Clarify enterprise support tiers, SLAs, and coverage hours#6164
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…SLAs - Replace vague 24h/4h response times with the full P0–P3 SLA table - Make clear Standard Support has no binding SLA commitments (best effort) - Introduce "Enterprise Support" as the umbrella term for both add-ons - Explain how each add-on routes issues: AI routing (Advanced Slack) vs CSM manual escalation (Dedicated CSM) - Add explicit note that P0 is 24/7 and handled by engineering (status.mintlify.com) - Add explicit note that P1–P3 are business hours only (9 AM–5 PM PT, Mon–Fri) - Add new FAQ section on SLAs and coverage hours Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
Co-authored-by: Dean from Mintlify <dean@mintlify.com>
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Should we hold off on this bit since we haven't set this up yet? @dino475
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Each of the three support tiers now has its own top-level heading: Standard support, Advanced Slack Support (add-on), Dedicated CSM (add-on). Removes the 'Enterprise support (add-on)' umbrella section and its introductory paragraph. Updates SLA table heading accordingly. Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
Let's merge for now and addressing this will be a fast follow task this week. Will need to review all of the contracts to see which customer's purchased CSM vs Slack Support. |
4 participants
Summary
Why
Our contracts reference "Enterprise Support" SLA terms but the docs page didn't define those terms clearly or accurately. This caused a mismatch between what sales was committing to and what the support team could actually deliver. This PR aligns the docs with our actual support model.
Test plan
🤖 Generated with Claude Code
Note
Low Risk
Documentation-only changes to customer-facing support commitments; no application code or runtime behavior is affected.
Overview
Aligns the Advanced support docs with contract-style enterprise SLAs by replacing simple “24h / 4h” response claims with a shared P0–P3 table (initial response + target resolution) for both add-ons, and stating that Standard support is best-effort with no binding SLA.
The page is reframed as three support tiers, with clearer differentiation: Advanced Slack Support (AI detection/routing into the support inbox) vs Dedicated CSM (named owner, direct replies, manual escalation). A Note callout clarifies that only P0 is 24/7 (engineering + status page) and P1–P3 apply in business hours (9 AM–5 PM PT, Mon–Fri). FAQs are reorganized and expanded (tier comparisons, AI routing, P0 definition, business hours); pricing/premium rationale accordions are removed.
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