• Custom development by a MindTouch Support Agent
• Support for MindTouch Core
• Support for reverse proxies

If Support can’t help me, what are my options?

While MindTouch Support can address many issues, deliverable custom development falls outside of the scope of Support, and requires an engagement with our Client Services team.  If you are interested in a MindTouch-delivered customization please contact your Account Manager as this may be possible.

How to Contact Support

• Support Portal: https://support.mindtouch.com
• Chat: Real Time Chat can be accessed by directly logging into the Support Portal (available for Gold & Platinum Support)
• Phone: 619-795-8459  (available for Platinum Support)
• Email: support [at] mindtouch [dot] com

Support Portal

This interface allows customers to log in and create Support tickets, initiate Real Time Chat sessions, and review outstanding and previous ticket requests.  Customers have the alternate option of creating Support tickets directly via email as well.

How Support Request Will Be Handled

When a Support ticket is filed with MindTouch, the ticket will be assigned and responded to within the Initial Response time dictated by the customer’s Support Plan.  Support Agents work within a priority queue based on Support Plan, issue severity, and time of ticket creation.  An issue is deemed to be severe if security is affected or if a user is unable to resolve their site.

If a customer calls into MindTouch Support and has phone support included in the Support Plan, 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.

Automatic Ticket Closure

When the Agent has responded to the customer with a proposed solution, the ticket will remain open for 5 days. On the 4th day, the customer will receive an email notification that their ticket is pending closure within 24 hours.  At the end of 5 days, the ticket will be marked as Solved automatically unless the customer has notified Support that the ticket is unresolved.  The case will remain in a Solved state for 2 days then automatically transition to Closed. Once Closed the case is Archived and may not be reopened.  However, new tickets can be created if a reinvestigation is necessary.  Archived cases are stored as part of the customer history in the Support Portal and may be accessed for future reference. After 20 days of inactivity by the customer or failure to respond within 20 days (regardless of resolution state) all tickets will be marked Solved, Closed, and then Archived.  A customer may later request to reopen a ticket for further investigation by a MindTouch Support Agent at any time.

Support Escalation

All Support tickets will be reviewed and assigned to Support Agents on duty. Depending upon the severity or complexity of the issue, the Agent may escalate the issue internally.  A customer may request an escalation, and this may be granted at the discretion of the Agent. Should the customer feel escalation is being withheld unreasonably please contact quality [at] mindtouch [dot] com for immediate action.

Initial Response Time

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:

• Platinum Support – 4 Business Hours
• Gold Support – 1 Business Day
• Silver Support – 3 Business Days
• Basic Support – 3 Business Days

Resolution Time

While MindTouch does not 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 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 [at] mindtouch [dot] com and include a callback number if you would like MindTouch to call you about your experience.

How Many Past Versions of MindTouch Platform are Supported?

We support the current and last one Major release of MindTouch Platform. The MindTouch installation needs to be a supported version in order to obtain support. If you are upgrading your MindTouch installation, it should be upgraded to the most recent version.  Note that MindTouch Platform is a separate product from MindTouch TCS.

Major MindTouch Platform Releases

A major release is defined as any version where there is a change to the number to the right or left of the first decimal point. E.g.: 10.0.x, 9.12.x, and 9.08.x are major releases where the “x” denotes an incremental minor release.

Bug Filing

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.