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Ethan Palm
100 lines
4.6 KiB
Plaintext
100 lines
4.6 KiB
Plaintext
---
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title: "Advanced support"
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description: "Premium support options with faster response times and dedicated customer success."
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keywords: ["support", "CSM", "enterprise"]
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---
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## Support options
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- All customers receive support via dashboard or support@mintlify.com (24-48 hour response)
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- Enterprise plan customers can add Advanced Slack support (24-hour response) or a dedicated CSM (4-hour response + strategic partnership)
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### Standard support (included)
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Included with all Pro and Enterprise plans. Submit tickets through the dashboard or email support@mintlify.com. First response within 24-48 hours.
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### Advanced Slack support (Add-on)
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Get a dedicated Slack channel with our support team for faster troubleshooting.
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**What you get:**
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- Slack channel for your team and Mintlify support engineers
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- 24-hour first response SLA
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- Expedited bug escalation to the Mintlify engineering team
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**Best for:** Teams that need faster response times but don't require strategic partnership or scheduled check-ins.
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### Dedicated CSM (Add-on)
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Get an assigned Customer Success Manager who knows your team, setup, and goals.
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**What you get:**
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- Assigned CSM as your primary contact
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- 4-hour first response SLA (9AM-5PM PST for US customers, 24 hours international)
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- Dedicated Slack channel
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- Monthly check-ins
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- Quarterly business reviews
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- Shared feature request tracker with direct product team escalation
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- Priority bug and incident escalation
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**Best for:** Teams that need fast responses, proactive guidance, and influence over the product roadmap.
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## FAQ
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### Dedicated CSM
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<AccordionGroup>
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<Accordion title="What's the difference between a dedicated CSM and standard support?">
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Standard support is delivered via the dashboard or support@mintlify.com with a 24-48 hour response SLA. A Dedicated CSM includes both a primary point of contact and a dedicated Slack channel. The main differences are:
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- **Response time:** 4 hours for US customers during business hours versus 24-48 hours for standard support
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- **Relationship:** One person who knows your setup versus a support team rotation
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- **Proactive engagement:** Monthly check-ins and QBRs versus reactive support
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- **Product influence:** Direct escalation to the product team and input on the roadmap
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- **Strategic planning:** Quarterly business reviews and success planning
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</Accordion>
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<Accordion title="Why is a dedicated CSM priced at a premium?">
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You're getting a person who knows your team, your setup, and your goals—not a support queue. This includes:
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- 4-hour response SLA (versus 24-48 hours for standard support)
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- Monthly check-ins and quarterly business reviews
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- Direct influence on what we build
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- Priority escalation for bugs and incidents
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- Curated feature updates and enablement materials
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This is premium, high-touch service calibrated for teams where fast resolution and strategic partnership matter. If you want faster support without the full CSM relationship, our advanced Slack support option gives you a dedicated channel with 24-hour response times at a lower price point.
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</Accordion>
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<Accordion title="How does feature request tracking work?">
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Every dedicated CSM customer gets a shared Google Sheet tracker where you can:
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- Submit feature requests with context and priority
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- See status updates as requests move through review and development
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- Track which features have been shipped
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- Provide feedback and additional details as features are scoped
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Your CSM reviews this tracker regularly and escalates priority items directly to our product team.
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</Accordion>
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</AccordionGroup>
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### Advanced Slack support
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<AccordionGroup>
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<Accordion title="What's the difference between advanced Slack support and standard support?">
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Standard support (included with Pro and Enterprise plans) is delivered via the dashboard or support@mintlify.com with a 24-48 hour response SLA. Advanced Slack support includes:
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- Dedicated Slack channel versus email/dashboard support
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- 24-hour response SLA versus 24-48 hours for standard support
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- Expedited bug escalation to the Mintlify engineering team
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</Accordion>
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<Accordion title="Why is advanced Slack support priced separately?">
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You're getting a dedicated Slack channel with our support team plus expedited engineering escalation for bugs and incidents—not email support with 24-48 hour response times. This is premium support for teams that need faster answers without the full strategic CSM relationship.
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</Accordion>
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</AccordionGroup>
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## Get started
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Contact your Mintlify account team to add advanced Slack support or a dedicated CSM, or email gtm@mintlify.com.
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