Mindjet MindManager MSA, 1Y, 50-99U, 5Plus, ML
Contents
1. Support Identification Number SIN will be provided by Mindjet to the MSA purchasing entity and is used to identify MSA customers The SIN should be referenced when logging a support case or when calling into the Mindjet Support Call Center Please send your designated contact information via our web form or email to your regional Support Call Center Web form Customer Support and Service Team www mindjet com contactus Email Europe Middle East and Africa Region MJ CustomerServiceEMEA mindjet com Email Americas Asia and Pacific Region MJ CustomerServiceAmericas mindjet com Please create a Mindjet com Account and register your Product license key s and SIN s Doing so enables you to retrieve this information should it become lost or if you need to reinstall the product gives you direct access to our Support Download section and allows you to easily log a support case on Mindjet Support Services website Create a Mindjet Account at https www mindjet com accounts register aspx 2010 Mindjet October 5 2010 Mi di t Mindjet Software Assurance and Support In Guide to Customer Support Services Appendix C Training Services In addition to Support Services Mindjet offers Customer Training a separate program with offerings available for purchase Mindjet training offers a variety of courses to meet your MindManager requirements Whether you are looking for general Product training or training in speciali2. 1 49 0 180 500 9129 UK English 9am 5pm GMT 44 0 845 355 5500 France French 9am 5pm CET GMT 1 33 0 821 230 109 49 0 6023 9645 333 EMEA English 9am 5pm CET GMT 1 44 0 845 355 5500 Americas English 6am 5pm Pacific GMT 8 1 877 646 3538 Asia Pacific incl English 9am 5pm Pacific GMT 8 1 877 646 3538 Japan Mindjet provides limited French speaking technical support during normal business hours as set forth above If French speaking agent is not available your call will be routed to the European English speaking agents Asia and Pacific Region customers including Japan are currently supported by the Americas Support Call Center Support response time will be based on case receipt during Support Call Center operational hours Mindjet does not provide Japanese language phone support at this time 2010 Mindjet October 5 2010 Mindjet Mindjet Software Assurance and Support Guide to Customer Support Services Service Level Performance Guidelines MSA allows for case submission via phone live chat and web form Most cases can be handled by first level Support Services At times issues will arise that require more extensive testing and or that require second level local specialized or third level corporate developer Support Services Various factors can influence the ability to resolve problems Some of these factors are outside the contr
3. certain software partner product integrations Support Services for these partner products is provided directly by the originating vendor Mindjet does not provide Support Services for any third party products General Policies Mindjet reserves the right to limit the time spent by a Support Technician on each telephone call Mindjet may also limit or terminate support to a customer who uses the service in an irregular excessive abusive or fraudulent manner Terms conditions support features procedures pricing and support availability are subject to change at Mindjet s sole discretion Any such changes will not materially detriment the Support Services provided to existing MSA customers Coverage is non transferable and is valid for the MSA purchasing entity and designated contacts only Local and or onsite support programming customization consulting services individual setups and Product updates above and beyond Support Services customarily provided and as outlined in this document are not included in MSA and may or may not be available for purchase separately Detailed service level statistics and self service case management are not currently available Training Solution Partner and Developer services are provided separately Supported Mindjet Products Support Services are available for all currently available Mindjet products for purchase and or available for download as described on Mindjet Support Services websi
4. license basis per year Upgrades to the Next Product Version take advantage of the early low cost purchase commitment to ensure seamless access and availability to our next Major Release as defined in the Product Releases and Maintenance Policy 2010 Mindjet October 5 2010 Mi di Mindjet Software Assurance and Support In et i Guide to Customer Support Services Updates within the Current Product Version electronic notification and reminders of Minor or Maintenance Releases as defined in the Product Releases and Maintenance Policy which include version updates and other fixes delivered in advance when feasibly and practically possible Priority Queuing Online Web Form Support submit cases through the Mindjet Support Services website for the most efficient response Customers will be automatically routed to their regional Support Call Center Telephone Helpdesk Support direct contact between MSA customers designated contacts and the Mindjet Customer Support and Service Team Monday through Friday excluding holidays of the Support Call Center s host country Designated Authorized Contacts authorized contacts are your organization s interface to Mindjet Customer Support and Service Team and allow for managed and efficient response to your company s support needs Large Scale Deployment LSD Assistance take advantage of the installation guidance and documentation created for large scale deployments and utili
5. East Fourth Floor San Francisco CA 94111 USA Phone 1 415 229 4200 www mindjet com contactus www mindjet com EMEA Headquarters Mindjet GmbH SiemensstraBe 30 63755 Alzenau Deutschland Phone 49 0 60 23 96 45 0 www mindjet com contactus www mindjet de United Kingdom Mindjet UK Ltd 1000 Great West Road Brentford TW8 9HH United Kingdom Phone 44 0 208 261 8240 www mindjet com contactus www mindjet co uk 2008 2010 Mindjet LLC U S A All rights reserved Mindjet and MindManager are registered trademarks of Mindjet LLC in the United States and or other countries CSS_Guide_v2 0_1208_EU 2010 Mindjet October 5 2010
6. Mindjet Software Assurance and Support f a o 7 ar a p p a Fife FF F len fF mA mE CG cS BR SS Fa Guide to Customer Support Se w Ge FG Cw Ss Caw eS Ge aw 4 OS FE EU w Oi EP EP Ai u Cd Bring Information to Life Mindjet Mindjet Corporation 1160 Battery Street East San Francisco CA 94111 USA www mindjet com Toll Free 877 MINDJET Phone 415 229 4200 Fax 415 229 4201 2010 Mindjet Mi di Mindjet Software Assurance and Support In et A Guide to Customer Support Services Contents ORCC Sie sare sae ocaee ane ceneence pico cagenscaascess oan oracessenstocccmoases von eeenestenoee arate ssaseutonscaeaseee 2 Kae ge oli enie n EPEE E E E E E N E E E 3 Support Services at a Glance ssssssssssseresessusesssenerssnenasnsnenenenenenennusasensnsnsnonenensnenene 4 Mindjet Software Assurance and SuUpport s sssssssssrsersrerrrrnrerenrsrerrnrerenrnrnnenenrrrerrnnen 4 Working With SUDDOFU SCEVICES sis sccnssacanesieavarsatauasens EEEa EAA E Dai 5 Designating Authorized Contacts cccceee sec eecee seen eescennneeeneenenneescasnaeesseenereeseaunneesnoene 5 Contact and Hours Of OpPeration cccccccccccccsseeecceeeseccsnsneeeeeeeesecueeentteessseaeguuaanneeeenes 6 DUBS CONEA E serar E sree ciaamea aca goes acta adapta eaiewadm aan nanan ste E EEN ceataia 6 PRONG COM AC cis wacoa iaersarteratacniepran ade vars EEEE EE EE EO raat 6 Service Level Performance Guidelines ccc ccccce seen eee eeeesceccseeente
7. e Day Flag Day Corpus Christi National Holiday F Labour Day USA Summer Bank Holiday Columbus Day US All Saints Day Election Day USA Armistice Day Veterans Day Thanksgiving USA Christmas Eve 2010 Mindjet Thursday Friday Thursday Friday Wednesday Monday Monday Friday Monday Monday Thursday Monday Monday Monday Friday Monday Thursday Wednesday Monday Monday Monday Monday Tuesday Thursday Thursday Friday 24 12 2009 25 12 2009 31 12 2009 01 01 2010 06 01 2010 18 01 2010 15 02 2010 02 04 2010 05 04 2010 03 05 2010 13 05 2010 24 05 2010 31 05 2010 31 05 2010 04 06 2010 14 06 2010 03 06 2010 14 07 2010 06 09 2010 30 08 2010 11 10 2010 01 11 2010 02 11 2010 Mitesh 45 006 25 11 2010 24 12 2010 October 5 2010 DE UK US FR 3 Mindjet Software Assurance and Support Mindjet Guide to Customer Support Services Appendix B Designated Contacts Template Designated contacts are not applicable for individual customers purchasing MSA in Mindjet s Online Store Individual customers will create a Mindjet com Account as part of the order process and will have purchased MSA associated immediately with their customer account Enterprise customer purchasing MSA as part of their license program must submit their designated contacts information as follows First Name Last Name Company Name Department Title Position Full Address Phone E Mail SIN
8. e alerted with instructions on how to obtain and apply the necessary patch or run the registry script executable 2010 Mindjet October 5 2010 Mi di t Mindjet Software Assurance and Support In A Guide to Customer Support Services Support Services Availability Support Services are limited to the duration of MSA the starting point of which is the date of purchase Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance or local Support Call Center observed holidays Support Services are available through the following entities e Mindjet GmbH for the Europe Middle East and Africa territories in German English and French language e Mindjet LLC for the Americas Asia and Pacific Region in English and Japanese language Support Topic Limitations Support Services inquiries are limited to the following Mindjet product areas e Installation and deployment e Upgrade assistance where applicable e Microsoft Office integration and e Basic usability and functionality as described in the MindManager Help Guides and Tutorials Mindjet is also open to Support Services inquiries with basic connectivity issues for the purpose of using Mindjet software to access other products or services as they pertain to Mindjet software functionality Mindjet will not be responsible for resolving integration issues caused by e Third party services such as web ser
9. e eeee eee eeeeeeeeeeeeeeaaeenneeas 15 KITOE CON OF AUlOM sy cacacapcaaucecsowesiesesmaasasissaiaaanecaa any seeniaia vesawaneaewaseranegieeuenniegieaeereses 16 Worldwide Corporate Headquarters cccccccccc eee ec eee e eee ee eee e eee eee ee eee seen eens esaaeeeneenaaes 16 2010 Mindjet October 5 2010 Mi di Mindjet Software Assurance and Support In et A Guide to Customer Support Services Introduction On behalf of Mindjet s Customer Support and Service Team welcome to Mindjet s Guide to Customer Support Services We understand that technology alone isn t always enough to meet your dynamic business and information needs We are committed to providing the Customer Support Support Services you need to help you maximize the benefits of your Mindjet investment This guide provides essential information about Mindjet s Support Services policies procedures and processes It will help you understand where to find technical and product information through self service resources and explain how to log a case for questions that may require additional attention We ve created Mindjet Software Assurance and Support MSA to provide additional product deployment and usability content as well as to provide access to essential phone Support with our product and technical specialists who can help you troubleshoot product implementation and technical issues quickly and effectively Our goal is for you to be succes
10. eeeesecuseeenteessesaguuannneeeengs 7 SUPDOLE Case E CaO tetecenvautana tien tevendapanetesoecuaaiaesund iacenvauaaoacenavecenuaniec tender aia iaaaneaes 7 Third Party Software Add Ins Support ce cccccccscesseeeeeeeeeeesccnseeeeeeeesseeagueaatteeeetseeggnannnes 8 Ge el al POWClE Scena seiceteacauawennewsessnneaveanuncueessatssmanves E AA 8 Supported Mindjet I POG UICES stances actreioeeusawumaaknetacade ea mia en tavaneeasentecssaqammmaeen a a 8 Supported Product EN VIFOMIMCIES 2ccicccaansantavestae rida vamiecondennanacenaeceasan a a 9 Supported Product Duration s sessssssanusunanenessosnnnunnnnonosnonensununununanenessorenununnnenoanonennun 9 Product Releases and Maintenance PoOiCy ssesssssssssnnsrsnrrrnrnnerenrerrrrnrnrenrnrenrrrnrereneen 10 Support Services Availability s ssssesssesssessssssssnsnsnsnnnensnenesenenennnnarassnsnsnsnnnonenensnene 11 SU POFT TOPIC MIMNTANlOM Ss crscsescutcetaiecesceatecceet sued secs ntens oncetededaeiseietsuseceni cease senaseesees 11 PD OSGI Fe aea EE E EAE E EEA A i 13 ZO LO ROAY Calena sacar ca aerae E AEA EEA EN 13 Mindert OTNCe THONG S rreri ertet Senes aE E E EE EE 13 APPNO D aar E E E E AA 14 Designated Contacts Template ccccssccceeeesccnseeeeereeeseeesssaatreeeesseeusaaneeteetesagnanartes 14 Appendix C Trai Mind Se WICC Ss rssaceveecanisonsuraaaetesscnsaunseernchootseradanecsaniasistsewastoersessanen 15 Appendix D Feature Requests and SUGGESTIONS cc cee ccc eee cece ee
11. oblem resolution process we may require customers to validate their issue in a fully verified environment to further isolate the problem and to proceed with the resolution process Support Services are not provided for unsupported environments Supported Product Duration Mindjet provides Support Services for all current Generally Available Product releases and will supply patches and fixes as specified and as set forth herein In general these are provided as Minor or Maintenance Releases as defined in the Product Releases and Maintenance Policy below Mindjet periodically retires older versions of its software Products in order to focus resources on developing and supporting newer versions When a version of MindManager software is retired live Support Services telephone chat and web form support is discontinued for that version Online Support Knowledge Base User Forum and Whitepapers will remain available 2010 Mindjet October 5 2010 a P Mindjet Software Assurance and Support Mind et i Guide to Customer Support Services Generally Products will be supported for up to two years after the general availability date of the most current Major Release version of the Product The list of current Product lifecycles is available on Mindjet Support Services website at http www mindjet com support product resources lifecycle policy Product Releases and Maintenance Policy This policy will set forth con
12. ol of Support Services Mindjet will use commercially reasonable efforts to meet the response and resolution times set forth below and are provided as a framework for communicating our goals and setting common expectations Priority Standard Definition Problem or issue that is impacting or adversely affecting product installation or use Non critical problem or issue and or question about product use or feature request Initial Response Goal Within 4 business hours Within 1 business day Support Case Escalation Resolution Goal Within 1 business day Within 2 business days Initial Response Goal Within 1 business day Within 2 business days Resolution Goal Within 2 business days Within 3 business days Initial Response Goal Within 3 business days Within 5 business days Resolution Goal Within 6 business days Within 8 business days We recognize that for one reason or another there are times when support cases must be escalated If you are not satisfied with the progress of your case please communicate your concerns to the regional Support Call Center or your designated Mindjet Account Manager 2010 Mindjet October 5 2010 Mi di t Mindjet Software Assurance and Support In A Guide to Customer Support Services Third Party Software Add Ins Support Mindjet contributes towards and promotes
13. sful with Mindjet s products Products We will help you as efficiently as possible to get your application installed and deployed and to keep it up and running so as to help you achieve your desired results Mindjet Customer Support and Service Team 2010 Mindjet October 5 2010 n Mindjet Software Assurance and Support Mindjet Guide to Customer Support Services Support Services at a Glance Mindjet recognizes that your success is our success and to this end MSA offers a variety of software support options to get you up and running quickly and easily whether you are installing on a personal desktop or deploying across the enterprise Mindjet Software Assurance and Support When Purchased Time of license purchase 24x7 Self Service Resources Web Support Phone Helpdesk Support Product Updates Product Upgrades Local Time Zone Coverage Case Queue Prioritization Case Escalation Authorized Contacts HHEELEEEEBEEEKE Large Scale Deployment Assistance 9 5pm Local Support Call Center time Americas Support hours are 9 5 Pacific and Eastern time Mindjet Software Assurance and Support MSA is for individuals and enterprise customers who recognize that they would like support assistance and would also like to take advantage of the incentive to guarantee an upgrade to the next version of the Product MSA is only available at time of Product license purchase and must be purchased on per user per product
14. sistent Support Services terminology and customer notification and expectation management Product Upgrades Product Upgrades also Known as Major Releases introduce important new features or significantly enhance existing Product functionality These releases are made available on a product by product basis Product Upgrades are available free of charge to purchasers of MSA as specified herein or available without the purchase of MSA for an additional charge as set forth on the Mindjet Price List or as otherwise contractually agreed upon between the parties The first digit of the version number signifies the Major Release Ex 8 0 217 Product Updates Product Updates also known as Minor or Maintenance Releases incorporate service packs that provide bug fixes and may also include other minor fixes or modifications that enhance Product usage or functionality These releases are made available on a product by product basis Product Updates are provided free of charge and are available for download from the Mindjet Support Services website The second or middle digit of the version number signifies a Minor Release Ex 8 0 217 The third digits of the version number signify a Maintenance Release Ex 8 0 217 Patches If Mindjet discovers a severe problem after a Product has shipped Mindjet produces patches on an as needed basis to provide interim or emergency fixes to one or more critical problems Potentially affected customers ar
15. te and those that have not yet been retired as described herein under Supported Product Duration Eligibility benefits and Support Services availability for a Mindjet product are subject to change at Mindjet s sole discretion Any such changes will not materially detriment the Support Services provided to existing MSA customers 2010 Mindjet October 5 2010 a F Mindjet Software Assurance and Support Mind et i Guide to Customer Support Services MSA does not cover any Mindjet Labs solutions and add ins that are provided free in the Mindjet Labs section of Mindjet Support Services website or any other products which are provided free of charge Use of the foregoing solutions and add ins are subject to separate terms and conditions Mindjet reserves the right in its sole discretion to offer any solutions add ins and or products for sale These gratis add ins products are provided AS IS without any warranties and use of such add ins products are at the risk and the discretion of the end user Supported Product Environments System requirements for a Product release specify the hardware and software supported environments and are listed in the Product Information section of Mindjet Support Services website Mindjet will use commercially reasonable efforts to provide Support Services through attempting to reproduce and resolve problems on a supported environment If the customer environment becomes suspect during the pr
16. vices service providers 3rd party add ins and e Other software or hardware and unsupported environments These third party companies must be contacted directly Support Services does not cover inquiries on issues related to e Development e Application consulting and e Training 2010 Mindjet October 5 2010 Mi di Mindjet Software Assurance and Support In e i Guide to Customer Support Services Large scale deployment assistance under MSA is limited to electronic documentation remote troubleshooting and telephone guidance of reasonable duration extensive or ongoing assistance on site coverage or other deployment specific deliverables may be subject to additional fees at Mindjet s then current time and materials rates Additional Mindjet Software Assurance and Support Terms and Conditions The MSA Terms and Conditions available on the Mindjet Support Services website shall also apply to the provisions of Support Services in connection with the purchase of MSA 2010 Mindjet October 5 2010 3 7 Mindjet Software Assurance and Support Mindjet Guide to Customer Support Services Appendix A 2010 Holiday Calendar Mindjet Office Holidays Holidays 2010 Christmas Eve Christmas Day New Years Eve New Year Epiphany Martin Luther King jun Day President s Day Good Friday Easter Monday Early May Bank Holiday Christi Ascension Whit Monday Spring Bank Holiday Memorial Day US Independenc
17. ze the expertise of Mindjet Customer Support and Service Team Support Technicians Working with Support Services Designating Authorized Contacts MSA for enterprise customers entails assignment of designated contacts that are authorized to submit support cases Generally for every 100 users one designated contact is authorized Purchase of MSA will provide each company with a minimum of two authorized contacts per account The actual number of designated contacts may be determined as mutually agreed upon between the parties All authorized contacts and their information should be submitted via the means provided for in Appendix B below or through your Mindjet Account Manager 2010 Mindjet October 5 2010 i Mindjet Software Assurance and Support Mindjet Guide to Customer Support Services Contact and Hours of Operation Support hours are as listed below Mindjet reserves the right in its sole discretion to change modify add or remove regional points of contact and availability Online contact Self service and web form case submission is available 24x7 on Mindjet Support Services website Additionally Mindjet offers Live Chat during normal business hours available on Mindjet Support Services website homepage Mindjet Support Services Website homepage www mindjet com support Technical support case submission www mindjet com a support aspx Phone contact Support Center Language Hours German 9am 5pm CET GMT
18. zed MindManager applications you will find courses designed to suit your needs Options for receiving Mindjet MindManager training include public courses custom on site sessions live web based classes and custom web training Our courses can be tailored to fit the specific needs of both beginners and advanced users Mindjet also ensures superior training quality and value through its network of Mindjet approved trainers For a detailed description of each course enrollment schedule and purchase options please visit the Training section of our website at http www mindjet com products training default aspx Appendix D Feature Requests and Suggestions Mindjet tracks all customer requests for Product features and enhancements During each Product release planning cycle Mindjet s Product planning committee reviews the requests for inclusion in the current or a subsequent release Whereas requests and suggestions can be offered via our various contact channels Mindjet makes all Product roadmap decisions in its sole discretion and cannot provide any guarantees regarding the determination of content and release schedule for Product Updates and Upgrades Please feel free to submit a suggestion at http www mindjet com contactus 2010 Mindjet October 5 2010 Mi di Mindjet Software Assurance and Support In et Guide to Customer Support Services Mindjet Corporation Worldwide Corporate Headquarters 1160 Battery Street
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