MindTouch Support SLA

The MindTouch Support SLA details what is included with MindTouch Commercial support along with the support process.  

Support Hours

MindTouch support hours are Monday through Friday 9am EST (6am PST) - 5pm PST 

Holidays observered by MindTouch where Support is closed:

• New Years Day 
• President's Day 
• Memorial Day 
• Independence Day
• Labor Day 
• Thanksgiving  
• Day after Thanksgiving  
• Christmas Eve 
• Christmas Day 

MindTouch OnDemand Hosting includes 24 x7 support for site down errors.  Site down error needs to encountered for more than 5 minutes before contacting OnDemand as the servers have built in scripts to restart services if an error is encountered.        

Support Levels

System Maintenance	Included	Gold	Platinum
Unlimited Tickets
Upgrades and Updates
System Maintenance
Hours of Coverage 9am to 5pm PST
Initial Integration with Enterprise Directories
Development and Design	Included	Gold	Platinum
Number of Tickets Included	No Tickets Included	4 Tickets *	8 Tickets
DekiScript Programming
CSS Customization
Built-in Extensions Via Extension Manager
Custom Extensions
Advanced System Admin	Included	Gold	Platinum
System Administration and Configuration
Advanced Configuration for Enterprise Directories
Clustering Configurations
Number of Tickets Included	No Tickets Included	4 Tickets	8 Tickets
Hours and Support Methods	Included	Gold	Platinum
Response Time	2 Business Days	1 Business Day	4 Business Hours
Coverage 9am EST to 5pm PST Monday – Friday
Coverage 24/ 7		**	**
Support Portal Access
Phone Support
Screen Sharing

* Each developer / admin ticket not to exceed one hour of support time. If additional time is required to complete the ticket additional tickets will be automatically used.

** 24/7 support available as an Add-On options for an additional expense. 

Definitions

Upgrades and Updates include support for questions when upgrading MindTouch installs that are running on MindTouch Supported Operating Systems and upgrading between MindTouch Supported versions (see below for supported versions).  If you are upgrading from an unsupported version please contact sales and they will provide information for upgrading unsupported versions of MindTouch.    

Supported Operating Systems include

• Windows 2003
• Windows 2008
• Debian Etch
• Debian Lenny
• Red Hat Enterprise Linux 5
• CentOS 5
• SUSE Linux Enterprise Server
• Ubuntu 8.04
• Ubuntu 9.04
• VMware platforms using MindTouch packaged VMware Appliance

System Maintenance includes support for questions relating to the successful deployment of MindTouch.  This includes installation of MindTouch, configuration of MindTouch dependent software as necessary to run MindTouch, and troubleshooting MindTouch features and functionality included with license.  

Initial Integration with Enterprise Directories includes support for configuration of supported External Authentication Providers to allow manual login of users in MindTouch using the user's External Authentication login credentials.

Supported External Authentication Providers include Microsoft Active Directory and LDAP 

DekiScript Programming includes support for DekiScript functions, MindTouch maintained DekiScript samples,  and troubleshooting custom DekiScript created by the customer.

CSS Customization includes support for overriding the CSS style sheet of a MindTouch Supported Skin using the CSS override section of the Control Panel.  This doesn't support making changes to the skin files that are hosted on the MindTouch install.

MindTouch Supported Skin is any skin that is included with a default install of MindTouch.

Built-in Extensions Via Extension Manager includes support for extensions that are included in a Default install of MindTouch. 

Default Install of MindTouch is a fresh installation of a commercial version of MindTouch that is acquired through http://www.mindtouch.com/Download

Custom Extensions includes support for adding custom extensions in MindTouch including extensions by 3rd parties and new extensions developed by the customer.

System Administration and Configuration includes support for backups, Web Server configuration as it pertains to MindTouch (outside of basic web server configuration to get MindTouch running), Database questions as it pertains to MindTouch, changing default settings for MindTouch software dependencies, and migrating MindTouch instances between servers.

Advanced Configuration for Enterprise Directories includes support for advanced configuration of external authentication providers for single sign on, support for querying multiple forests, along with support for display name patterns configuration within MindTouch.   

Site down errors are errors where users are unable to access MindTouch through a browser.  

Clustering Configuration includes support for giving recommendations to the customer on the best way to cluster servers in order to scale MindTouch.  Recommendations to cluster servers will be given after performance optimization recommendations have been given.  

Support Portal Access allows the customers to file and track tickets and chat with a MindTouch support agent through Live chat. 

Phone Support allows the customer to call the MindTouch support line and talk to a MindTouch support agent.  If a MindTouch Support agent isn't available the customer can leave a message and a MindTouch Support agent will return the call.  If the customer doesn't require a call back they can leave details in a voicemail which will turn into a ticket and be followed up on by a MindTouch support agent.  

Screen Sharing allows a MindTouch Support agent to use a screen sharing software to view a customer's desktop and troubleshoot a ticket filed by the customer.  Screen Sharing will only be initiated by a MindTouch Support agent after initial email/phone troubleshooting.  

What is not covered

• Custom changes to MindTouch source files
• Custom development by a MindTouch Support agent
• Deployment of MindTouch on a non supported Operating System
• Support for MindTouch Core

 If you want these services please contact us.

How to contact support

Support Portal: http://support.mindtouch.com

Chat: Live chat can be accessed by logging into the Support Portal

Phone: 619-795-8459 (only available for Gold and Platinum Support)

Email: support@mindtouch.com 

OnDemand Hosting 24 x 7 critical support: Ondemand@mindtouch.com

How support request will be handled

When a support ticket is filed with MindTouch, the ticket will be assigned and responded to within the Response time dictated by the customer's support level.  

If a customer calls into MindTouch support and has phone support included in the support contract, a case will be created on their behalf in the MindTouch Support Portal.  If the question can be answered by the agent on the phone without requiring additional research/reproduction then the case will be closed in the support portal recapping on the solution provided on the phone.  If additional attention is required by the agent to follow up on the support ticket then the customer can follow the status of the case through the MindTouch Support Portal.   

When the agent has responded to the customer with a solution, the customer has 5 days to respond to the case otherwise the case will be marked as Solved.  The customer will then have 3 days to reopen the case otherwise the system will mark the case as closed which archives the case and doesn't allow it to be reopened, but can still be referenced by MindTouch and the customer through the Support Portal.  

Response Time

Initial response time for cases are based upon the support level and are relative to the hours of operation for MindTouch support.  Response time for additional correspondance with the customer will vary based on the complexity of the case along with the requirement for additional clarification from the customer.  While MindTouch Support strives to respond to cases faster than the guaranteed time, this doesn't denote a precedence for a faster response time for future cases or correspondences. Please view the response time according to your support level below:

• Platinum Support  -  4 Business Hours
• Gold Support  - 1 Business Day
• Included  - 2 Business Day

Resolution Time

While MindTouch doesn't guarantee resolution time, we strive to resolve all cases in a fast and efficient manner to ensure customer satisfaction.

Customer Satisfaction Survey

After the resolution of a case the customer will receive a satisfaction survey where the customer can provide feedback on the quality of service that was received on the resolved case.  This survey is sent out after every case resolution and is recommended that the customer fill it out to ensure that MindTouch Support is providing a proper response time and answering tickets in an effective manner.  

Who to contact if not satisfied with Support

If you are not satisfied with the level of support that you are receiving please email quality@mindtouch.com and include a callback number if you'd like MindTouch to call you about your experience.

How many past versions of MindTouch we support

We support the current and last two Major releases of MindTouch.  The MindTouch install needs to be on a supported version in order for MindTouch Customer Support to be able to support you.  If you are upgrading your MindTouch install, it needs to be upgraded to the most recent version.  

SLA last modified Wed, 03 Feb 2010 23:42:50 GMT