Support & Help Center

Get the help you need to succeed with Appmint. Our comprehensive support system is designed to provide timely, effective assistance whether you're just getting started or scaling to enterprise level.

Quick Help

Most Common Questions

Getting Started:

Billing & Pricing:

Technical Issues:

Support Channels

🎫 Support Tickets

Best for: Technical issues, account problems, billing questions

Create a support ticket through your dashboard for personalized assistance. All tickets are tracked and include priority based on your plan level.

Response Times:

Starter Plan: 48 hours
Professional Plan: 24 hours
Business Plan: 12 hours
Enterprise Plan: 4 hours (business hours), 2 hours (critical issues)

Create Support Ticket →

💬 Live Chat

Best for: Quick questions, general guidance, pre-sales inquiries

Available: Monday - Friday, 9 AM - 6 PM EST Response Time: Typically under 5 minutes during business hours

Access live chat:

Through your dashboard (logged-in users)
On our website (visitors and prospects)
Mobile app support section

📧 Email Support

General Support: support@appmint.io Billing Questions: billing@appmint.io
Security Issues: security@appmint.io Partnership Inquiries: partners@appmint.io

Response Times:

General inquiries: 24-48 hours
Billing issues: 24 hours
Security issues: 2-6 hours
Critical issues: 1-4 hours

📞 Phone Support

Available for Business and Enterprise plans

Business Hours: Monday - Friday, 9 AM - 8 PM EST Emergency Line: 24/7 for Enterprise customers

US/Canada: +1 (555) 123-4567
UK: +44 20 1234 5678
Australia: +61 2 1234 5678

Self-Service Resources

📚 Knowledge Base

Comprehensive documentation covering all aspects of the Appmint platform.

Popular Articles:

Platform Overview - Understanding Appmint architecture
API Reference - Complete API documentation
Integration Guides - Third-party service connections
Troubleshooting Guide - Common issues and solutions
Best Practices - Optimization and security tips

Browse Knowledge Base →

🎥 Video Tutorials

Learn through hands-on video content covering everything from basics to advanced topics.

Getting Started Series:

Setting up your first project (5 min)
Building your first application (15 min)
Deploying to production (10 min)
Managing users and authentication (12 min)

Advanced Topics:

Database optimization strategies (20 min)
Building real-time applications (18 min)
Implementing complex workflows (25 min)
Security hardening and compliance (15 min)

Watch Video Tutorials →

🤖 AI Assistant

Get instant answers to your questions with our AI-powered support assistant.

Available 24/7:

Instant responses to common questions
Code examples and snippets
Troubleshooting guidance
Documentation search

Access AI Assistant:

Dashboard chat widget
Slack integration (@appmint-ai)
API endpoint for custom integrations

Community Support

💻 Developer Community

Connect with other developers, share knowledge, and get peer-to-peer support.

Community Forum:

Technical Discussions - Architecture, best practices, troubleshooting
Feature Requests - Suggest and vote on new features
Show and Tell - Share your projects and success stories
Job Board - Find talent or opportunities

Join Community Forum →

💬 Discord Server

Real-time chat with the community and Appmint team members.

Channels:

#general - General platform discussion
#help - Get help from community members
#showcase - Share your projects
#feedback - Product feedback and suggestions
#announcements - Product updates and news

Join Discord Server →

🐦 Social Media

Twitter: @Appmint - Updates and tips
LinkedIn: Appmint - Business updates
YouTube: Appmint - Tutorials and webinars
GitHub: appmint - Open source projects

Enterprise Support

🏢 Dedicated Support

Enterprise customers receive premium support with dedicated resources.

Includes:

Dedicated Customer Success Manager - Single point of contact
24/7 Phone Support - Emergency hotline with 2-hour SLA
Priority Email Support - 4-hour response time guarantee
Quarterly Business Reviews - Strategic planning sessions
Custom Training Programs - Tailored to your team's needs

🛠️ Professional Services

Get expert help with implementation, migration, and optimization.

Services Available:

Implementation Services - End-to-end project setup
Migration Assistance - Move from legacy systems
Performance Optimization - Architecture review and tuning
Custom Development - Bespoke features and integrations
Training & Workshops - Team education programs

Engagement Options:

Fixed-scope Projects - Defined deliverables and timeline
Retained Hours - Ongoing support on an hourly basis
Staff Augmentation - Temporary team member placement

Contact Professional Services →

🎓 Training & Certification

Comprehensive training programs for your team.

Training Formats:

Online Self-Paced - Learn at your own speed
Live Virtual Sessions - Interactive group training
On-site Workshops - Custom training at your location
Certification Programs - Validate expertise

Topics Covered:

Platform fundamentals
Advanced development techniques
Security and compliance
Performance optimization
Team collaboration workflows

Support Resources by Plan

Starter Plan (Free)

Included:

✅ Community forum access
✅ Documentation and knowledge base
✅ Video tutorials
✅ Email support (48-hour response)
✅ AI assistant

Not Included:

❌ Live chat support
❌ Phone support
❌ Priority support
❌ Dedicated support team

Professional Plan ($99/month)

Everything in Starter, plus:

✅ Live chat support (business hours)
✅ Email support (24-hour response)
✅ Priority community forum
✅ Advanced troubleshooting guides
✅ Integration support

Business Plan ($299/month)

Everything in Professional, plus:

✅ Phone support (business hours)
✅ Email support (12-hour response)
✅ Screen sharing support sessions
✅ Custom integration assistance
✅ Performance optimization guidance

Enterprise Plan (Custom)

Everything in Business, plus:

✅ 24/7 phone support
✅ Dedicated customer success manager
✅ 4-hour email response SLA
✅ Professional services included
✅ Custom training programs
✅ Architecture reviews
✅ Priority feature requests

Emergency Support

🚨 Critical Issues

For production outages and security incidents affecting Enterprise customers.

Emergency Hotline: +1 (555) 911-HELP Available: 24/7 for Enterprise customers Response Time: 30 minutes

Qualifies as Critical:

Production application completely down
Security breach or suspected breach
Data loss or corruption
Payment processing failures

📊 Status Page

Monitor platform status and subscribe to updates.

Real-time Status:

API availability and response times
Database performance metrics
File storage and CDN status
Authentication service health

Check Platform Status →

Incident Communication:

Real-time status updates
Email notifications for incidents
SMS alerts for critical issues (Enterprise)
Postmortem reports for major incidents

Support Best Practices

📝 How to Get the Best Support

When Creating Support Requests:

Provide Clear Details
- Describe what you were trying to do
- Explain what happened vs. what you expected
- Include relevant error messages
- Specify your plan level
Include Technical Information
- Browser/device information
- Operating system details
- Application/project ID
- Timestamp when issue occurred
Share Relevant Code/Configuration
- Code snippets (remove sensitive data)
- Configuration files
- API request/response examples
- Screenshots or screen recordings
Specify Urgency Level
- Critical: Production down, security issue
- High: Major functionality broken
- Medium: Feature not working as expected
- Low: General questions, feature requests

🔍 Before Contacting Support

Check Status Page - Verify there are no ongoing incidents
Search Knowledge Base - Your question may already be answered
Review Documentation - Ensure you're following best practices
Try Community Forum - Get quick help from peers
Use AI Assistant - Get instant answers to common questions

Support Escalation

📈 How Issues Are Escalated

Level 1 Support (Initial Response)

General questions and common issues
Documentation and guidance
Basic troubleshooting

Level 2 Support (Technical Specialists)

Complex technical issues
Integration problems
Performance troubleshooting

Level 3 Support (Engineering Team)

Product bugs and defects
Advanced technical issues
Feature requests

Executive Escalation

Major business impact issues
Unresolved critical problems
Strategic account concerns

🎯 When to Escalate

Request escalation if:

Issue is unresolved after 48 hours (72 hours for Starter plan)
Response doesn't address your specific problem
Issue has significant business impact
You need specialized expertise

Feedback & Improvement

📊 Support Quality

We continuously monitor and improve our support quality through:

Response Time Tracking - Meeting SLA commitments
Resolution Rate Monitoring - First contact resolution goals
Customer Satisfaction Surveys - Post-interaction feedback
Support Team Training - Ongoing education programs

💡 How to Provide Feedback

Support Experience Feedback:

Rate your support interaction (1-5 stars)
Provide specific comments on what went well
Suggest improvements for better service
Submit feedback through post-support surveys

Product Feedback:

Use in-app feedback widget
Submit feature requests on community forum
Participate in user research sessions
Join beta testing programs

Submit Feedback →

International Support

🌍 Global Coverage

Primary Support Languages:

English (24/7)
Spanish (Business hours, US ET)
French (Business hours, CET)
German (Business hours, CET)

Localized Resources:

Documentation translations
Video tutorials with subtitles
Community forums in multiple languages
Regional phone numbers for Enterprise

Time Zone Coverage:

Americas: 6 AM - 10 PM EST
Europe/Africa: 8 AM - 8 PM CET
Asia/Pacific: 9 AM - 6 PM JST
24/7 Coverage: Enterprise critical issues

Support Metrics & SLAs

📊 Current Performance

Response Times (Last 30 Days):

Live Chat: 3.2 minutes average
Email (Professional): 18.5 hours average
Email (Enterprise): 2.8 hours average
Phone Support: 45 seconds average hold

Resolution Rates:

First Contact Resolution: 78%
24-Hour Resolution: 92%
Customer Satisfaction: 4.7/5.0

Availability:

Support Team: 99.8% during business hours
Platform Uptime: 99.97%
Knowledge Base: 99.99%

📋 Service Level Agreements

Response Time SLAs by Plan:

Plan	Email	Live Chat	Phone	Critical Issues
Starter	48 hours	N/A	N/A	N/A
Professional	24 hours	5 minutes	N/A	N/A
Business	12 hours	2 minutes	2 minutes	4 hours
Enterprise	4 hours	1 minute	30 seconds	30 minutes

Contact Information

📞 Direct Lines

General Support

Phone: +1 (555) 123-HELP
Email: support@appmint.io
Hours: Mon-Fri, 9 AM - 6 PM EST

Billing Support

Phone: +1 (555) 123-BILL
Email: billing@appmint.io
Hours: Mon-Fri, 9 AM - 7 PM EST

Enterprise Support

Phone: +1 (555) 123-ENTER
Email: enterprise@appmint.io
Hours: 24/7 for critical issues

Security Issues

Phone: +1 (555) 911-SECURE
Email: security@appmint.io
Hours: 24/7 emergency response

🏢 Office Locations

Headquarters Appmint, Inc. 123 Tech Street, Suite 500 San Francisco, CA 94105 United States

European Office Appmint Europe Ltd. 45 Innovation Lane London EC1A 1AA United Kingdom

Asia-Pacific Office Appmint Asia Pte Ltd. 100 Tech Hub Drive Singapore 138675

We're here to help you succeed with Appmint. Don't hesitate to reach out whenever you need assistance!

Need immediate help? Start Live Chat → or call +1 (555) 123-HELP