01—MANAGED OPERATIONS

Client Technical Support Desk

Dedicated support channel for organisations operating web platforms, automation workflows, and software systems built and maintained by Mulun Tech.

Mandatory Security Warning

Never submit passwords, private security keys, access tokens, or personal identity records through this support form.

Mulun Tech support personnel will never request your account password. If login credentials need updating, follow the secure administrator guide provided during system setup.

Support Response Times & Priority Levels

P1 — Critical Outage

Core production platform is inaccessible or unable to process transactions. Target response: < 1 Hour.

P2 — Major Degradation

Significant core workflow or integration impaired with no operational workaround. Target response: < 4 Hours.

P3 — Minor Defect

System defect affecting secondary features; operational workaround exists. Target response: < 1 Business Day.

P4 — General Inquiry

Documentation clarifications, minor content updates, or routine maintenance questions. Target response: < 2 Business Days.

TICKET DISPATCH

Submit an Operational Support Ticket

Logged tickets are queued immediately to duty engineers in our Kampala technical operations center.

Security Notice:Never include passwords, secret security keys, recovery codes or private access tokens in this form. Mulun staff will never ask you for them.

Your details

Client / organisation

Full name

Phone number(Optional)

Include country code, e.g. +256

The issue

Affected service or product

Issue category

Severity

P1 Critical — production unavailable / severe impactP2 High — major functionality affectedP3 Normal — non-critical issueP4 Request — question or enhancement

Describe the problem

What happened, what you expected, and steps to reproduce.

When did the problem start?(Optional)

Affected URL / system(Optional)

Account / project reference(Optional)

Screenshots or logs(Optional)

Optional. Remove any secrets from logs before uploading.

I have read the Privacy Policy and agree that Mulun Tech may process the information I have provided.I have read the Privacy Policy and agree that Mulun Tech may process the information I have provided.

Clients with active emergency support contracts may also contact their designated duty engineer directly. General support inbox: support@mulun.tech.