Moerie Customer Service — Expert Overview

Contents

1 Moerie Customer Service — Expert Overview

Moerie Customer Service (established 2016) supports a global SaaS and hardware product portfolio from headquarters at 1250 Market St, Suite 400, San Francisco, CA 94103 and a European operations hub at Friedrichstraße 56, 10117 Berlin, Germany. As of Q1 2025 Moerie operates 24/7 support across three time zones with 120 full-time agents, 8 named account managers, and a dedicated 3‑person escalation engineering team. The organization processes on average 18,500 tickets per month (≈616 tickets/day) and sustained a customer satisfaction (CSAT) score of 92% (4.6/5) and Net Promoter Score (NPS) of 54 in 2024.

This overview details the operational model, SLAs, tooling, staffing, pricing for support plans, and practical steps customers and partners should expect. All operational benchmarks below are measured and reported monthly; SLA compliance was 99.2% in 2024 and average first-response time was 1 hour 48 minutes (median 55 minutes). For immediate contact: US toll-free +1-800-555-0199, EU +49-30-12345678, email [email protected], and web support at https://support.moerie.com.

Team Structure, Staffing & Locations

Moerie’s support organization is split into three layers: Tier 1 (general troubleshooting and triage), Tier 2 (product specialists), and Tier 3 (escalation engineers for complex or hardware-failure cases). Tier 1 handles roughly 65% of incoming interactions and maintains an average handle time (AHT) of 12 minutes 30 seconds. Tier 2 and 3 are staffed by subject-matter experts; the escalation team has a guaranteed 1-hour response SLA for Enterprise customers and participates in on-call rotations with one engineer always available by phone.

Staff training and capacity planning are data-driven: onboarding equals 40 hours of formal product and systems training plus 4 hours/week of continuous learning. Forecasting uses a 12-week rolling model with Erlang C assumptions; target shrinkage is managed under 28% to maintain a 95% schedule adherence. Physical addresses for support mail and returns: Moerie RMA Center, 611 Logistics Way, Richmond, CA 94804 (for RMA labels, reference RMA# on the portal).

Channels, SLAs & Support Workflow

Moerie supports five primary channels: web ticket portal, email, phone, live chat, and API-based incident creation. Public support portal: https://support.moerie.com (ticket creation, KB, firmware downloads). API endpoint for enterprise integrations: https://api.moerie.com/v1/tickets with a documented rate limit of 120 requests/min and OAuth2 bearer token authentication. SLAs are tiered by plan: Basic — response within 48 hours, Pro — initial response within 4 hours, Enterprise — initial response within 60 minutes and a guaranteed on‑site technician within 48 hours for covered hardware contracts.

Workflow emphasizes first contact resolution (FCR), which averages 78% company-wide. Tickets are auto-categorized using taxonomy with 82% accuracy and routed through a least-occupied routing engine; 14% of tickets require escalation to a specialist. Median resolution time for software issues is 14 hours; hardware replacement lead time for stock-covered models is 2.4 business days within the contiguous US.

Tools, Automation & Knowledge Management

Moerie runs a hybrid stack: Zendesk for ticketing and macros, Salesforce for account and billing linkage, ElasticSearch-backed knowledge base, and Sentry/Datadog for product telemetry correlation. Automation rules handle 28% of routine tasks (password resets, license validations, firmware checks) through a combination of macro-driven chatbots and webhook-triggered workflows. The knowledge base contains 1,350 articles, 430 step-by-step troubleshooting guides, and a 92% article usefulness rating aggregated from customer feedback.

For enterprise customers Moerie offers API-driven alerting and a webhook-based incident feed; sample integration docs are at https://docs.moerie.com/integrations with versioning (v1 stable since 2020). Product telemetry correlation reduces mean time to detect (MTTD) by 41% when integrated; escalations include full packet captures or diagnostic logs attached to tickets to avoid repetitive data requests.

Training, Quality Assurance & Escalation Path

Quality assurance is continuous: Moerie QA analysts sample 5% of closed tickets weekly for scorecard-based evaluation (accuracy, empathy, SLA adherence). Calibration sessions occur monthly with cross-functional input from product, engineering, and support leadership to maintain a target QA score above 88/100. New agents achieve full independence after an average of 6 weeks and a passing QA score of ≥85% on a ramp checklist.

Escalation is a three-step documented path: Tier 1 → Tier 2 → Escalation Engineering with SLA triggers. For Enterprise contracts there is an assigned Technical Account Manager (TAM) available at +1-800-555-0199 ext. 210 and quarterly business reviews (QBRs) scheduled with documented remediation plans. Root-cause analyses (RCAs) for incidents rated Sev 1 are produced within 72 hours and include a 30/60/90-day mitigation plan.

Service Plans, Pricing & Commercial Details

Moerie sells four published support offerings: Basic (free with product registration), Pro ($29/user/month billed monthly), Business ($149/user/month billed annually), and Enterprise (custom pricing starting at $499/month for base account). Business plans include 24/7 chat and phone during business hours plus one dedicated account manager; Enterprise adds a named TAM, API access with higher rate limits, monthly operational reports, and an option for on-site SLA. Hardware RMA shipping and advanced replacement are add-ons priced at $49 per unit for 2‑day exchange in the contiguous US.

Contracts are managed via the procurement portal at https://www.moerie.com/enterprise with common terms: 12‑ to 36‑month durations, auto-renewal with 60-day opt-out, and refund clauses for SLA misses (credits up to 50% of monthly support fees for repeated SLA violations). Billing inquiries are handled at [email protected] or +1-800-555-0199 ext. 300.

Operational KPIs, Reporting & Customer Preparation

Key KPIs tracked daily and reported monthly: CSAT (target ≥90%), NPS (target ≥50), First Response Time (target ≤2 hours Pro), Mean Time to Resolution (target ≤24 hours for software), First Contact Resolution (target ≥75%), SLA compliance (target ≥99%), Ticket Volume, Backlog (target <1,200 backlog tickets).

Standard reports provided to Business/Enterprise customers: monthly SLA report, incident trend analytics, root-cause digests, and an on-demand CSV export of all interactions (retention 18 months). Reporting API endpoint documented at https://api.moerie.com/v1/reports with OAuth2 access for Enterprise customers.

Before contacting support customers should prepare key data to speed resolution: product serial number, firmware version, account ID, precise timestamps, screenshots or video (30–60 seconds), and the result of any troubleshooting steps already taken. For hardware returns include the RMA number and ship-to label; for urgent outages call the emergency hotline +1-800-555-0199 (press 1 for urgent incidents) to activate the Sev 1 playbook.

Moerie’s approach balances automation, measured human expertise, and transparent commercial terms. For immediate access and self-service resources visit https://support.moerie.com or contact [email protected]. The operational playbook is reviewed quarterly and public summaries of SLA performance are published on https://status.moerie.com with historical uptime data back to 2018.