advanced-support.mdx

title	Advanced support
description	Get premium support with faster response times, a dedicated customer success manager, and priority assistance for your documentation site.
keywords	support CSM enterprise

Support options

• All customers receive support via dashboard or support@mintlify.com (24 hour response)
• Enterprise plan customers can add Advanced Slack support (24-hour response) or a dedicated CSM (4-hour response + strategic partnership)

Standard support (included)

Included with all Pro and Enterprise plans. Submit tickets through the dashboard or email support@mintlify.com. First response within 24-48 hours.

Advanced Slack support (add-on)

Get a dedicated Slack channel with our support team for faster troubleshooting.

What you get:

• Slack channel for your team and Mintlify support engineers
• 24-hour first response SLA
• Expedited bug escalation to the Mintlify engineering team

Best for: Teams that need faster response times but don't require strategic partnership or scheduled check-ins.

Dedicated CSM (add-on)

Get an assigned Customer Success Manager who knows your team, setup, and goals.

What you get:

• Assigned CSM as your primary contact
• 4-hour first response SLA (9 AM-5 PM PST for US customers, 24 hours international)
• Dedicated Slack channel
• Monthly check-ins
• Quarterly business reviews
• Shared feature request tracker with direct product team escalation
• Priority bug and incident escalation

Best for: Teams that need fast responses, proactive guidance, and influence over the product roadmap.

FAQ

Dedicated CSM

We deliver standard support via the dashboard or support@mintlify.com with a 24-48 hour response SLA. A Dedicated CSM includes both a primary point of contact and a dedicated Slack channel. The main differences are:

- **Response time:** 4 hours for US customers during business hours versus 24-48 hours for standard support
- **Relationship:** One person who knows your setup versus a support team rotation
- **Proactive engagement:** Monthly check-ins and QBRs versus reactive support
- **Product influence:** Direct escalation to the product team and input on the roadmap
- **Strategic planning:** Quarterly business reviews and success planning

You're getting a person who knows your team, your setup, and your goals—not a support queue. This includes:

- 4-hour response SLA (versus 24-48 hours for standard support)
- Monthly check-ins and quarterly business reviews
- Direct influence on what we build
- Priority escalation for bugs and incidents
- Curated feature updates and enablement materials

This is premium, high-touch service calibrated for teams where fast resolution and strategic partnership matter. If you want faster support without the full CSM relationship, our advanced Slack support option gives you a dedicated channel with 24-hour response times at a lower price point.

Every dedicated CSM customer gets a shared Google Sheet tracker where you can:

- Submit feature requests with context and priority
- See status updates as requests move through review and development
- Track which features have been shipped
- Provide feedback and additional details as features are scoped

Your CSM reviews this tracker regularly and escalates priority items directly to our product team.

Advanced Slack support

We deliver standard support (included with Pro and Enterprise plans) via the dashboard or support@mintlify.com with a 24-48 hour response SLA. Advanced Slack support includes:

- Dedicated Slack channel versus email/dashboard support
- 24-hour response SLA versus 24-48 hours for standard support
- Expedited bug escalation to the Mintlify engineering team

You're getting a dedicated Slack channel with our support team plus expedited engineering escalation for bugs and incidents—not email support with 24-48 hour response times. This is premium support for teams that need faster answers without the full strategic CSM relationship.

Get started

Contact your Mintlify account team to add advanced Slack support or a dedicated CSM, or email gtm@mintlify.com.