Datasheet

Mindjet Software Assurance and Support
Guide to Customer Support Services
1. © 2010 Mindjet October 5, 2010 7
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. Some of these factors are
outside the control of Support Services. Mindjet will use commercially reasonable efforts to
meet the response and resolution times set forth below and are provided as a framework for
communicating our goals and setting common expectations.
1
st
Level Support 2
nd
Level Support 3
rd
Level Support
Priority Definition
Initial
Response
Goal
Resolution
Goal
Initial
Response
Goal
Resolution
Goal
Initial
Response
Goal
Resolution
Goal
High
Problem or issue
that is impacting
or adversely
affecting product
installation or use
Within 4
business
hours
Within 1
business
day
Within 1
business
day
Within 2
business
days
Within 3
business
days
Within 6
business
days
Standard
Non-critical
problem or issue
and/or question
about product
use or feature
request.
Within 1
business
day
Within 2
business
days
Within 2
business
days
Within 3
business
days
Within 5
business
days
Within 8
business
days
Support Case Escalation
We recognize that for one reason or another there are times when support cases must be
escalated. If you are not satisfied with the progress of your case, please communicate your
concerns to the regional Support Call Center or your designated Mindjet Account Manager.