Quick Help Options
🔍 Self-Service Resources
Get instant answers to common questions Before contacting support, try these resources for immediate help:- Knowledge Base: Comprehensive documentation and guides
- Video Tutorials: Step-by-step visual instructions
- FAQ Section: Answers to frequently asked questions
- Troubleshooting Guide: Common issue solutions
💬 Live Chat Support
Real-time assistance during business hours Availability:- Monday - Friday: 9:00 AM - 6:00 PM (EST)
- Response Time: Typically under 2 minutes
- Languages: English, Spanish, French
- Quick questions and clarifications
- Account and billing issues
- Technical troubleshooting
- Feature guidance
- Click the chat icon in the bottom-right corner of any page
- Describe your issue briefly
- Connect with a support specialist
📧 Email Support
Detailed assistance for complex issues General Support: support@mixus.com Response Time: 24 hours (business days) Billing Support: support@mixus.com Response Time: 4 hours (business days) Technical Support: support@mixus.com Response Time: 12 hours (business days) Enterprise Support: support@mixus.com Response Time: 2 hours (24/7 for Enterprise customers)Support by Plan Type
Free Plan Support
Community and self-service resources Available Channels:- ✅ Knowledge base and documentation
- ✅ Video tutorials and guides
- ✅ Community forums
- ✅ Email support (48-hour response)
- ❌ Live chat support
- ❌ Phone support
- ❌ Priority handling
- Check documentation first
- Be detailed in email descriptions
Pro Plan Support
Enhanced support with faster response times Available Channels:- ✅ All Free plan channels
- ✅ Live chat support during business hours
- ✅ Priority email support (12-hour response)
- ✅ Screen sharing assistance
- ✅ Advanced troubleshooting
- ❌ Phone support
- ❌ 24/7 support
- Priority queue position
- Access to beta features support
- Advanced integration assistance
Team Plan Support
Dedicated team support with administrative help Available Channels:- ✅ All Pro plan channels
- ✅ Phone support during business hours
- ✅ Team setup assistance
- ✅ Training and onboarding support
- ✅ Custom integration guidance
- ✅ Performance optimization consulting
- ❌ 24/7 phone support
- User management assistance
- Billing and subscription management
- Team workflow optimization
- Advanced feature training
Enterprise Support
Premium support with guaranteed SLAs Available Channels:- ✅ All Team plan channels
- ✅ 24/7 phone and email support
- ✅ Dedicated customer success manager
- ✅ Custom SLA agreements
- ✅ On-site training and setup
- ✅ Emergency escalation procedures
- ✅ Quarterly business reviews
- Guaranteed response times
- Dedicated support team
- Custom integration development
- Priority feature requests
- Executive escalation path
Support Categories
🔧 Technical Issues
Platform functionality and troubleshooting Common Technical Issues:- Login and authentication problems
- File upload and processing errors
- Performance and loading issues
- Integration connectivity problems
- API errors and rate limiting
- Mobile app synchronization issues
- Operating system and browser version
- Error messages (exact text or screenshots)
- Steps to reproduce the issue
- Account email address
- Timestamp when the issue occurred
💳 Billing & Account
Subscription, payments, and account management Billing Support Includes:- Payment method updates
- Subscription changes and upgrades
- Invoice questions and disputes
- Refund requests and processing
- Usage and billing explanations
- Account closure and data export
- Account email address
- Billing address for verification
- Invoice numbers (if applicable)
- Specific billing questions or concerns
👥 Team Management
User management and collaboration features Team Support Covers:- Adding and removing team members
- Permission and role management
- Workspace organization and setup
- Collaboration feature guidance
- Team billing and allocation
- Migration and data transfer
- Team name and account details
- User email addresses involved
- Specific permission or access issues
- Current team structure and desired changes
🔌 Integrations
Third-party connections and integration support Integration Support:- Connection setup and configuration
- Authentication and authorization issues
- Data synchronization problems
- Integration troubleshooting
- Custom integration development
- Performance optimization
- Integration type and version
- Error messages or logs
- Integration configuration (redacted)
- Expected vs. actual behavior
- Testing environment details
Enterprise & Priority Support
📞 Phone Support
Direct phone assistance for urgent issues Pro Plan Phone Support:- Monday - Friday: 9:00 AM - 5:00 PM (EST)
- Number: +1 (555) 123-MIXUS
- Average wait time: Under 3 minutes
- 24/7 availability
- Dedicated phone line
- Immediate escalation path
- Conference call support available
🚨 Emergency Support
Critical issue resolution for Enterprise customers Qualifies as Emergency:- Complete service outage
- Security incidents or breaches
- Data loss or corruption
- Business-critical feature failures
- Phone: +1 (555) 911-MIXUS
- Email: support@mixus.com
- Response Time: 15 minutes (24/7)
👩💼 Customer Success
Proactive support for Enterprise customers Customer Success Services:- Quarterly business reviews
- Usage optimization consulting
- Feature roadmap discussions
- Training and education programs
- Success metric tracking
- Strategic planning assistance
- Assigned within 48 hours of Enterprise signup
- Regular check-in calls (monthly/quarterly)
- Direct contact for escalations
- Advocate for feature requests
Support Best Practices
📝 How to Get Better Support
Tips for faster, more effective assistance Be Specific:- Describe exactly what you were trying to do
- Include exact error messages
- Provide step-by-step reproduction steps
- Mention what you expected to happen
- Your account email and plan type
- Browser/device information
- Time when the issue occurred
- Any recent changes to your setup
- Error messages and dialogs
- Console logs (for technical issues)
- Network tab information (if relevant)
- Account or billing pages (redact sensitive info)
🔒 Security & Privacy
How we protect your information during support Data Protection:- All support channels use encrypted communication
- Support staff trained on data privacy
- Access logging for all support interactions
- Automatic data retention policies
- ✅ Account email address
- ✅ General usage patterns
- ✅ Error messages and logs
- ✅ Browser and system information
- ❌ Passwords or sensitive credentials
- ❌ Private conversation content
- ❌ Sensitive personal data
Community Support
🌟 Community Forums
Get help from other mixus users Forum Categories:- General Questions & Discussions
- Technical Help & Troubleshooting
- Feature Requests & Feedback
- Integrations & Development
- Tips & Best Practices
- Show & Tell (User Showcases)
- Be respectful and helpful
- Search before posting duplicates
- Provide context and details
- Follow our code of conduct
📚 User-Generated Content
Community Resources:- User-written tutorials and guides
- Integration examples and templates
- Best practice sharing
- Workflow automation examples
- Creative use case demonstrations
- Share your mixus workflows
- Write tutorials for others
- Answer questions in forums
- Provide feedback on features
Support Feedback
⭐ Rate Your Support Experience
Help us improve our support quality After each support interaction, you’ll receive:- Email survey with rating options
- Opportunity to provide detailed feedback
- Suggestions for improvement
- Recognition for outstanding support agents
- Improve response times
- Enhance support agent training
- Develop better self-service resources
- Prioritize documentation updates
🔄 Continuous Improvement
How we’re always getting better Recent Support Improvements:- 50% reduction in average response time
- New self-service troubleshooting tools
- Enhanced live chat capabilities
- Improved escalation procedures
- 24/7 support for Enterprise customers
- AI-powered issue prediction
- Video support calls
- Enhanced mobile support experience
- Multilingual support expansion