At MOCA, and as detailed in the terms of service here, our operating hours are dependent on your subscribed support level:
- A) Standard Support
For MOCA Standard and MOCA Pro plan Service Customers, INNOQUANT will process Requests during the Hours of Operation, unless otherwise indicated in CONDITIONS. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day.
- B) Premium Support
For MOCA Enterprise Service Customers, INNOQUANT will provide non-interrupted online and telephone assistance (24 hours a day, seven days a week). Priority P1 Requests are dealt with within an initial response time of one hour, 24 hours a day, and seven days a week. If a user requests support with Priority P1 during a weekend or a holiday, they must make a phone call to obtain a response. Priority P2, P3, and P4 Requests are serviced 24 hours a day, seven days a week. Priority P2 Requests received by telephone will be addressed directly by INNOQUANT Assistance Personnel. Priority P2, P3, and P4 Priority Requests submitted in writing through the Online Help Center or the support portal will be addressed with an estimated initial response time of one Business Day or less.
The hours of operation for standard support are 09:00-18:00 Central European Time, from Monday to Friday, except for holidays in Spain and local holidays of the province.