Skip to content

advanced-support.mdx

Latest commit

 

History

History
141 lines (105 loc) · 7.61 KB

advanced-support.mdx

File metadata and controls

141 lines (105 loc) · 7.61 KB
Raw
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

Support tiers

Mintlify offers three support tiers. The right tier depends on the level of commitment, response time, and relationship you need.

Standard Advanced Slack Dedicated Customer Success Manager (CSM)
Tier 1 (included) 2 (add-on) 3 (add-on)
How issues reach us Email or dashboard AI routing from Slack CSM escalates from Slack
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 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.

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 (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 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.

Response time targets

Tiers 2 and 3 include the same response time targets. {/* vale Mintlify.Will = NO /} Mintlify will use commercially reasonable efforts to meet the following service levels: {/ vale Mintlify.Will = YES */}

Priority Definition Initial response Target resolution
P0–Critical Complete service outage or security incident 15 minutes 1 hour
P1–High Major capability blocked with no available workaround 1 hour 3 hours
P2–Medium Partial degradation or feature issue with a workaround 6 hours 48 hours
P3–Low Minor issues, cosmetic bugs, or general product inquiries 12 hours 96 hours
**P0 is the only priority level with 24/7 response coverage.** Mintlify engineering manages P0 incidents (complete service outage or security incident) directly. We publish real-time status updates and incident progress at [status.mintlify.com](https://status.mintlify.com).

P1–P3 response times apply during Mintlify business hours only: 9 AM–5 PM Pacific Time (PT), Monday–Friday, excluding US holidays.

FAQ

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. This process enables faster internal coordination and resolution.

Tier 3 also includes monthly check-ins and a shared feature request tracker with direct product team access.
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
- **Proactive engagement:** Monthly check-ins
- **Product influence:** Direct escalation to the product team and roadmap input
Every Tier 3 customer gets a shared tracker. You can submit feature requests with context and priority, see status updates as requests move through review and development, and provide feedback during feature scoping. Your CSM reviews this regularly and escalates priority items directly to our product team.

Tier 2: Advanced Slack Support

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
When you send a message in your dedicated Slack channel, our AI tool detects whether it's a support-related issue and automatically routes it to our support inbox. This ensures we capture and triage your issues without requiring manual intervention.

Coverage hours

A P0 is a complete service outage or security incident affecting your Mintlify deployment. Mintlify determines P0 classification. We monitor our systems continuously and proactively open P0 incidents when our criteria match. Real-time status is always available at [status.mintlify.com](https://status.mintlify.com). P1–P3 response time targets apply during **9 AM–5 PM PT, Monday–Friday, excluding US public holidays.** Mintlify engineering covers and handles P0 incidents 24/7.

Get started

{/* vale Vale.Terms = NO /} Contact your Mintlify account team to add Advanced Slack Support (Tier 2) or a Dedicated CSM (Tier 3), or email gtm@mintlify.com. {/ vale Vale.Terms = YES */}