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.
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 | ![]() | ![]() | ![]() | ![]() | ![]() |
| System Maintenance | ![]() | ![]() | ![]() | ![]() | ![]() |
| Hours of Coverage 6am to 5pm PST | ![]() | ![]() | ![]() | ![]() | ![]() |
| Remote Authentication with Enterprise Directories | ![]() | ![]() | ![]() | ![]() | ![]() |
| Single Sign on with Enterprise Directories | ![]() | ![]() | ![]() | ||
| 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 | ![]() | ![]() | ![]() | ||
| CSS Customization | ![]() | ![]() | ![]() | ||
| Built-in Extensions Via Extension Manager | ![]() | ![]() | ![]() | ||
| Custom Extensions | ![]() | ![]() | ![]() | ||
| Advanced System Administration and Configuration | ![]() | ![]() | ![]() | ||
| Advanced Configuration for Enterprise Directories | ![]() | ![]() | ![]() | ||
| Clustering Configurations | ![]() | ![]() | |||
| 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 | ![]() | ![]() | ![]() | ![]() | ![]() |
| Number of Support Contacts allowed in the MindTouch Support Portal | 2 | 2 | 3 | 4 | 6 |
| Coverage 24x7 (Ticket Based) | ![]() ** | ![]() ** | ![]() 4 | ||
| Support Portal Access | ![]() | ![]() | ![]() | ![]() | ![]() |
| Email Support | ![]() | ![]() | ![]() | ![]() | ![]() |
| Real Time Chat (Business Hours Only) | ![]() | ![]() | ![]() | ![]() | |
| Phone Support (Call Back) | ![]() | ![]() | ![]() | ![]() | |
| Phone Support (Dedicated Number) | ![]() | ![]() | |||
| Screen Sharing | ![]() | ![]() |
* 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.
The MindTouch Fan page is an open community for customers, partners, community members and media members who want an additional way to stay in touch with MindTouch.
Tweet by tweet, following MindTouch via Twitter is the quickest way to stop on top of MindTouch news, announcements and special offers.
Interested in participating in the exchange of ideas around open source software and strategic content? Look no further.