Overview
We’re committed to providing excellent support to ensure you get the most out of mixus. Whether you’re just getting started, troubleshooting an issue, or looking to optimize your workflows, we have comprehensive resources and support channels to help you succeed.Support Channels
💬 Live Chat Support
In-App Chat- Available 24/7 for immediate assistance
- AI-powered initial responses with human escalation
- Screen sharing and real-time troubleshooting
- Direct access from any page in mixus
- File sharing for screenshots and examples
- Session recordings for complex issues
- Priority routing based on subscription level
- Conversation history and follow-up tracking
📧 Email Support
General Support- Email: support@mixus.com
- Response time: Within 4 hours (business days)
- Detailed technical assistance and guidance
- Follow-up support and resolution tracking
- Technical Issues: support@mixus.com
- Billing Questions: support@mixus.com
- Security Concerns: support@mixus.com
- Enterprise Support: support@mixus.com
📞 Phone Support
Enterprise Customers- Dedicated phone support line
- 24/7 availability for critical issues
- Direct access to senior support engineers
- Escalation to product engineering team
- Schedule support calls at convenient times
- Technical deep-dives and consultation
- Training and onboarding assistance
- Custom implementation support
Self-Service Resources
📚 Documentation
Comprehensive Guides- Getting started tutorials and walkthroughs
- Feature documentation with examples
- Best practices and optimization tips
- Troubleshooting guides and FAQs
- Step-by-step video tutorials
- Feature demonstrations and use cases
- Webinar recordings and training sessions
- Quick tips and productivity hacks
🔍 Knowledge Base
Searchable Articles- Detailed answers to common questions
- Step-by-step solution guides
- Error code explanations and fixes
- Feature comparisons and recommendations
- Getting Started
- Account Management
- Billing and Subscriptions
- Technical Issues
- Security and Privacy
- Integrations and APIs
❓ FAQ Section
Most Common Questions- Account setup and configuration
- Billing and subscription management
- Feature availability and limitations
- Integration and API usage
- Security and compliance questions
Support Response Times
⏱️ Response Time SLAs
Business Plan Customers- Critical Issues: 2 hours
- High Priority: 8 hours
- Medium Priority: 24 hours
- Low Priority: 48 hours
- Critical Issues: 1 hour
- High Priority: 4 hours
- Medium Priority: 8 hours
- Low Priority: 24 hours
🎯 Issue Priority Levels
Critical (P1)- Service completely unavailable
- Data loss or security incidents
- Payment processing failures
- Enterprise system outages
- Major feature not working
- Performance significantly degraded
- Unable to complete core workflows
- Billing or account access issues
- Minor feature issues or bugs
- Questions about feature usage
- Non-urgent configuration help
- Documentation requests
- General questions and guidance
- Feature requests and feedback
- Training and best practices
- Non-urgent account updates
Community Support
👥 User Community
Community Forum- User-to-user help and discussions
- Feature requests and voting
- Tips, tricks, and best practices sharing
- Success stories and use case examples
- mixus power users and experts
- Community moderators and helpers
- Verified solutions and answers
- Recognition and achievement programs
📢 Community Events
Regular Webinars- Feature announcements and demos
- Training sessions and workshops
- Q&A with product experts
- Customer success stories
- Local and virtual user group meetups
- Industry-specific communities
- Special interest groups and forums
- Networking and collaboration opportunities
Status and Incident Communication
🚨 Status Page
Real-Time Status Updates- Current system status and uptime
- Ongoing incident reports and updates
- Scheduled maintenance notifications
- Historical uptime and performance data
- Email notifications for incidents
- SMS alerts for critical issues
- Slack and webhook integrations
- RSS feeds for status updates
📊 Performance Monitoring
Service Metrics- Response time monitoring
- Availability and uptime tracking
- Feature-specific performance data
- Regional performance variations
- Monthly uptime and performance reports
- Incident post-mortems and learnings
- Service improvement initiatives
- Customer impact assessments
Training and Education
🎓 Training Programs
Live Training Sessions- New user onboarding and orientation
- Advanced feature training workshops
- Best practices and optimization sessions
- Custom training for enterprise customers
- Interactive tutorials and walkthroughs
- Certification programs and assessments
- Learning paths for different roles
- Progress tracking and achievements
📖 Educational Resources
Best Practice Guides- Industry-specific use case guides
- Workflow optimization recommendations
- Security and compliance best practices
- Integration and automation patterns
- Customer success stories and outcomes
- Implementation guides and lessons learned
- ROI measurement and analysis
- Before and after comparisons
Enterprise Support
🏢 Dedicated Support
Customer Success Manager- Dedicated point of contact for enterprise customers
- Proactive account monitoring and optimization
- Regular check-ins and business reviews
- Strategic planning and roadmap discussions
- Deep technical expertise and guidance
- Custom integration support and development
- Performance optimization and troubleshooting
- Direct escalation to engineering teams
🔧 Professional Services
Implementation Support- Dedicated implementation specialists
- Custom onboarding and migration assistance
- Integration planning and execution
- Change management and adoption support
- Regular performance reviews and optimization
- Custom workflow development and automation
- Training and knowledge transfer
- Best practice development and documentation
Feedback and Improvement
💡 Feature Requests
Request Process- Submit requests through support channels
- Community voting and prioritization
- Regular review and roadmap planning
- Feedback on implementation and delivery
- Status updates on submitted requests
- Estimated timelines and delivery dates
- Beta testing and early access opportunities
- Implementation feedback and refinement
📝 Support Feedback
Quality Assurance- Regular support interaction surveys
- Feedback on resolution quality and speed
- Support team performance monitoring
- Continuous improvement initiatives
- Regular review of support processes
- Customer feedback integration and action
- Support team training and development
- Technology and tool improvements
Troubleshooting Resources
🔧 Self-Service Tools
Diagnostic Tools- Automated system health checks
- Connection and integration testing
- Performance analysis and optimization
- Error log analysis and interpretation
- Common issue resolution guides
- Step-by-step troubleshooting workflows
- Video tutorials for complex procedures
- Automated fixes and healing tools
🚨 Emergency Support
Critical Issue Escalation- Immediate escalation procedures for critical issues
- Direct access to senior engineers and specialists
- Emergency contact information and procedures
- Rapid response and resolution protocols
Contact Information
📞 Direct Support Contacts
General Support- Email: support@mixus.com
- Live Chat: Available 24/7 in the application
- Response Time: Within 4 hours (business days)
- Technical: support@mixus.com
- Billing: support@mixus.com
- Security: support@mixus.com
- Enterprise: support@mixus.com
- Enterprise customers: Dedicated emergency hotline
- Critical system issues: Priority escalation process
- Security incidents: Immediate response protocols
🌐 Online Resources
Documentation Portal- Complete feature documentation and guides
- Video tutorials and training resources
- API documentation and developer resources
- Community forums and discussions
- System status page: status.mixus.ai
- Service announcements and updates
- Maintenance schedules and notifications
- Performance metrics and uptime data
Related Information
- Getting Started - New user guides and tutorials
- Troubleshooting - Common issues and solutions
- FAQ - Frequently asked questions
- Enterprise Support - Enhanced support options
We’re here to help you succeed with mixus. Don’t hesitate to reach out through any of our support channels - we’re committed to providing fast, helpful, and friendly assistance whenever you need it.