From 1715d18ed321730699e1d680f1c902cc0472c4bf Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:18:59 -0700 Subject: [PATCH 01/12] Remove quarterly business reviews from Dedicated CSM offering Quarterly reviews are not currently offered. Removes all three references across the tier description and FAQ accordions. Co-Authored-By: Claude Sonnet 4.6 --- advanced-support.mdx | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index 43ca260a9..48aa8a386 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -32,7 +32,7 @@ You get an assigned Customer Success Manager who owns your dedicated Slack chann - 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 +- Monthly check-ins - Shared feature request tracker with direct product team escalation - Priority bug and incident escalation @@ -66,7 +66,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use - **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. - The Dedicated CSM tier also includes monthly check-ins, quarterly business reviews, and a shared feature request tracker with direct product team access. + The Dedicated CSM tier also includes monthly check-ins and a shared feature request tracker with direct product team access. @@ -74,7 +74,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use - **Binding SLA commitments** with defined priority-based response and resolution times - **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 From 4cffeb8c04e7c79aa228ec306d490f53860f2a2e Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:39:19 -0700 Subject: [PATCH 02/12] --- advanced-support.mdx | 16 ++++++++-------- 1 file changed, 8 insertions(+), 8 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index 48aa8a386..d0822091f 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -19,7 +19,7 @@ We set up a dedicated Slack channel for your team. An AI tool monitors the chann **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. @@ -31,16 +31,16 @@ You get an assigned Customer Success Manager who owns your dedicated Slack chann **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) +- 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: +Both add-ons include the same response time targets. Mintlify will use commercially reasonable efforts to meet the following service levels: | Priority | Definition | Initial response | Target resolution | |---|---|---|---| @@ -61,7 +61,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use - Both tiers include the same priority-based SLA response time commitments. The difference is in how your issues reach our team: + Both tiers 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. @@ -72,7 +72,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use Standard support (included with all Pro and Enterprise plans) is best-effort with no binding SLA commitments. A 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 - **Product influence:** Direct escalation to the product team and roadmap input @@ -98,7 +98,7 @@ Both add-ons include the same priority-based SLA commitments. Mintlify will use -### SLAs and coverage hours +### Coverage hours @@ -106,7 +106,7 @@ 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. From c1f5938eea674a61ff704f0805f2d18d44758b25 Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:44:53 -0700 Subject: [PATCH 03/12] --- advanced-support.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index d0822091f..b7d7923a6 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -70,7 +70,7 @@ Both add-ons include the same response time targets. Mintlify will use commercia - Standard support (included with all Pro and Enterprise plans) is best-effort with no binding SLA commitments. A Dedicated CSM includes: + Standard support (included with all Enterprise plans) is best-effort with no binding time target commitments. A Dedicated CSM includes: - **Defined response time targets** for initial response and resolution - **Dedicated Slack channel** with an assigned CSM as your primary contact From dedb199705c2c4af80b751dcf44ea8b018492f2f Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:45:56 -0700 Subject: [PATCH 04/12] --- advanced-support.mdx | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index b7d7923a6..ebbc93f4a 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -1,7 +1,7 @@ --- 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 @@ -87,7 +87,7 @@ Both add-ons include the same response time targets. Mintlify will use commercia - Standard support (included with all Pro and Enterprise plans) is best-effort with no binding SLA commitments. Advanced Slack Support includes: + Standard support (included with all Enterprise plans) is best-effort with no binding time target commitments. Advanced Slack Support includes: - **Dedicated Slack channel** with AI-powered issue detection and automatic routing to our support inbox - **Expedited bug escalation** to the Mintlify engineering team From ee150da0d6fc637196f44476bebf7007ddaafce9 Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:52:33 -0700 Subject: [PATCH 05/12] --- advanced-support.mdx | 21 +++++++++++++++++++++ 1 file changed, 21 insertions(+) diff --git a/advanced-support.mdx b/advanced-support.mdx index ebbc93f4a..9b4486c63 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -8,6 +8,27 @@ keywords: ["support", "CSM", "enterprise"] Mintlify offers three support tiers. The right tier depends on the level of commitment, response time, and relationship you need. +| | Tier 1 · Standard | Tier 2 · Advanced Slack | Tier 3 · Dedicated CSM | +|---|---|---|---| +| **Availability** | All plans, included | Add-on | Add-on | +| **How issues reach us** | Email or dashboard | AI routing from your Slack channel | CSM manually escalates | +| **Response time targets** | Best effort | P0–P3 table | P0–P3 table | +| **Named contact** | No | No | Yes | +| **Monthly check-ins** | No | No | Yes | +| **Feature request tracking** | No | No | Yes | + + + + Included with all plans. Reach us via email or 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. + + + ### 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. From d5f0a59560048f6e50f129bfbf3073eae842cd4b Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:58:18 -0700 Subject: [PATCH 06/12] --- advanced-support.mdx | 14 +++++++------- 1 file changed, 7 insertions(+), 7 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index 9b4486c63..c085bd0f7 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -8,14 +8,14 @@ keywords: ["support", "CSM", "enterprise"] Mintlify offers three support tiers. The right tier depends on the level of commitment, response time, and relationship you need. -| | Tier 1 · Standard | Tier 2 · Advanced Slack | Tier 3 · Dedicated CSM | +| | Standard | Advanced Slack | Dedicated CSM | |---|---|---|---| -| **Availability** | All plans, included | Add-on | Add-on | -| **How issues reach us** | Email or dashboard | AI routing from your Slack channel | CSM manually escalates | -| **Response time targets** | Best effort | P0–P3 table | P0–P3 table | -| **Named contact** | No | No | Yes | -| **Monthly check-ins** | No | No | Yes | -| **Feature request tracking** | No | No | Yes | +| **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** | — | — | Yes | +| **Monthly check-ins** | — | — | Yes | +| **Feature request tracking** | — | — | Yes | From 0be4fa879f572416a7b5b33869642cd14a750e2d Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 12:58:59 -0700 Subject: [PATCH 07/12] --- advanced-support.mdx | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index c085bd0f7..ddec12637 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -18,13 +18,13 @@ Mintlify offers three support tiers. The right tier depends on the level of comm | **Feature request tracking** | — | — | Yes | - + Included with all plans. Reach us via email or 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. From f4a23389ed9f47dc11edadc8e10ada464212de03 Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 13:04:19 -0700 Subject: [PATCH 08/12] --- advanced-support.mdx | 35 ++++++++++++++++++----------------- 1 file changed, 18 insertions(+), 17 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index ddec12637..88a92fdf0 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -18,22 +18,22 @@ Mintlify offers three support tiers. The right tier depends on the level of comm | **Feature request tracking** | — | — | Yes | - + Included with all plans. Reach us via email or 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. -### Standard support (included) +### Tier 1 — 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) +### 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. @@ -45,7 +45,7 @@ We set up a dedicated Slack channel for your team. An AI tool monitors the chann **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. @@ -61,7 +61,7 @@ You get an assigned Customer Success Manager who owns your dedicated Slack chann ### Response time targets -Both add-ons include the same response time targets. 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 | |---|---|---|---| @@ -78,20 +78,20 @@ Both add-ons include the same response time targets. Mintlify will use commercia ## FAQ -### Dedicated CSM +### Tier 3 — Dedicated CSM - Both tiers share the same response time targets. 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 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 Enterprise plans) is best-effort with no binding time target 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: - **Defined response time targets** for initial response and resolution - **Dedicated Slack channel** with an assigned CSM as your primary contact @@ -100,17 +100,18 @@ Both add-ons include the same response time targets. Mintlify will use commercia - 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 Enterprise plans) is best-effort with no binding time target 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 @@ -133,4 +134,4 @@ Both add-ons include the same response time targets. Mintlify will use commercia ## 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. From fa22dec30b5cc13f167ab837ca012b99163da590 Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 13:13:59 -0700 Subject: [PATCH 09/12] --- advanced-support.mdx | 26 +++++++++++++------------- 1 file changed, 13 insertions(+), 13 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index 88a92fdf0..94d2da4bd 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -10,14 +10,14 @@ Mintlify offers three support tiers. The right tier depends on the level of comm | | Standard | Advanced Slack | Dedicated CSM | |---|---|---|---| -| **Tier** | 1 — included | 2 — add-on | 3 — add-on | +| **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** | — | — | Yes | -| **Monthly check-ins** | — | — | Yes | -| **Feature request tracking** | — | — | Yes | +| **Named contact** | No | No | Yes | +| **Monthly check-ins** | No | No | Yes | +| **Feature request tracking** | No | No | Yes | - + Included with all plans. Reach us via email or the dashboard. Best-effort response with no time target commitments. @@ -29,11 +29,11 @@ Mintlify offers three support tiers. The right tier depends on the level of comm -### Tier 1 — Standard support (included) +### Tier 1: 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. -### Tier 2 — Advanced Slack Support (add-on) +### 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. @@ -45,9 +45,9 @@ We set up a dedicated Slack channel for your team. An AI tool monitors the chann **Best for:** Teams that need faster, structured response times without requiring a dedicated point of contact. -### Tier 3 — 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 @@ -78,14 +78,14 @@ Tiers 2 and 3 include the same response time targets. Mintlify will use commerci ## FAQ -### Tier 3 — Dedicated CSM +### Tier 3: Dedicated CSM Tiers 2 and 3 share the same response time targets. The difference is in how your issues reach our team: - - **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. + - **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). Tier 3 also includes monthly check-ins and a shared feature request tracker with direct product team access. @@ -104,7 +104,7 @@ Tiers 2 and 3 include the same response time targets. Mintlify will use commerci -### Tier 2 — Advanced Slack Support +### Tier 2: Advanced Slack Support From 0095c78839bdc467ac8eb90a262c1bf803b6e54b Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 13:18:57 -0700 Subject: [PATCH 10/12] --- advanced-support.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index 94d2da4bd..d735cff39 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -31,7 +31,7 @@ Mintlify offers three support tiers. The right tier depends on the level of comm ### Tier 1: 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. +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) From feba03aaf3b395c3ded8ca337f6375c7c0bad73f Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 13:20:30 -0700 Subject: [PATCH 11/12] --- advanced-support.mdx | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index d735cff39..cbe0563c0 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -18,8 +18,8 @@ Mintlify offers three support tiers. The right tier depends on the level of comm | **Feature request tracking** | No | No | Yes | - - Included with all plans. Reach us via email or the dashboard. Best-effort response with no time target commitments. + + 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. From c508a64b194416699dbccc3be96cf1f33fa1ba18 Mon Sep 17 00:00:00 2001 From: dino475 Date: Sun, 14 Jun 2026 13:23:26 -0700 Subject: [PATCH 12/12] --- advanced-support.mdx | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/advanced-support.mdx b/advanced-support.mdx index cbe0563c0..f1a32be04 100644 --- a/advanced-support.mdx +++ b/advanced-support.mdx @@ -18,13 +18,13 @@ Mintlify offers three support tiers. The right tier depends on the level of comm | **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.