Support
We're Here
When You Need Us
Every MurrCloud plan includes dedicated support. We're not a ticket queue — we're a partner in your business operations.
Contact Channels
Email Support
Send us a message and we'll respond with a detailed answer, not a canned reply.
Response within 4 business hours
Live Chat
Chat directly with a MurrCloud team member from within your platform dashboard.
Mon–Fri, 9am–6pm ET
Available in-platform
Priority Phone Support
For business bundle clients — direct access to your dedicated account manager.
Bundle plans only · Mon–Fri, 9am–5pm ET
Number provided at onboarding
Response Time SLAs
| Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Platform down or data integrity issue | 1 hour | 4 hours |
| High | Core workflow blocked, no workaround | 4 hours | 1 business day |
| Medium | Feature not working as expected, workaround exists | 1 business day | 3 business days |
| Low | General questions, how-to, enhancements | 2 business days | Best effort |
Support FAQ
What is included in onboarding support?
Onboarding includes data migration, initial configuration, user training sessions, and a go-live check. For bundle plans, onboarding is a dedicated project with a defined timeline and project manager.
Can I request custom training sessions?
Yes. Role-specific training sessions (e.g., accounting team, warehouse team, sales team) can be arranged as part of onboarding or as separate paid sessions after go-live.
How do platform updates work?
Platform updates are managed by MurrCloud and deployed in maintenance windows. You'll receive advance notice of any updates that may affect your workflow, and we test all updates against your configuration before deploying.
What if I need a new feature or customization?
Custom module development is available. Features are scoped, quoted, and built by our development team. Many common customizations are already available as optional add-ons. Contact us to discuss your requirements.
Is my data backed up?
Yes. All MurrCloud instances are backed up daily with 30-day retention. For bundle plans, we perform point-in-time recovery testing quarterly. You can also request a data export at any time.