Advanced support
Get premium support with faster response times, a dedicated customer success manager, and priority assistance for your documentation site.
Support tiers
Mintlify offers three support tiers. The right tier depends on the level of commitment, response time, and relationship you need.
| Standard | Advanced Slack | Dedicated CSM | |
|---|---|---|---|
| Tier | 1 (included) | 2 (add-on) | 3 (add-on) |
| How issues reach us | Email or dashboard | AI routing from Slack | CSM escalates from Slack |
| Response time targets | Best effort | P0–P3 | P0–P3 |
| Named contact | No | No | Yes |
| Monthly check-ins | No | No | Yes |
| Feature request tracking | No | No | Yes |
Included with all plans. Reach us via the dashboard. Best-effort response with no time target commitments.
Dedicated Slack channel with AI-powered routing to our support inbox. Includes response time targets for P0–P3 issues.
An assigned CSM owns your channel, responds directly, and escalates to support internally. The highest level of hands-on support we offer.
Tier 1: Standard support (included)
Included with all Enterprise plans. Reach us through the dashboard or at [email protected]. We do our best to respond and resolve issues quickly.
Tier 2: Advanced Slack Support (add-on)
We set up a dedicated Slack channel for your team. An AI tool monitors the channel, detects support-related messages, and automatically routes them into our support inbox where our team responds.
What you get:
- Dedicated Slack channel connected to our support team
- Automatic AI-powered issue detection and routing to our support inbox
- Priority-based response time targets (see table below)
- Expedited bug escalation to the Mintlify engineering team
Best for: Teams that need faster, structured response times without requiring a dedicated point of contact.
Tier 3: Dedicated CSM (add-on)
You get an assigned Customer Success Manager who owns your dedicated Slack channel. Your CSM responds to questions directly and manually escalates issues to the support team when needed (enabling faster internal coordination and resolution by working alongside support in real time).
What you get:
- Assigned CSM as your primary contact and channel owner
- Manual escalation to the support team with direct internal coordination
- Priority-based response time targets (see table below)
- Monthly check-ins
- Shared feature request tracker with direct product team escalation
- Priority bug and incident escalation
Best for: Teams that need fast resolution, a named point of contact, and a strategic partner.
Response time targets
Tiers 2 and 3 include the same response time targets. Mintlify will use commercially reasonable efforts to meet the following service levels:
| Priority | Definition | Initial response | Target resolution |
|---|---|---|---|
| P0–Critical | Complete service outage or security incident | 15 minutes | 1 hour |
| P1–High | Major capability blocked with no available workaround | 1 hour | 3 hours |
| P2–Medium | Partial degradation or feature issue with a workaround | 6 hours | 48 hours |
| P3–Low | Minor issues, cosmetic bugs, or general product inquiries | 12 hours | 96 hours |
P0 is the only priority level with 24/7 response coverage. Mintlify engineering manages P0 incidents (complete service outage or security incident) directly. We publish real-time status updates and incident progress at status.mintlify.com.
P1–P3 response times apply during Mintlify business hours only: 9 AM–5 PM PT, Monday–Friday, excluding US holidays.
FAQ
Tier 3: Dedicated CSM
Tier 2: Advanced Slack Support
Coverage hours
Get started
Contact your Mintlify account team to add Advanced Slack Support (Tier 2) or a Dedicated CSM (Tier 3), or email [email protected].