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Customer Support Policy

Our comprehensive customer support policy ensures you receive the assistance you need when working with Mamentis and our partner ecosystem.

Support Tiers​

Basic Support (All Users)​

  • Response Time: 48 hours for non-critical issues
  • Channels: Email, documentation, community forums
  • Coverage: Business hours (9 AM - 5 PM EST, Monday-Friday)
  • Languages: English, with translation assistance available

Premium Support (Paid Plans)​

  • Response Time: 24 hours for standard issues, 4 hours for urgent
  • Channels: Email, chat, phone, video calls
  • Coverage: Extended hours (7 AM - 9 PM EST, Monday-Friday)
  • Languages: English, Spanish, French, German

Enterprise Support (Enterprise Plans)​

  • Response Time: 4 hours for standard, 1 hour for critical issues
  • Channels: Dedicated support team, direct access
  • Coverage: 24/7 support for critical issues
  • Languages: Multi-language support team

Support Channels​

Documentation and Self-Service​

  • Knowledge Base: Comprehensive documentation and guides
  • Video Tutorials: Step-by-step instructional content
  • FAQ: Frequently asked questions and solutions
  • Community Forums: Peer-to-peer support and discussion

Direct Support​

  • Email Support: support@mamentis.com
  • Live Chat: Available during business hours
  • Phone Support: Available for Premium and Enterprise users
  • Video Calls: Scheduled sessions for complex issues

Partner Support​

  • Partner Success Team: Dedicated support for partners
  • Technical Assistance: Integration and development support
  • Business Development: Growth and opportunity guidance
  • Training Resources: Ongoing education and certification

Issue Classification​

Severity Levels​

Critical (P1)

  • System outages affecting multiple users
  • Security breaches or data loss
  • Complete service unavailability
  • Response Time: 1 hour (Enterprise), 4 hours (Premium)

High (P2)

  • Significant functionality issues
  • Performance degradation
  • Single-user account problems
  • Response Time: 4 hours (Enterprise), 24 hours (Premium)

Medium (P3)

  • Minor functionality issues
  • Feature requests
  • General questions
  • Response Time: 24 hours (Enterprise), 48 hours (Premium)

Low (P4)

  • Documentation requests
  • Enhancement suggestions
  • General inquiries
  • Response Time: 48-72 hours

Support Process​

Ticket Submission​

  1. Issue Description: Detailed problem description
  2. Reproduction Steps: How to recreate the issue
  3. Expected vs. Actual: What should happen vs. what occurs
  4. Environment: Browser, OS, device information
  5. Priority: Business impact assessment

Resolution Workflow​

  1. Acknowledgment: Confirmation of ticket receipt
  2. Investigation: Technical analysis and troubleshooting
  3. Solution Development: Creating fix or workaround
  4. Testing: Validation of solution
  5. Deployment: Implementation of fix
  6. Verification: Confirmation issue is resolved

Communication​

  • Regular Updates: Status updates on complex issues
  • Escalation: Automatic escalation for unresolved issues
  • Resolution Notification: Confirmation when issue is fixed
  • Follow-up: Post-resolution satisfaction survey

Service Level Agreements (SLAs)​

Availability Targets​

  • Platform Uptime: 99.9% uptime guarantee
  • Planned Maintenance: Scheduled during low-usage periods
  • Notification: 48-hour advance notice for maintenance
  • Service Credits: Automatic credits for SLA breaches

Performance Standards​

  • Response Times: API response time commitments
  • Throughput: Request processing capacity guarantees
  • Reliability: Error rate thresholds and monitoring
  • Scalability: Automatic scaling during high demand

Escalation Procedures​

Internal Escalation​

  1. Level 1: Front-line support team
  2. Level 2: Technical specialists and engineers
  3. Level 3: Senior engineers and architects
  4. Level 4: Product management and executives

Customer Escalation​

  • Support Manager: Request escalation to management
  • Executive Contact: Direct contact for Enterprise customers
  • Partner Advocate: Dedicated contact for strategic partners
  • Emergency Hotline: Critical issue escalation path

Training and Resources​

User Training​

  • Onboarding: Platform introduction and setup assistance
  • Webinars: Regular training sessions on new features
  • Best Practices: Guidance on optimal platform usage
  • Certification: Professional certification programs

Partner Training​

  • Technical Training: Deep-dive technical sessions
  • Business Training: Sales and marketing support
  • Certification Programs: Partner certification tracks
  • Ongoing Education: Continuous learning opportunities

Feedback and Improvement​

Satisfaction Monitoring​

  • Support Surveys: Regular feedback collection
  • Performance Metrics: Response time and resolution tracking
  • Quality Assurance: Regular review of support interactions
  • Continuous Improvement: Regular process optimization

Feature Requests​

  • Request Submission: Process for suggesting improvements
  • Evaluation: Assessment of feature requests
  • Roadmap Integration: Inclusion in product development
  • Communication: Updates on request status

Contact Information​

For all support inquiries, please contact us at:

Our commitment is to provide exceptional support that enables your success with Mamentis. We continuously improve our support processes based on your feedback and changing needs.