Mindjet Software Assurance and Support Guide to Customer Support Services Mindjet Corporation Toll Free: 877-MINDJET 1160 Battery Street East · San Francisco CA 94111 USA Phone: 415-229-4200 Fax: 415-229-4201 www.mindjet.
Mindjet Software Assurance and Support Guide to Customer Support Services Contents Contents ................................................................................................................. 2 Introduction ............................................................................................................ 3 Support Services at a Glance ..................................................................................... 4 Mindjet Software Assurance and Support .......................
Mindjet Software Assurance and Support Guide to Customer Support Services Introduction On behalf of Mindjet’s Customer Support and Service Team, welcome to Mindjet’s Guide to Customer Support Services. We understand that technology alone isn’t always enough to meet your dynamic business and information needs. We are committed to providing the Customer Support (“Support Services”) you need to help you maximize the benefits of your Mindjet investment.
Mindjet Software Assurance and Support Guide to Customer Support Services Support Services at a Glance Mindjet recognizes that your success is our success, and to this end, MSA offers a variety of software support options to get you up and running quickly and easily, whether you are installing on a personal desktop or deploying across the enterprise.
Mindjet Software Assurance and Support Guide to Customer Support Services Updates within the Current Product Version: electronic notification and reminders of Minor or Maintenance Releases, as defined in the Product Releases and Maintenance Policy, which include version updates, and other fixes delivered in advance when feasibly and practically possible. Priority Queuing Online Web Form Support: submit cases through the Mindjet Support Services website for the most efficient response.
Mindjet Software Assurance and Support Guide to Customer Support Services Contact and Hours of Operation Support hours are as listed below. Mindjet reserves the right, in its sole discretion, to change, modify, add, or remove regional points of contact and availability. Online contact Self-service and web form case submission is available 24x7 on Mindjet Support Services website. Additionally, Mindjet offers Live Chat during normal business hours available on Mindjet Support Services website homepage.
Mindjet Software Assurance and Support Guide to Customer Support Services Service Level Performance Guidelines MSA allows for case submission via phone, live chat, and web form. Most cases can be handled by first level Support Services. At times, issues will arise that require more extensive testing and/or that require second level (local specialized) or third level (corporate developer) Support Services. Various factors can influence the ability to resolve problems.
Mindjet Software Assurance and Support Guide to Customer Support Services Third Party Software Add-Ins Support Mindjet contributes towards and promotes certain software partner product integrations. Support Services for these partner products is provided directly by the originating vendor. Mindjet does not provide Support Services for any third party products. General Policies Mindjet reserves the right to limit the time spent by a Support Technician on each telephone call.
Mindjet Software Assurance and Support Guide to Customer Support Services MSA does not cover any Mindjet Labs’ solutions and add-ins that are provided free in the Mindjet Labs section of Mindjet Support Services website or any other products which are provided free of charge. Use of the foregoing solutions and add-ins are subject to separate terms and conditions. Mindjet reserves the right, in its sole discretion, to offer any solutions, add-ins, and/or products for sale.
Mindjet Software Assurance and Support Guide to Customer Support Services Generally, Products will be supported for up to two years after the general availability date of the most current Major Release version of the Product. The list of current Product lifecycles is available on Mindjet Support Services website at: http://www.mindjet.
Mindjet Software Assurance and Support Guide to Customer Support Services Support Services Availability Support Services are limited to the duration of MSA, the starting point of which is the date of purchase. Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance or local Support Call Center observed holidays.
Mindjet Software Assurance and Support Guide to Customer Support Services Large scale deployment assistance under MSA is limited to electronic documentation, remote troubleshooting, and telephone guidance of reasonable duration; extensive or ongoing assistance, on-site coverage, or other deployment specific deliverables may be subject to additional fees at Mindjet’s then-current time and materials rates.
Mindjet Software Assurance and Support Guide to Customer Support Services Appendix A: 2010 Holiday Calendar Mindjet Office Holidays Holidays 2010 DE UK US FR Christmas Eve Thursday 24.12.2009 X X Christmas Day Friday 25.12.2009 X X New Years Eve Thursday 31.12.2009 X X New Year Friday 01.01.2010 X X Epiphany Wednesday 06.01.2010 X Martin Luther King jun. Day Monday 18.01.2010 X President’s Day Monday 15.02.2010 X Good Friday Friday 02.04.
Mindjet Software Assurance and Support Guide to Customer Support Services Appendix B: Designated Contacts Template Designated contacts are not applicable for individual customers purchasing MSA in Mindjet’s Online Store. Individual customers will create a Mindjet.com Account as part of the order process and will have purchased MSA associated immediately with their customer account.
Mindjet Software Assurance and Support Guide to Customer Support Services Appendix C: Training Services In addition to Support Services, Mindjet offers Customer Training, a separate program with offerings available for purchase. Mindjet training offers a variety of courses to meet your MindManager requirements. Whether you are looking for general Product training or training in specialized MindManager applications, you will find courses designed to suit your needs.
Mindjet Software Assurance and Support Guide to Customer Support Services Mindjet Corporation Worldwide Corporate Headquarters 1160 Battery Street East, Fourth Floor San Francisco, CA 94111 USA Phone +1(415) 229-4200 www.mindjet.com/contactus www.mindjet.com EMEA Headquarters Mindjet GmbH Siemensstraße 30 63755 Alzenau Deutschland Phone +49 (0) 60 23/96 45-0 www.mindjet.com/contactus www.mindjet.de United Kingdom Mindjet (UK) Ltd.
