diff --git a/advanced-support.mdx b/advanced-support.mdx index 43ca260a9..f1a32be04 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -1,46 +1,67 @@ --- title: "Advanced support" description: "Get premium support with faster response times, a dedicated customer success manager, and priority assistance for your documentation site." -keywords: ["support", "CSM", "enterprise", "SLA"] +keywords: ["support", "CSM", "enterprise"] --- ## Support tiers Mintlify offers three support tiers. The right tier depends on the level of commitment, response time, and relationship you need. -### Standard support (included) - -Included with all Pro and Enterprise plans. Reach us through the dashboard or at support@mintlify.com. We do our best to respond and resolve issues quickly. - -### Advanced Slack Support (add-on) +| | Standard | Advanced Slack | Dedicated CSM | +|---|---|---|---| +| **Tier** | 1 (included) | 2 (add-on) | 3 (add-on) | +| **How issues reach us** | Email or dashboard | AI routing | CSM escalates manually | +| **Response time targets** | Best effort | P0–P3 | P0–P3 | +| **Named contact** | No | No | Yes | +| **Monthly check-ins** | No | No | Yes | +| **Feature request tracking** | No | No | Yes | + + + + Included with all plans. Reach us via the dashboard. Best-effort response with no time target commitments. + + + Dedicated Slack channel with AI-powered routing to our support inbox. Includes response time targets for P0–P3 issues. + + + An assigned CSM owns your channel, responds directly, and escalates to support internally. The highest level of hands-on support we offer. + + + +### Tier 1: Standard support (included) + +Included with all Enterprise plans. Reach us through the dashboard or at support@mintlify.com. We do our best to respond and resolve issues quickly. + +### Tier 2: Advanced Slack Support (add-on) We set up a dedicated Slack channel for your team. An AI tool monitors the channel, detects support-related messages, and automatically routes them into our support inbox where our team responds. **What you get:** - Dedicated Slack channel connected to our support team - Automatic AI-powered issue detection and routing to our support inbox -- Priority-based SLA response times (see table below) +- Priority-based response time targets (see table below) - Expedited bug escalation to the Mintlify engineering team **Best for:** Teams that need faster, structured response times without requiring a dedicated point of contact. -### Dedicated CSM (add-on) +### Tier 3: Dedicated CSM (add-on) -You get an assigned Customer Success Manager who owns your dedicated Slack channel. Your CSM responds to questions directly and manually escalates issues to the support team when needed. This enables faster internal coordination and resolution by working alongside support in real time. +You get an assigned Customer Success Manager who owns your dedicated Slack channel. Your CSM responds to questions directly and manually escalates issues to the support team when needed (enabling faster internal coordination and resolution by working alongside support in real time). **What you get:** - Assigned CSM as your primary contact and channel owner - Manual escalation to the support team with direct internal coordination -- Priority-based SLA response times (see table below) -- Monthly check-ins and quarterly business reviews +- Priority-based response time targets (see table below) +- Monthly check-ins - Shared feature request tracker with direct product team escalation - Priority bug and incident escalation **Best for:** Teams that need fast resolution, a named point of contact, and a strategic partner. -### SLA response times +### Response time targets -Both add-ons include the same priority-based SLA commitments. Mintlify will use commercially reasonable efforts to meet the following service levels: +Tiers 2 and 3 include the same response time targets. Mintlify will use commercially reasonable efforts to meet the following service levels: | Priority | Definition | Initial response | Target resolution | |---|---|---|---| @@ -57,39 +78,40 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use ## FAQ -### Dedicated CSM +### Tier 3: Dedicated CSM - Both tiers include the same priority-based SLA response time commitments. The difference is in how your issues reach our team: + Tiers 2 and 3 share the same response time targets. The difference is in how your issues reach our team: - - **Advanced Slack Support** uses an AI tool to automatically detect and route support messages from your Slack channel to our support inbox. - - **Dedicated CSM** gives you an assigned CSM who actively monitors your channel, responds to questions directly, and manually escalates to the support team — enabling faster internal coordination and resolution. + - **Tier 2: Advanced Slack Support** uses an AI tool to automatically detect and route support messages from your Slack channel to our support inbox. + - **Tier 3: Dedicated CSM** gives you an assigned CSM who actively monitors your channel, responds to questions directly, and manually escalates to the support team (enabling faster internal coordination and resolution). - The Dedicated CSM tier also includes monthly check-ins, quarterly business reviews, and a shared feature request tracker with direct product team access. + Tier 3 also includes monthly check-ins and a shared feature request tracker with direct product team access. - Standard support (included with all Pro and Enterprise plans) is best-effort with no binding SLA commitments. A Dedicated CSM includes: + Tier 1 (Standard support, included with all Enterprise plans) is best-effort with no binding time target commitments. Tier 3 (Dedicated CSM) includes: - - **Binding SLA commitments** with defined priority-based response and resolution times + - **Defined response time targets** for initial response and resolution - **Dedicated Slack channel** with an assigned CSM as your primary contact - - **Proactive engagement:** Monthly check-ins and quarterly business reviews + - **Proactive engagement:** Monthly check-ins - **Product influence:** Direct escalation to the product team and roadmap input - Every Dedicated CSM customer gets a shared tracker where you can submit feature requests with context and priority, see status updates as requests move through review and development, and provide feedback as features are scoped. Your CSM reviews this regularly and escalates priority items directly to our product team. + Every Tier 3 customer gets a shared tracker where you can submit feature requests with context and priority, see status updates as requests move through review and development, and provide feedback as features are scoped. Your CSM reviews this regularly and escalates priority items directly to our product team. -### Advanced Slack Support +### Tier 2: Advanced Slack Support - Standard support (included with all Pro and Enterprise plans) is best-effort with no binding SLA commitments. Advanced Slack Support includes: + Tier 1 (Standard support, included with all Enterprise plans) is best-effort with no binding time target commitments. Tier 2 (Advanced Slack Support) includes: - **Dedicated Slack channel** with AI-powered issue detection and automatic routing to our support inbox + - **Response time targets** for P0–P3 issues - **Expedited bug escalation** to the Mintlify engineering team @@ -98,7 +120,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use -### SLAs and coverage hours +### Coverage hours @@ -106,10 +128,10 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use - Business hours for P1–P3 SLA commitments are **9 AM–5 PM PT, Monday–Friday, excluding US public holidays.** P0 incidents are covered 24/7 and handled by Mintlify engineering. + P1–P3 response time targets apply during **9 AM–5 PM PT, Monday–Friday, excluding US public holidays.** P0 incidents are covered 24/7 and handled by Mintlify engineering. ## Get started -Contact your Mintlify account team to add Advanced Slack Support or a Dedicated CSM, or email gtm@mintlify.com. +Contact your Mintlify account team to add Advanced Slack Support (Tier 2) or a Dedicated CSM (Tier 3), or email gtm@mintlify.com.