OUR COMMITMENT TO INTEGRITY AND COMPLIANCE

SUPPORT
POLICY

Mosaic offers it’s customers a wide range of support options to ensure they are able to communicate with us when necessary. Some of these options are available 24/7 and others only during business hours. Please review our Support Policy below for more information about these options.

Last Revision: 25-Aug-2019
We offer 24/7 Help Desk and web based support as well as live chat and telephone support during normal business hours to all customers.

How to reach us:

Help Desk [email protected]
Knowledgebase https://kb.mosaicdataservices.com
Client Portal https://clients.mosaicdataservices.com
Telephone 240-399-3900

How It’s Delivered:

Support is available 24x7x365 and can be accessed in a variety of ways.  Depending on nature of the issue and its severity, we will respond accordingly and you may be billed in advance for this service.

FREE Online Support 24/7:

The Mosaic Data Services (MDS) Knowledgebase is a FREE self-service video, audio and text based support system that will provide answers to virtually any support question you may have.  If you are unable to find an answer in the MDS Knowledgebase, please let us know and we may waive any support fees associated with resolving your issue.

Help Desk / Email Support:

If you send and email to [email protected], a ticket will automatically be created in our system and a member of our Support Staff will respond to the ticket in accordance with our standard Service Level Agreement (SLA) depending on the nature of the issue and its severity.

If your issue is not a Covered Service and you do not have a Dedicated Support or Managed Services Agreement in place, you will be required to sign a work authorization form and provide your credit card information prior to us beginning work on your issue.

Client Portal:

If you visit our Client Portal you can submit a ticket directly to our Help Desk.   You will receive an automatic response and a member of our Support Staff will respond to the ticket in accordance with our standard Service Level Agreement (SLA) depending on the nature of the issue and its severity.

If your issue is not a Covered Service and you do not have a Dedicated Support or Managed Services Agreement in place, you may be required to sign a work authorization form and provide your credit card information prior to us beginning work on your issue.

Please refer to our standard Service Level Agreement (SLA) and MDS Covered Services documents for more detail on our covered services, response and resolution times.

Phone Support:

If you call our office during normal business hours, we will open a ticket for you and depending on the nature of your issue and its severity, you may be patched through to a Support Team.

If your issue is not a Covered Service and you do not have a Dedicated Support or Managed Services Agreement in place, you may be required to sign a work authorization form and provide your credit card information prior to us beginning work on your issue.

Please refer to the MDS SLA for more detail on our response and resolution times.

LEARN HOW TO ENHANCE YOUR OWN

EMAIL SECURITY

The team at Mosaic do an excellent job!

The team at Mosaic goes above and beyond what someone would expect regarding customer service. Anytime I have a problem they are quick to respond, usually within the hour, and the problem is resolved. Several years ago, they designed and created my website and last year they assisted with setting up my company to accept credit cards. Jason and his staff do an excellent job!

Rowland Dennie
RowLandscapes

Mosaic Data Services has been incredible, and I am so glad I found them!

Mosaic Data Services has been incredible and I am so glad I found them. I was in great need of updating/redesigning the website for my dental practice and had spoken with several different companies before I was introduced to Mosaic. They did an amazing job with my website and I couldn’t be happier. Jason and Dimitrios were both extremely professional and helpful. They designed my site and had it up and running within just a few days. If you are looking to create a new website or redesign an existing one, look no further. I highly recommend Mosaic!

G Jahanmir
G Jahanmir, DDS

We’ve found the entire team to be extremely responsive and a real pleasure to work with.

This team is tops at what they do! They design and service beyond expectation and are always working to make recommendations that suit our company budget and objectives. We’ve found the entire team to be extremely responsive and a real pleasure to work with. If you’re looking for website design,support, hosting services, application development or social media management, start here and save yourself a lot of time

Alaina Love
Purpose Linked Consulting

Quick, efficient, knowledgeable – and fantastic people. Could not recommend any better!

We’ve been working with Mosaic and the team- they are top notch! Quick, efficient, knowledgeable – and fantastic people. Could not recommend any better! 

Cathy Ferguson

Microsoft 365 Experts!

Mosaic has helped me multiple times with website and email issues and recently, with some major Microsoft 365 issues. They are patient, explain things in lay person terms and go way above and beyond when they work with you. I thought I had lost 5 years’ worth of documentation on my business when I switched computers and upgraded to Windows 11, but Mosaic found it all for me in an old One Drive account! I was astonished and grateful to Mosaic for fixing this issue which I thought was unsolvable. Mosaic provides better technical and customer support than any other online service I have worked with!

Sheri Mahaney

Everyone we have worked with has been very helpful

Everyone we have worked with has been very helpful. Tanya was great in explaining why we were having issues and coming up with a plan to mitigate those issues. Josh and Jon have always been extremely responsive to any request or question we have had. 

Nicole Sager

We are really pleased with their team.

Mosaic has been tremendous for us from restructuring our internal IT needs to creating a beautiful website for us and hopefully, to helping us use SEO to increase brand awareness. We are really pleased with their team. I highly recommend them to any business owner that needs top notch IT and website services.

Wendy Biava
CFO Restart

Always so helpful!

Mosaic is always so helpful and easy to work with. Everyone at Mosaic responds promptly to any questions I have. Their customer service is excellent, and I would highly recommend them!

Megan Kilroy

Super helpful!

Mosaic Data Services provides super helpful IT tech support, Email support and has helped me figure out my multiple accounts so that I can be more efficient at my job. They’re the BEST!!! 

Mimi Sawhill Davidson

Head and shoulders above the rest!

No matter how effusive my praise or positive my review is here about Tanya and the team at Mosaic, it could never truly do them justice! They are head and shoulders above the rest when it comes to web design. This is my fourth website, and it is by far my most spectacular. It is cohesive, clean, functional and gorgeous! Not only is Tanya wicked talented, having an eye for design and what will work or not, along with an innate ability to pull all the pieces together, but she is always so positive! Thank you, thank you so much!!!!!!

Laura Labovich
The Career Strategy Group

Extraordinary Hosting Quality

Extraordinary hosting quality, very fast servers, a great choice for wordpress and applications hosting. Support is awesome and their team has a high level of knowledge and is always willing to help! Highly recommended, hands down.

Evan
Digital Arts Media Services

Mosaic has been spectacular at timely responses to our evolving needs regarding website, IT services, etc. Nicely done!

Over the past year, our team has been establishing a new business and have used Mosaic for IT services. It goes without saying, that in starting a business, the way you think things should be, ultimately need to change. Mosaic has been spectacular at timely responses to our evolving needs regarding website, IT services, etc. Nicely done!

Randall Smith

POWERFUL TECHNOLOGIES

We leverage the knowledge, capabilities, and resources of our technology partners to
better support your organization.

READY TO TAKE THE NEXT STEP?

GET STARTED TODAY