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Our vision was to have all learning happen in one portal. With Mindtickle, sales reps can easily go in, find what they need to learn, and go out and do their work. And we have visibility into how they’re engaging with the platform. It’s a one-stop shop for everyone.
Dr. Somnath Datta | Head of Commercial ExcellenceOur team of experts are here to accelerate your time to value and ensure ongoing success
We leveraged Mindtickle to roll out training to 18,000 of our sellers in six weeks... We also had an extremely high adoption rate for the training, and we really owe a lot of it to the Mindtickle platform and working with Mindtickle’s Professional Services.
Chris Jackson, Distinguished Solutions EngineerMindtickle has a dedicated team of professionals along with AI-powered chatbot that provides support to our Users when faced with product-related challenges, usability issues, and technical bugs on the Mindtickle Platform (“Platform”).
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 use AI-powered chatbot (“Chatbot”) and if not satisfied with Chatbot’s answers, can use Mindtickle’s technical support team by the following means:
Any Mindtickle User can chat with Chatbot on the web to get quick answers through the admin or learning instances on the Platform.
If User is not satisfied with the Chatbot’s answer/s, the administrative Users can connect with a Mindtickle technical support team for chat, whereas Users on learning instances can create a ticket as mentioned below.
In-app support (for mobile app Users): On Mindtickle’s native iOS and Android mobile apps, Users can click the Help and Support option in the menu to access the online knowledge base. For any additional query, Users can also click the ‘Send Feedback’ option to raise a support ticket
Email: For specific queries or bugs that need additional description including multiple screenshots etc., Users can directly get in touch with the Technical Support team, by sending an email to support@mindtickle.com
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 reassign 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.
| Severity Level | Definition |
|---|---|
| P1 | Critical production issue preventing all or most Users from using Platform or a business-critical functionality, with no workaround available |
| P2 | Major functionality is adversely impacted or significant performance degradation is experienced by a large number of Users, and no reasonable workaround is available |
| P3 | System performance issue, task requests or bug affecting some Users, with short-term workaround available |
| P4 | Issues and requests without significant, immediate-term impact on system performance and / or acceptable workaround available |
All support tickets and emails sent to the Mindtickle technical support team are prioritized as per the Initial Response Time for the assigned Severity Level.
Note: Hours are computed from the time of submission of a support ticket
| Basic Support | Premium Support | |
|---|---|---|
| Initial Response Times | P1 Cases: 2 hours P2 Cases: 6 Hours P3 Cases: 24 Hours P4 Cases: 2 Business days | P1 Cases: 1 hour P2 Cases: 4 Hours P3 Cases: 8 Hours P4 Cases: 24 Hours |
| Service Times | 24/5 | 24/7 response for P1 and P2 |
| Multi-Channel Technical Support | In-app and E-mail only. | In-app, E-mail, Live Chat for Admin Users, E-meeting. |
| Technical Account Management | No | Available as an add-on or included if you spend over 100K ARR |
Definitions
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).
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