Many of the world's most respected brands rely on MindTouch including NASA, SAIC, Booz Allen, Microsoft, Cisco, Washington Post, Viacom, the New York Times, AXA, Timberland and HCA.
Innovative companies like RightScale, ExactTarget and Mozilla have standardized on MindTouch for their documentation strategy.
Learn How
Our experienced Support team can quickly take you through troubleshooting, updates, and maintenance.
Once signed in, customers will have access to:
If you'd like to get a MindTouch Support Plan, contact MindTouch sales and they will be able to give you more information.
MindTouch's full array of services and Support will help you adapt your deployment to your unique needs.
* Guidance with customizations and advanced configurations may require MindTouch Expert Tickets (METs) which are available starting at the Gold Support level. All Support Plans provide a Service Level Agreement.
The MindTouch Support SLA details what is included with MindTouch Support along with the Support process. This document is subject to the MindTouch Master Services Agreement (MSA).
MindTouch Support hours are Monday through Friday 6 a.m. PST - 5 p.m. PST
Holidays observed by MindTouch where Support is closed:
Support Levels
It’s easy to choose the Support Plan that’s best for you, based upon the size and scope of your deployment – Basic, Silver, Gold, Platinum.
| Hours and Support Methods | Basic | Silver | Gold | Platinum |
|---|---|---|---|---|
| Initial Response Time | 3 Business Days | 3 Business Days | 1 Business Day | 4 Business Hours |
| Coverage 6am EST to 5pm PST Monday – Friday |  | | | |
| Number of Support Contacts allowed in the MindTouch Support Portal | 1 | 2 | 2 | 3 |
| Support Portal Access | | | | |
| Email Support | | | | |
| Real Time Chat (Business Hours Only) | | | ||
| Phone Support | | |||
| Screen Sharing | | |||
| Priority within the Support Queue | | |||
| Issue Assistance | Basic | Silver | Gold | Platinum |
| Installation* & Site Availability | | | | |
| System Maintenance Tickets (unlimited) | | | | |
| MindTouch Expert Tickets (METs) per Year** | 2 | 4 | ||
| Page Creation / Management | | | | |
| User Management | | | | |
| Single Sign-On | | | ||
| DekiScript Programming*** | | | ||
| CSS Customizations*** | | | ||
| API Programming*** | |
* MindTouch Platform only.
** Time to resolve an MET ticket is estimated to not exceed one hour. If additional time is required to resolve the ticket, the usage of additional MET tickets may be necessary. METs are valid for a 1 year period starting with the beginning of your Support Plan. Additional METs may be purchased if quota is reached.
*** Requires MET
An MET (MindTouch Expert Ticket) is a ticket wherein Support Agents can guide you in customizing your experience through the use of CSS overrides, DekiScript and API programming, as well as HTML customizations within the editor. Here, a Support Agent is available to provide a general blueprint for achieving customizations. If a request falls outside of the scope of an MET, the Support Agent will inform the customer before the start of an MET, ensuring that the request does not count against their MET quota.
So what will an MET give me?
Within an MET, a Support Agent can guide the customer as they develop customizations within their site. It is important to note that an MET will not provide custom code delivered by a Support Agent, and may require previous experience in programming to be completed. If you do not have previous experience in programming, or would prefer someone deliver a customization on your behalf our Client Services team may be able to deliver a solution which will help you achieve your goals.
System Maintenance Tickets include general questions on supported features within MindTouch. This includes elements such as page creation, template usage, and user management.
Site Availability includes support for questions relating to the availability of a MindTouch site. In the event of an outage or site down error, this includes troubleshooting to bring a site to a state in which users are able to log in.
Installation includes support for installing MindTouch Platform on a supported operating system.
Page Creation/Management includes the ability to create and manage pages within MindTouch.
User Management includes the management of Community and Pro Members for Admin users. This includes initial user creation, restricting permissions for users, and more.
DekiScript Programming includes support for DekiScript functions, MindTouch maintained DekiScript samples, and troubleshooting custom DekiScript created by the customer. DekiScript is our proprietary scripting language which allows business logic to be added to pages.
CSS Customizations includes support for overriding the CSS style sheet of a MindTouch supported skin using the CSS override section of the Control Panel.
API Programming includes support for interacting with our API, allowing you to extend the basic functionality of MindTouch.
MindTouch Supported Skin is currently our Deuce skin.
Support Business Hours is available Monday - Friday, 6 a.m. PST to 5 p.m. PST.
Real Time Chat (Business Hours Only) allows a customer to engage with a MindTouch Support Agent in real time through the use of an online chat session. If a chat session exceeds 30 minutes, the Support Agent may request further investigation through a Support ticket. After a chat session has completed, the customer will receive a transcript of their interaction.
Phone Support (Business Hours Only) allows the customer to call the MindTouch Support line and talk to a MindTouch Support Agent. If a MindTouch Support Agent is not available, the customer can leave a message for review. Depending upon the severity and complexity of the issue, the MindTouch Support Agent will return the call, or create a Support ticket for further investigation. In some cases, a Support ticket is better suited for troubleshooting errors.
Screen Sharing allows a MindTouch Support Agent to use screen sharing software to view a customer's desktop and troubleshoot an issue filed by the customer. Screen Sharing will only be initiated by a MindTouch Support Agent after initial email/phone troubleshooting, and must be scheduled in advance.
Authorized Contacts are users who are able to submit Support requests via the Support Portal, Email, Live Chat, or Phone. One email address per contact is available. To ensure requests are captured efficiently, we do not allow the use of a catch-all account in which several users utilize the same email address or Support Portal account to interface with Support. Login sharing is also not permitted.
Initial response times for cases are based upon the Support Plan and are relative to the hours of operation for MindTouch Support. Response time for additional correspondence 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 does not denote precedence for a faster response time for future cases or correspondences. Please view the response time according to your Support Plan below:
If you suspect a bug with the MindTouch software, please create a ticket with the Support department detailing the steps to reproduce the bug. A Support Agent will then review the steps and confirm if the issue is a bug, feature request, or misconfiguration on the user’s end. If it is deemed a bug, then the Support Agent will file a bug on behalf of the customer. The resolution of the bug will be dependent on the severity, the current state of the development cycle, and impact on the deployment base.
SLA last modified Mon, 13 January 2012 17:40:18 PST
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