Coverage

MojoAuth provides technical support for its authentication services, including passkeys, magic links, Email OTP, Phone OTP (SMS), WhatsApp OTP, social login, and Multi-Factor Authentication (MFA). Support levels depend on your plan, as described below, and support is provided in English.

2. Support Plans

2.1 Standard Support (Free)

• Hours: Monday to Friday, 9 AM to 5 PM Pacific Standard Time (excluding holidays)
• Initial Response Time: Within 24 hours
• Communication: Email support
• Number of Authorized Contacts: 2

2.2 Premium Support (Business Pro)

• Initial Response Time: Within 12 hours
• Communication: Email support
• Number of Authorized Contacts: 5

2.3 Enterprise Support (Enterprise)

• Hours: 24/7/365
• Initial Response Time: Within 1 hour for critical issues, 4 hours for high severity
• Communication: Email support and a dedicated account manager

3. Contacting Support

To contact MojoAuth Support: Email support@mojoauth.com.

Please provide your account information and a detailed description of the issue when contacting support.

4. Support Scope

MojoAuth Support covers:

• Questions regarding MojoAuth service functionality
• Troubleshooting of errors or unexpected behavior
• Assistance with API integration
• Guidance on best practices for using MojoAuth services

Support does not include:

• Extensive code writing or debugging of customer applications
• On-site services
• Training (separate training services are available)

5. Customer Responsibilities

Customers are expected to:

• Maintain current contact information for authorized support contacts
• Provide timely and accurate information when reporting issues
• Make reasonable efforts to resolve issues using provided documentation before contacting support
• Maintain a current, paid subscription to receive support

6. Service Level Agreements (SLAs)

MojoAuth strives to maintain 99.9% uptime for its authentication services. Detailed SLAs are provided in the Master Subscription Agreement.

7. Third-Party Services

MojoAuth Support does not cover third-party services or integrations not provided by MojoAuth. However, we will make reasonable efforts to assist with interoperability issues.

8. Support for Deprecated Features

MojoAuth will provide support for deprecated features for 12 months from the announcement of deprecation, unless otherwise specified.

9. Changes to Support Terms

MojoAuth reserves the right to modify these Support Terms. Material changes will be communicated to customers with 30 days' notice.

By using MojoAuth's support services, you agree to abide by these Support Terms.