Effective immediately, MindTouch has updated our customer care offerings. With our many years of supporting innovative companies with their collaboration projects, we’ve developed new engagement options to allow you to do more, faster, with your MindTouch deployment. Whether you’re looking for 24×7 support, one–on-one screen sharing sessions or real-time support chat, we have the plan for you.

Highlights of Our New Offerings

• Simplified Support Ticket Allotments – we’ve combined the previously separate Development and Systems Administration ticket allotments into MindTouch Expert Tickets (METs), which can be used across multiple use cases. Existing tickets will carry over to this new model, and you can also purchase additional METs as needed.
• Expanded Interaction Methods – depending on your support needs you can take advantage of our new interactive support offerings, including real-time chat, call-back phone support and phone support provided by a dedicated MindTouch Customer Care rep.
• Add-ons Available As Needed – Gold, Platinum and Enterprise support customers can now purchase additional support modules, such as 24×7 ticket support, MindTouch Expert Ticket (MET) packs, allowing customers to add more tickets to their existing accounts, and Training packages on a wide range of MindTouch topics.

If you have any questions about the changes or how you can upgrade your support agreement, please contact sales.

To better serve our customers, MindTouch will be expanding its support hours to 9am Eastern to 5pm Pacific. This change will take effect November 2nd 2009. MindTouch also has an updated SLA for our customers which details what is covered under our support levels. The SLA is posted on the MindTouch website.

If you have any questions about your support level or the updated SLA, please contact support.

MindTouch has always regarded customer support as a foundation to a successful company. With this in mind, Corey Ganser, the Customer Support Manager of MindTouch, started an award to give recognition to Outstanding Customer Support departments and agents. The R.E.C.S.S. (Recognition for Excellence in Customer Support and Service) was established to allow customers to nominate companies/agents for the outstanding support and service that they give. In this day in age it’d be great to say that all companies strive to put the customers first, but unfortunately we all know this isn’t true. We’d like to encourage you to nominate a company/agent for outstanding customer support/service that you have received. The nominations end at midnight on August 31,2009 which then the top 10 nominees will move on to a voting round where the best customer support/service companies and agents will be determined.

You can nominate a company and an agent by going to http://www.supportawards.org/Nominate (Support Awards is running on MindTouch) and fill out the form located on the page. You can nominate as many companies/agents that you’d like. Please help bring recognition to the companies and agents that work hard everyday to bring growth to the company and satisfaction to the customers!

Note: Since this was founded by a MindTouch employee, MindTouch is exempt from winning (although we truly appreciate your support for MindTouch and our stellar customer service reps!)