MOBLUEHQ support is async-first. We read every report; we do not staff a 24/7 chat desk during early customer onboarding.
Response window
| Channel | Expectation |
|---|---|
| In-product Report | First human reply within 48–72 hours on business days (US Central bias) |
| License or activation blockers | Same window; mark urgent — cannot activate in the subject or description |
| Security issues | security@mobluehq.com — see Trust center; do not paste exploits in public bugs |
Weekends and US holidays may extend the window. Critical outages appear on the status page without waiting for individual replies.
How to file from inside a product
Most MOBLUEHQ shells include Report in the menu or command palette.
- Reproduce or note the last step before the failure.
- Open Report (wording may be Send feedback in some builds).
- Describe expected vs actual behavior in plain language.
- Attach logs when the form offers them — they stay with the ticket, not in public docs.
- Copy the reference ID if shown; include it in any follow-up email.
Step-by-step for forge: Report bugs.
What to include
- Product name and build version (About box)
- OS and hardware class if performance-related
- Receipt export or last successful step for dispatch issues
- Whether you are on offline grace (licensing)
What not to include
- API keys, license keys, or patient/PII
- Full disclosure text unless your agreement explicitly allows it in tickets
What happens after you file
- Ticket enters the MOBLUEHQ bug registry (customer-visible IDs may appear on the status page when triaged).
- Engineering reproduces using your logs and receipts when possible.
- You receive email or in-app notice on status changes — not every intermediate commit.
Network triage with signed submit (“Filed as Bug #N”) rolls out per product; until then, email confirmation is the source of truth.
Self-serve before waiting
| Topic | Doc |
|---|---|
| Install and first run | Quickstart |
| License errors | Activation and licensing |
| Live incidents | Status page |
| Known beta limits | Beta and known issues |
| Privacy questions | Offline and privacy |
Sales, billing, and seat changes
Licensing and seat count changes go through the same contact as onboarding — not the Report form. Reference your account email and company name.