Mindful Support Policy
Mindful provides application support, consultation, and troubleshooting services for all customers. This policy is meant to provide a guideline to customers of these services.
Support tickets may be logged via Knowledge Center portal or telephone during the hours listed below:
|Professional & Enterprise Support
|Method of Contact
|Knowledge Center portal
|Knowledge Center portal, Phone and Text
Available 24×7, 365
Telephone: (866) 670-2223 (US and Canada); +44 1440 564940 (EMEA); +1 (330) 670-2238 (Worldwide)
Certain Support cases will require bug fixes to bring the software into substantial conformance with its then-current technical documentation. These cases will be resolved in accordance to these terms:
Severity Chart and Response Times (see chart below)
|Critical – Customer’s production software is down; the loss of production data is a concern and no procedural workaround exists.
|High – Customer cannot use major software features or when the software is exposed to potential loss or interruption of service; no acceptable workaround exists.
|Medium – Medium-to-low impact situation that involves partial non-critical functionality loss. Typically, an easy workaround exists. Medium issues include documentation and GUI.
|2 business days
|Low – General usage question or recommendation for a future software enhancement or modification.
|2 business days
|4 business days
Clarifications to Above Resolutions:
- The above time periods begin when customer notifies Mindful of the support issue
- Certain situations may require software development and testing that may result in an increase in the resolution time stated above
Exceptions to Above Resolutions:
- Delays attributable to client call-flow and routing changes
- Lack of timely communication or full cooperation by customer
Mindful hosts all Cloud Services on resilient and elastically scalable infrastructure, using a fault tolerant application architecture. This ensures high availability and consistent application performance. All components of our Callback application are load-balances across multiple availability zones, substantially reducing the risk of failure.
Our cloud service providers adhere to industry standard compliance, certifying in ISO 27001, SOC 2 or similar. We obtain and review these reports on an annual basis to confirm compliance.
All SSL certificates are created and updated with 2048-bit key length and SHA-256. Our keys, supporting database encryption as well as SSL, are encrypted and stored using a key management service.
Mindful’s infrastructure architecture supports a recoverable process. Automated data backups, coupled with documented and automated recovery procedures for the application and its supporting infrastructure, results in our ability to restore functionality to a new geographical region with minimal downtime.
Note: These support terms may change, but Mindful will not materially degrade these terms during a paid support term. Mindful will provide email or other electronic notice of any material changes.
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