We all need a little help sometimes.
At MindTouch, we are 100% committed to the success of our customers. Whether it's with our documentation, training resources or onboarding process, we work hard to make sure that our customers obtain the best service and support in the industry.
We understand that sometimes you may need a little extra help--our staff of expert Support agents are here to help. Our Level 1 Support team is available for assistance with general application usage and best practices, while our Level 2 Support team are available for advanced topics such as the API, single sign-on, scripting and integrations.
So, how does MindTouch Support work?
We're here to make your experience an enjoyable and simple one. We get it--no one likes calling a Support team. We don't like it ourselves. That's why the MindTouch Support team's main goal is to be industry leaders in helping users.
Tickets are triaged and addressed with the following criteria in mind:
- i.e., is your request regarding a potential service outage, or more on the spectrum of a defect within the editing experience?
- Business Hours
- Monday - Friday, 6 a.m. - 5 p.m. Pacific Time
- Support Plan
- Chronological Order
- i.e., a Standard Support plan ticket requested at 8 a.m. will be addressed before a Standard Support plan ticket requested at 10 a.m.
How quickly will my ticket be answered?
Each Support plan provides an initial response time guarantee.
How quickly will my ticket be resolved?
We cannot guarantee when a ticket will be resolved. Based on various factors including defect triaging, development cycles, in addition to investigation time.
We do guarantee that we are real humans who understand you have other things to tend to, and we will be clear in setting expectations around what's next. We don't read from scripts. We don't see you as simply another ticket.
Valid Support Contacts
With your organization's security in mind, we are only able to assist Support contacts that your organization has validated. Each Support plan includes its own allotment of Support contacts, though we're happy to switch users in and out as needed.
In the event that a non-validated Support contact requests assistance, we will redirect them to their validated Support contacts. In addition, we will personally reach out to validated Support contacts to confirm how they would like to proceed.
Ok, and how can Support help me?
Depending on your organization's Support plan, valid Support Contacts are able to interact with MindTouch Support through the following channels:
- The MindTouch Support Portal
- Chat (Premium and Enterprise Support only)
- Phone (Enterprise Support only)
We've created our Support plans with one main focal point in mind: how quickly a customer can reach us.
Support should be a helpful experience--not a limiting one. No matter what your Support plan, once your ticket is assigned to an agent, all customers will receive the same level of care. As such, our team will reach back out to you in one (if not all) of the following ways:
- Follow-up call
- Follow-up email
I told you what I need. Why do you call me? Is a screenshare really necessary?!
It's inevitable--things get lost in translation. Often times we call customers directly and request a brief screenshare to ensure we're absolutely certain we understand your request. Even though you may have provided us with clear instructions and potential reproduction steps, it's sometimes necessary to talk through scenarios and see behaviors directly before we can provide a proper answer.
Think of us as your doctor. Bear with us if we need a bit more information; we want to make sure our prescription is the right one, the first time.