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MindTouch Success Center

Support Plans

We offer Standard, Premium, and Enterprise options for Authorized Support Contacts to work with the MindTouch Support Team.

 Review the plan details for general and advanced application use. If you do not know which Support plan applies to you, contact the MindTouch Support Team.

Looking to upgrade your support plan? Contact your Customer Success Manager.

Authorized Support Contacts

A Support Contact is a verified MindTouch Customer who can contact and work with the MindTouch Support Team. Your Support Plan determines how many Support Contacts you can designate. During onboarding or launch, Authorized Support Contacts are contacted individually with details to set up an account and work with the Support Team.

To verify or change your Authorized Support Contacts, contact the MindTouch Support Team.

Support Plan Details

  Standard Premium Enterprise
Priority 3rd 2nd 1st
Best plan for Help with the MindTouch application and you have access to your own technical resources for integration, branding or single sign-on (SSO) Help with the MindTouch application, chat support and limited assistance with integration, branding or single sign-on (SSO) Help with the MindTouch application, phone support, multiple support contacts, and limited assistance with integration, branding or single sign-on (SSO)
Authorized Support Contacts 2 3 4
Initial response time 2 business days 1 business day 4 business hours
Email support
MindTouch Cases Portal
Chat support  
Phone support    
24 x 7 support     Available as an add-on

General Application Use

Level 1: Support Agents

  Standard Premium Enterprise
General application use
Best practices
Authoring, Hierarchy
Touchpoints

Advanced Application Use, Integration, Configuration

Level 2: Support Engineers

  Standard Premium Enterprise
SAML 2.0 (SSO)
CRM integration
MindTouch 4 Salesforce, Zendesk
API assistance*
Scripting**
JavaScript and DekiScript debugging
Branding**
CSS

* Support Engineers will provide assistance with any documented MindTouch API endpoint.
**  Support Engineers cannot apply, teach, or customize any Markup or Scripting Language.

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