Mattermost | Support

Let’s put our heads together

Need a customized rollout plan? Have a few questions about integrations? For the big stuff, the small stuff, and everything in between — we are here to help.

Customer Support

Customer support is available for Mattermost deployments that meet the software and hardware requirements listed in our product documentation.

What’s included:

  • Communication with IT administrators deploying and managing Mattermost
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Guidance around implementation and configuration
  • Assistance identifying and troubleshooting problems in systems
  • Identifying and creating appropriate bug reports

What’s not included:

  • Support in languages other than English
  • Support for end users
  • Support for organizations without a valid Mattermost subscription
  • Development questions or requests
    • Please send developer questions to the Mattermost forum
    • If a Mattermost API is suspected as the root cause of an issue, sample code that replicates the issue must be provided
  • Third-party integrations, installers, images, and plug-ins
  • Remote administration
  • Professional services including:
    • Product training
    • System performance and tuning
    • Deployment and capacity planning
    • Installation and upgrade services
  • Support for Mattermost server releases other than the latest official release or the previous major build release

Understanding your support options

The table below describes support features of Mattermost Professional Edition, Mattermost Enterprise Edition, and Premier Support. Any questions? Just send an email to [email protected].

E10 Support

  • Self-help resources

  • Online Ticket Creation

  • Business Day Coverage*

E20 Support

includes everything in E10 Support and:

  • Self-help resources

  • Online Ticket Creation

  • Business Day Coverage*

  • Email support

  • Weekday Coverage 24×5

Premier Support

includes everything in E20 Support and:

  • Self-help resources

  • Online Ticket Creation

  • Business Day Coverage*

  • Email support

  • Weekday Coverage 24×5

  • Mission Critical Response L1 – 60 minutes, L2 – 120 minutes

  • Weekend coverage**

  • Direct access to senior support team

  • Development team priority

  • Screen-sharing, collaboration phone calls, and health checks

  • Installation and deployment advisory

  • Account on-boarding

  • Potential to influence product roadmap and prioritization decisions

Feature Professional
Edition
Enterprise
Edition
Premier
Support
Self-help resources
Online Ticket Creation
Business Day Coverage*
Email support
Weekday Coverage 24×5
Mission Critical Response L1 – 60 minutes, L2 – 120 minutes
Weekend coverage**
Direct access to senior support team
Development team priority
Screen-sharing, collaboration phone calls, and health checks
Installation and deployment advisory
Account on-boarding
Potential to influence product roadmap and prioritization decisions

*Business day coverage is from Monday to Friday, 9am to 5pm US Pacific time zone (UTC-8 & UTC-7 DST) on non-US holidays. **Weekend coverage is available for L1 and L2 issue escalations and begins Fridays at 5pm and ends Mondays at 9am US Pacific time zone
(UTC-8 & UTC-7 DST).

Why upgrade to Premier Support?

  • Mission Critical Response L1 – 60 minutes, L2 – 120 minutes – Critical and major issues impacting production environments receive top priority from the Mattermost support team.
  • Weekend coverage – Premier Support customers receive weekend support for L1 and L2 escalations.
  • Direct access to senior support engineers – Premier Support tickets are responded to by senior support engineers with advanced technical and soft skills to help customers with complex environments and mission-critical needs.
  • Development team priority – Priority is given to issues from Premier Support customers escalated to the development organization for assistance or fixes.
  • Screen-sharing, collaboration phone calls, and health checks – Premier Support customers can reduce time to resolution by working with the Mattermost support team over phone or audio conference and screen-sharing sessions to isolate, identify and troubleshoot critical issues.
  • Installation and deployment advisory – We’ll support your team in properly installing and piloting your deployment.
  • Account onboarding – Our team works with you during a series of onboarding discussions to ensure we have your detailed environment information available about your deployment before your first ticket is filed, reducing overall resolution times, questions, and delays for each follow-on issue.
  • Potential to influence product roadmap and prioritization decisions – With privileged access to senior support staff and members of the Mattermost product team, the Mattermost product roadmap is often influenced by Premier Support customers.
  • Licensing – Premier Support includes licensing for up to 4 standalone non-production environments.

Who is eligible for Premier Support?

The following requirements are necessary to receive Premier Support:

  1. Named contacts – Premier Support requests must be filed by one of three named contacts in your organization. Named contacts must have an email address with your company domain and must be individuals, and cannot use shared or group email addresses sent or received by more than one physical person.
  2. Current Premier Support subscription – Customers must have a valid Premier Support subscription through the support process.
  3. Provide information and logs promptly – To quickly deliver root cause analysis and overall resolution, the Mattermost Support Team requires information and logs requests from the customer to be delivered in a timely, consistent, and well-structured manner. Information requests may include files, logs, dumps, and redacted configuration and database information.

We take our SLAs to heart

While Mattermost attempts to respond to all issues in a timely manner, issues that hurt our customers’ production applications (i.e., Level 1, Level 2) take priority. “Production” is defined as an instance of Mattermost software actively used by the customer’s business users. It does not include testing systems or production staging systems or environments.

 

Level 1

Urgent Business Impact – Urgent issue on production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available.

Characteristics:

  • System hangs or crashes, critical functionality not available, data loss or data corruption, a large number of end users blocked from work. Impact escalating quickly.

Response time:

  • Premier Support: 1 hour
  • Enterprise Edition Support: 4 hours

Level 2

High Business Impact – Major issue on production system severely impacting business operations.

Characteristics:

  • Significant performance degradation, important functionality not available, small number of users blocked from work, impact is escalating.

Response time:

  • Premier Support: 2 hours
  • Enterprise Edition Support: 8 hours

Level 3

Normal Business Impact – Normal issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.

Characteristics:

  • Some system functions not available, minor performance degradation, small number of users impacted, impact is not escalating.

Response time:

  • Premier Support: 8 hours
  • Enterprise Edition Support: 16 hours

Level 4

Low Business Impact – Low issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.

Characteristics:

  • Incorrect product behavior without impact, or product question or enhancement.

Response time:

  • Premier Support: 24 hours
  • Enterprise Edition Support: Next business day

Any questions?

Send us a message or set up time to talk.

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