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