For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
Logo
DeveloperAcademyCommunityStatus
  • Getting Started
    • Welcome to Moveworks
    • Roadmap & Release Notes
    • Moveworks Best Practices
    • Labs
    • Professional Services
    • Support
      • Moveworks Support Scope
      • Ensuring your bot is always available
      • GovCloud After Hours and Weekend Support Process
      • API Versioning Policy
      • Moveworks Support Transition to ServiceNow Now Support
  • AI Assistant
    • AI Assistant Overview
    • Capabilities
    • Web Experiences
    • Analytics & Performance
  • Enterprise Search
    • Overview
    • Agentic RAG Overview
    • Content Ingestion Platform
    • Profile Boosting
    • Retrieval
    • Permissions Platform
    • Built-in Content Connectors
    • Build your own Content Connectors
    • Configure Search
    • Configure Enterprise Search
    • Vetted Content
    • Writing AI-Ready KB Articles
    • Document Chunking and Snippetization Overview
  • Productivity Boost
    • Overview
    • Configure Productivity Boost
    • Quick GPT
    • Calendar Management
    • Brief Me
DeveloperAcademyCommunityStatus
On this page
  • How to Request After Hours Support
  • 1. Send an Email to Our Support Team
  • 2. Ticket Creation & Triage
  • 3. Handoff to GovCloud Support Team
Getting StartedSupport

GovCloud After Hours and Weekend Support Process

Please follow the steps below to engage our After Hours and Weekend Support Team:

||View as Markdown|
Was this page helpful?
Edit this page
Previous

API Versioning Policy

Next
Built with

During after-hours, weekends, or holidays, our GovCloud Support team is unavailable. To ensure critical issues are addressed without delay, we ask that any Priority 1 (P1) or Priority 0 (P0) incidents be submitted directly to our Global Support team. They are equipped to escalate urgent outages and service-impacting issues to our engineering teams for immediate attention.

How to Request After Hours Support

1. Send an Email to Our Support Team

If you require assistance over the weekend, please email your issue to: 📧 support@moveworks.ai

  • Set the subject to [GovCloud After Hours Support] followed by a brief overview of the issue
  • Please include as much detail as possible about the description of the issue and impact on your operations.
    ⚠️Do not include any PII or sensitive data.

2. Ticket Creation & Triage

Once your email is received:

  • A ticket will automatically be created and routed to our Weekend Support Team.
  • The team will review the issue and determine the appropriate priority level and escalate critical service-impacting issues to our engineering team for immediate attention.

3. Handoff to GovCloud Support Team

After triage, the Weekend Support Team will hand the ticket over to our specialized GovCloud Support Team. The GovCloud team will then log the ticket in our GovCloud-specific support ticketing system and continue working the issue from there.