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MATTERMOST | SUPPORT


LET’S PUT OUR HEADS TOGETHER

Need a customized rollout plan? Have a few questions about integrations? For the
big stuff, the small stuff, and everything in between — we are here to help.


MATTERMOST SUPPORT 

Mattermost offers a variety of support options for customers and community
members alike. Please see the links to the right for quick access to resources.

We invite open source contributors to join the Mattermost Community
collaboration server at community.mattermost.com to connect with our community
of over 12,000 developers, contributors, and Mattermost staff. We have many
channels to connect you with your peers to assist you with everything from
getting set up to contributing to the code base. Learn more on our community
page.

Community support for Mattermost Free is available on the peer-to-peer forums.
Organizations using Mattermost Free to evaluate a future purchase of Mattermost
Enterprise can contact sales to apply for early access to commercial support as
part of the evaluation process.

Paid subscription plans include support from the Mattermost customer success
team, as well as several optional support packages.

 * Mattermost Professional includes business hours support (9am to 5pm local
   time as it relates to the requester’s location) with next business day
   response time via email and the Mattermost online ticketing system.
 * Mattermost Enterprise includes 24×7 support via email and online tickets with
   a four hour response target.


WHAT’S INCLUDED:

 * Communication with IT administrators deploying and managing Mattermost
 * Installation and upgrade assistance
 * Configuration and implementation guidance
 * Identifying, creating, and tracking appropriate bug reports


OPTIONAL SUPPORT UPGRADES

Customers on Enterprise plans with over 1,000 users can upgrade to Premier
Support and receive mission critical response times of one hour for Level 1 and
two hours for Level 2 severity issues. Premier support also includes the
following additional services:

 * Direct access to senior support engineers – Premier Support tickets receive
   responses from senior support engineers with advanced technical and customer
   service 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 detailed environment information available for
   your deployment before your first ticket is filed, reducing overall
   resolution times, questions, and delays for any follow-on issues.
 * 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 (for example, test and staging environments).

Please review our support terms for more details.


GET HELP NOW

 * Mattermost Documentation
 * Peer-to-peer Forum
 * Mattermost Community Server
 * GitHub, StackOverflow, Qiita
 * Submit Support Ticket
 * Contact Us


NEED A SUPPORT PLAN?

Send us a message or set up time to talk.

Contact Sales
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