Product Support Pricing
MindTouch Deki Wiki Enterprise Support Subscriptions
An Enterprise Support subscription is indispensible when MindTouch Deki Wiki is used in a production or mission critical environment. With an Enterprise Support subscription, customers gain timely access to MindTouch's qualified support staff to answer administrative questions and troubleshoot installations for a full year. MindTouch offers support subscriptions tailored to suit the needs and budget of most technical environments, use cases and organizations.
For companies that require customization and automation assistance, the MindTouch Development Support subscription provides direct access to the engineering team behind Deki Wiki. Development Support1 must be purchased in addition to a gold or platinum Enterprise Support subscription.
| | MindTouch Enterprise Silver | | MindTouch Enterprise Gold | MindTouch Enterprise Platinum |  | MindTouch Development Support1 |
| | $2,495 /Server/Year | $4,995 /Server/Year | $9,995 /Server/Year | $7,495 /Person/Year | ||
| buy now | buy now | buy now | buy now | |||
| Support Type | | |||||
| System administration - server installation, configuration, updates and backup |  | |  | | ||
| System administration with | | | | |||
| Software engineer - situational application develpment, customization, automation, integration and extensions | | | | | ||
| Support Coverage | | |||||
| MindTouch pre-installed and configured VMware Certified deployments2 | | | | | | |
| Server installation | | | | | ||
| Server configuration | | | | | ||
| Software updates and security patches | | | | | ||
| Emergency bug escalation | | | | | ||
| Problem Resolution | | |||||
| Email access | | | | | | |
| Real-time chat access | | | | | ||
| Phone access | | | | | ||
| Number of support tickets3 | Unlimited | Unlimited | Unlimited | Unlimited | ||
| Hours of support | 8 x 5 | 8 x 5 | 8 x 54 | 8 x 54 | ||
| Max. initial response time | 2 business days | 1 business day | 4 hours (business day) | 4 hours (business day) | ||
| Consultative Support | | |||||
| "Go Live" MindTouch Certification: Server configuration check - performance and security tuning | | | | | | |
| Support with user interface customization, integration, and platform development | | | | | ||
| Remote white board sessions | | | | | ||
| DekiScript code reviews | | | | | ||
| Extension code reviews | | | | | ||
| Platform automation code reviews | | | | | ||
| DekiScript, Extensions, and API code samples | | | | | ||
| | $2,495 /Server/Year | $4,995 /Server/Year | $9,995 /Server/Year | $7,495 /Person/Year | ||
| | buy now | buy now | buy now | buy now | ||
- Each Development Support subscription entitles one subscriber to contact an individually assigned MindTouch software engineer or situational application engineer for a full year. The Development Support subscription can be transferred between individuals within your company due to transfer of tasks or change of employee. Development Support does not include administrative technical support, which is covered by the Enterprise Support subscriptions. Enterprise Gold + Development provides DekiScript support. Enterprise Platinum + Development provides support for custom development, skinning, and integration.
- The Silver support subscription provides software updates, security patches, partial installation, and configuration support for Deki Wiki deployments that use the MindTouch pre-installed and pre-configured VMware certified software appliance. Installations from source code are not included. Purchase a MindTouch Enterprise Gold Support subscription for complete installation, configuration, and software update support.
- Support tickets must be submitted by subscribers' site administrators.
- Support hours extend 8:30 AM to 5:00 PM Pacific Time (U.S.A), Monday through Friday with the exception of major holidays. Platinum and Development subscribers will have access off hours as is determined on a case by case basis. Special concessions for meeting times and support hours are made for Platinum and Development subscribers located outside the continental USA.
Do you have an immediate question?
MindTouch can help. Email us using the form below and a MindTouch representative will contact you promptly. Alternatively, you may call 866-MindTouch (646-3868) for immediate assistance.
Become a MindTouch Patron
If you enjoy using Deki Wiki, but you do not require an Enterprise Support subscription, consider becoming a MindTouch Patron.
As a MindTouch Patron, you will receive all the community support tools you have access to as a non-support subscriber, but you'll also receive two e-mail support tickets (2 business day response time), your name or company name and logo on the MindTouch Patrons page, and special attention from MindTouch.