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MindTouch > Support & Services: Product Support

product support

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Need Help? No Problem

MindTouch's full array of services and support will help you adapt your deployment to your unique needs. From your initiative's commencement and configuration of connections to enterprise systems, all the way to training and branding customizations, MindTouch services and support will help you customize and enrich your MindTouch deployment.

Accelerate your project's adoption and success with one of our support packages. Our experienced support team can quickly take you through troubleshooting, updates, and maintenance.

MindTouch Support Plans Include:

  • Expert developer guidance, drive greater value out of your existing (and legacy) applications by creating mashups, dashboards and micro applications
  • Experienced designer support, tailor the look and feel of your MindTouch install
  • Custom configurations, best practices for the enterprise, security, clustering and more
  • Service level agreements, guaranteed quick, hassle-free installation and support

We'll Help You Choose the Support Package that Best Fits Your Needs

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, Enterprise Agreement.

System Maintenance Basic Silver Gold Platinum Enterprise Agreement
Number of Tickets Unlimited Unlimited Unlimited Unlimited Unlimited
Upgrades and Updates MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
System Maintenance MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Hours of Coverage 6am to 5pm PST MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Remote Authentication with Enterprise Directories MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Single Sign on with Enterprise Directories     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Highest Escalation Level Tier 1 Tier 2 Tier 3 Tier 3 Tier 3
Support Queue General General General Priority Direct Rep
MindTouch Expert Tickets Basic Silver Gold Platinum Enterprise Agreement
Tickets Included*** None None 4 8 16
DekiScript Programming     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
CSS Customization     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Built-in Extensions Via Extension Manager     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Custom Extensions     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Advanced System Administration and Configuration     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Advanced Configuration for Enterprise Directories     MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Clustering Configurations       MindTouch Platinum Support MindTouch Enterprise Agreement Support
Hours and Support Methods Basic Silver Gold Platinum Enterprise Agreement
Response Time 3 Business Days 1 Business Day 1 Business Day 4 Business Hours 4 Business Hours
Coverage 6am EST to 5pm PST Monday – Friday MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Number of Support Contacts allowed in the MindTouch Support Portal 2 2 3 4 6
Coverage 24x7 (Ticket Based)     MindTouch Gold Support
**
MindTouch Platinum Support
**
MindTouch Enterprise Agreement Support
4
Support Portal Access MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Email Support MindTouch Included Basic Support MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Real Time Chat (Business Hours Only)   MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Phone Support (Call Back)   MindTouch Silver Support MindTouch Gold Support MindTouch Platinum Support MindTouch Enterprise Agreement Support
Phone Support (Dedicated Number)       MindTouch Platinum Support MindTouch Enterprise Agreement Support
Screen Sharing       MindTouch Platinum Support MindTouch Enterprise Agreement Support
 

* Time to resolve an MET ticket is estimated to not exceed one hour of support time. If additional time is required to resolve the ticket, the usage of additional MET tickets may be necessary.
** 24x7 support available as an Add-On options for an additional expense.
*** METs are valid for a 1 year period starting with the beginning of your Support plan.
View the SLA for more detail on MindTouch Support.