Mindtickle Support Services

Mindtickle provides customer support through a dedicated team of product experts and an AI-powered chatbot. Customer support helps Users resolve product-related, usability, and technical issues encountered while using the Mindtickle platform ("Platform").

Accessing Technical Support

Mindtickle provides multiple support channels to help Users quickly find answers, resolve product-related questions, and report technical issues. Users are encouraged first to consult the online knowledge base or use the AI-powered chatbot for immediate assistance. For additional help, Users can contact Mindtickle technical support through the appropriate support channel mentioned below, based on their role and support related to Subscription Services stipulated under Order.

1. Help site
   All Users can access Mindtickle's online knowledge base at help.mindtickle.com, which includes product documentation, training materials, best practices, troubleshooting guidance, and frequently asked questions (FAQs).

2. AI-powered chatbot
   All Users can access Mindtickle's AI-powered chatbot from the admin or learning instances of the Platform to get quick answers to product-related questions.
   Users can access the chatbot

   • Admin site: Click the Chat with Support icon in the left navigation panel.
   • Learning site: Click the Contact Support icon in the top navigation bar and select Contact Support.

   If the AI-powered chatbot does not resolve the issue, Users can select Not Helpful in response to the AI-powered chatbot. This opens the support request interface, where Users can escalate their request to Mindtickle technical support.

   • Administrative users (including site owners, enablement admins, group managers, content experts,
     and IT admins) can use the support request interface to initiate an in-platform chat with
     Mindtickle technical support.
   • Users on learning instances can submit a support ticket.

   When a support ticket is submitted, Mindtickle automatically captures a screenshot and relevant technical information, such as the browser and operating system. Users can also include additional comments and a description of the issue.

3. Mobile app
   On Mindtickle's native iOS and Android mobile app, Users can navigate to Profile > FAQ/Help to access the help site documentation. If additional assistance is required, Users can select Contact Support from the help site to submit a support ticket.

4. Email
   For specific queries or issues that require additional details or supporting attachments, such as multiple screenshots, users can contact the Mindtickle technical support team by emailing support@mindtickle.com.

Once a support request is received, a Mindtickle technical support team will contact the User through their registered email address or another available contact method 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 described above. Users should contact their organization's designated site owner or the individual responsible for managing the organization's relationship with Mindtickle to confirm which support options are available.

Mindtickle Support Priority Levels

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 only guidelines and may not cover every possible condition or technical situation. Mindtickle’s technical support team reserves the right to assign or reassign the priority level for the support tickets and emails based on its reasonable judgment and guidelines below. In case the customer would like to upgrade the priority level of a particular ticket, this can be done through a discussion between the stakeholders of the customer and Mindtickle teams with mutual written agreement.

Customer is responsible for providing Mindtickle technical support team with all requested business information, logs, and files, as well as permitting an appropriate level of remote access to their system 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.

Service Level Agreement (SLA) for Mindtickle Support

All support tickets and emails sent to the Mindtickle technical support team are prioritized as per the Initial Response Time for the assigned Priority Level.

Note: Hours are computed from the time of submission of a support ticket

*PST stands for Pacific Standard Time (UTC-8)
*PDT stands for Pacific Daylight Time (UTC-7)

Definitions

• Initial Response Time: The timeframe within which the Mindtickle technical support team will respond to a support ticket or email sent by a User (“Response Acknowledgment”). The Response Acknowledgment will typically provide an initial suggestion for fixing the reported issue or request additional information to better diagnose it.
• Ticket submission: The process by which a User reports an issue to Mindtickle’s technical support team using one of the options described above.

Support

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For older version of the Mindtickle Support Services, please refer to:

Mindtickle Support Services available before 11 August 2026