Support plans
We offer Standard, Premium, and Enterprise Support plans.
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.
Upgrade your support plan
Looking to upgrade your support plan? Contact your Customer Success Manager.
Support channels
| 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) |
| 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 | ||
| Authorized Support Contacts | 2 | 3 | 4 |
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.