All Users can directly access Mindtickle’s online knowledge base at help.mindtickle.com, including standard training materials and FAQs.
In addition, Mindtickle Users can obtain support from Mindtickle’s technical support team by the following means:
Once contacted, a technical specialist from Mindtickle will get in touch directly with the User on their registered email address or through available contact options, within the applicable initial response time described below.
Depending on the customer’s support subscription, a User may be able to access all or some of the technical support options mentioned above. A User should contact the designated employee with Site Owner role on Mindtickle or the customer’s owner of the Mindtickle relationship in their organization to confirm the nature of support subscription available to them.
All support tickets and emails sent to Mindtickle’s technical support team are categorized into priority levels, according to the guidelines listed below. Please note that the descriptions below are guidelines and may not cover every possible condition or technical situation. Mindtickle’s technical support team reserves the right to assign or re-assign the severity level for the support tickets and emails based on its reasonable judgment and guidelines below. In case the customer would like to upgrade the severity level of a particular ticket, this can be done through a discussion with the stakeholders of the customer and Mindtickle teams and their mutual agreement regarding the appropriate severity level.
Customers are responsible for providing Mindtickle technical support team with all requested business information, logs, files, as well as permitting an appropriate level of remote access to their systems instance, if needed, to resolve any reported issue. Failure to provide such information and/or access may result in extended resolution times or in Mindtickle’s inability to resolve the issue.
All support tickets and emails sent to the Mindtickle technical support team are prioritized as per the First Response Time and Target Resolution Time below for the assigned Severity Level.
Mindtickle’s standard business hours for Support Services during Daylight Standard are Sunday, 5:00 PM to Friday 5:00 PM (PST).
Mindtickle’s standard business hours for Support Services during Daylight Savings are Sunday, 6:00 PM to Friday 6:00 PM (PDT).