1 What You Can Expect from Mendix Support
Mendix Support is here to answer any questions and solve any issues that you might have. We try to make your journey as frictionless as possible.
1.1 Service Level Agreements
We are available for all users of the Mendix Platform, and we are bound by service-level agreements (SLAs) with our licensed customers. Licensed customers can select their SLA level: Gold or Platinum. The SLA level determines the specific agreement in the following areas:
- Support availability
- Platform availability
- Incident response time
- Incident resolution time
- Recovery time objective (RTO)
- Recovery point objective (RPO)
The SLA for your company is available upon request. Please contact Mendix Support or your Customer Success Manager if you want to check the details.
1.2 Premier Support
In addition to our Platinum SLA, Mendix offers Premier Support, with elevated support levels, specifically for customers with business critical apps. The Premier Support package contains the following for customers on the Mendix Public or Dedicated Cloud:
- 24⁄7 support availability for critical and high tickets
- 24⁄5 support availability for medium and low tickets
- Direct access to a senior designated team (Support and R&D)
- Escalation hotline for Production down issues
- Proactive app monitoring on critical issues
- Quarterly ticket review meetings with the senior designated team
Please contact Mendix Support or your Customer Success Manager if you want to know more.
2 Finding Your Answers
We expect that many questions and issues can be solved by reading the Mendix documentation and by exploring the forum. If you can’t find the answer to your question in one of these locations, you can submit a question, incident, or change request to Mendix Support. We will act as the focal point for issues on Mendix Studio and Studio Pro, your applications, and the Developer Portal. We will forward the issue to the second- and third-line if necessary.
3 Feature Requests
We would like to invite you to an important channel where you can provide feature requests to Mendix: the Mendix Idea Forum. Any customer can post a feature request that can be reviewed, expanded on, and voted on by other members of the Mendix Community. Based on this feedback, every quarter we will determine which features have the most value according to our customers, and we will implement them. For more details about the idea forum, see Mendix Forum.
4 Accessing Mendix Support
You can access the Mendix Support team through the Mendix Support Portal, via email (email@example.com), or by phone (phone numbers are listed in the Support Portal). Please note that critical tickets always need to be accompanied by a phone call to speed up the triage of the issue. In the Support Portal, you can check the status of your personal tickets, check all the submitted tickets for your applications, and provide updates on them.
5 What We Expect from You
Mendix supports the Mendix Platform, and we expect you to support the applications that you build on the platform. The following points are not supported through the standard SLA:
- Developing code on your behalf
- Debugging or troubleshooting your applications
- Analyzing and troubleshooting the health and performance of your applications or your infrastructure, except when we suspect an underlying issue exists in the Mendix Platform
- Troubleshooting Mendix Community-developed components from the Mendix App Store
See Support for Different Deployment Strategies, below, for more information.
During the start phase, and through part of the scale phase, of your digital transformation journey, it might be best to let your development team (DevOps) handle the support of the applications. As the number of applications grows, it is best to let an expert service desk handle the support of your applications. You can involve your existing service desk team or outsource support to one of our support partners, which you can find listed on the Meet Our Partners page.
5.1 Company Admins
To manage your company account, and the users, projects, and licensed cloud nodes of your company, you can appoint company admins in the Developer Portal. Please read more about this in Company Admin Settings.
5.2 Technical Contacts
You need to appoint a technical contact for each of your applications running in the Mendix Public Cloud and Cloud Dedicated. The technical contact checks the performance of the applications in the Developer Portal and receives alerts from the Mendix Developer Portal based on errors and warnings in the application. It is possible to have other team members receive these alerts as well. Reading these alerts carefully and acting upon them is important, as they can affect the performance of your app. For more information on alerts, see Alerts.
We expect your support team to be trained and certified on Studio Pro and the Developer Portal so that they can interpret and analyze alerts, graphs, and logs in the Developer Portal. For more information, please check our available classroom courses and expert webinars or contact the Mendix Academy (firstname.lastname@example.org).
6 Platform Status
If there is an issue with the Mendix platform that affects multiple customers, or if there is planned maintenance, we will communicate this through our status page and send updates on the progress through email if you have subscribed to this service. It is recommended that your service desk team subscribes to updates from this page.
7 Reach Out to Mendix Support
If, after your analysis, you suspect there is an issue with the Mendix Platform (or if you have questions about your analysis), you can reach out to Mendix Support. We will provide pointers on how to solve the issues yourself or redirect you to Expert Services for further assistance. If we suspect a platform issue, we will involve second- and third-line support for confirmation and, if it is a platform issue, we will fix it. If the issue is commercial (for example, because your app requires a larger app container or more file storage), we may refer you to your Customer Success Manager directly.
8 Product Support Period
Mendix supports the current major release and the two prior major releases (and we support each major release for a minimum of 24 months). Because of this, we recommend that you upgrade your projects to the latest version of Studio Pro at least once a year. We will reach out to you in time if you are running on a version that will become unsupported so that you have ample time to perform an upgrade.
9 Support for Different Deployment Strategies
With our Multi-Cloud strategy, Mendix allows the apps that you build to be deployed in any Cloud. This can be in the Mendix Public Cloud, Mendix Dedicated Cloud, Mendix Private Cloud, SAP Cloud Platform, or in other on-premises and Cloud architectures.
The full stack is depicted in the table below. This indicates which components are Mendix supported, or supported by a Mendix Partner or 3rd party. If no support is indicated, then you will need to arrange support of this component yourself. Each of the components is described in more detail in Components of the Mendix Stack, below.
Stack (see below for more information)
|Public Cloud||Cloud Dedicated||Private Cloud - Connected||Private Cloud - Standalone||SAP Cloud Platform||Cloud Foundry/ Docker & Kubernetes||Traditional|
|Platform Supported App Store content||Mendix||Mendix||Mendix||Mendix||Mendix||Mendix||Mendix|
|Community Supported App Store content|
|Logs/ Metrics||Mendix||Mendix||Mendix Partner¹|
|Container Platform/ OS/ Java/ Web Server||Mendix||Mendix||Mendix Partner¹|
|Database/ File Storage/ Network||Mendix||Mendix||Mendix Partner¹|
¹Support will go through SAP Support
In the diagrams below, the following colors are used:
9.1 Mendix Public and Dedicated Cloud
The Mendix Public and Dedicated Clouds are an integrated part of the Mendix Platform and are therefore fully supported as described in the SLA. Mendix Support has access to app health, logs, graphs and monitoring.
9.2 Mendix for Private Cloud
Mendix for Private Cloud is based on the Kubernetes-Native Operator Framework. You can check the supported Kubernetes platforms in our Private Cloud documentation. Check our System Requirements for other supported components like database and storage. The Mendix Gateway Agent and Mendix Operator are supported by Mendix. Mendix Support does not have access to app health, logs, graphs and monitoring. If you run into issues or want to ask a question on these supported components, please always provide relevant logs, data, and your own analysis that explains why you suspect the issue is caused by one of our supported components.
9.3 SAP Cloud Platform
Mendix provides an integration with the SAP Cloud Foundry environment of SAP Cloud Platform. Mendix applications are built to run on SAP Cloud Platform using the Mendix Cloud Foundry buildpack. Please check out the supported components in SAP Cloud Platform. Mendix Support does not have access to app health, logs, graphs and monitoring. If you run into issues or want to ask a question on these supported components, please always provide relevant logs, data, and your own analysis that explains why you suspect the issue is caused by one of our supported components
9.4 Cloud Foundry / Docker & Kubernetes / traditional architectures
Mendix is compatible with all the well-known cloud providers: IBM Cloud, Microsoft Azure, Amazon Web Services (AWS), Red Hat OpenShift, and Google Cloud Platform. Depending on the Cloud architecture a Mendix application is built using the Mendix Cloud Foundry buildpack, the Mendix Docker Buildpack or to a Unix-like or Windows server. Check our System Requirements for the supported components of any Cloud Foundry / Docker & Kubernetes / traditional architecture.
Mendix Support does not have access to app health, logs, graphs and monitoring. If you run into issues or want to ask a question on these supported components, please always provide relevant logs, data and your own analysis that explains why you suspect the issue is caused by one of our supported components.
10 Components of the Mendix Stack
These are the components of the Mendix stack described in the section above. Please read an extensive description of the Mendix architecture in the Evaluation Guide.
10.1 Database, File Storage, & Network
The database component includes the database service and the creating, storing, downloading, uploading, and restoring of backups. The file storage component refers to the file storage service and the creating, storing, downloading, uploading, and restoring of backups. The network component consists of the connection between the front-facing web server and the application, between the application and an external end point.
Only when running on the Mendix Public Cloud or Cloud Dedicated, can Mendix Support diagnose these components.
The infrastructure component includes all web servers, runtime servers, and database servers, with their Operating Systems and configuration.
Only when running on the Mendix Public Cloud or Cloud Dedicated, can Mendix Support diagnose this component.
10.3 Container Runtime Platform
The container runtime platform refers to the platform for managing, creating, destroying and scaling of runtime containers. In the Mendix Public Cloud and Cloud Dedicated Cloud Foundry is used.
Only when running on the Mendix Public Cloud or Cloud Dedicated, can Mendix Support diagnose this component. When running on SAP Cloud Platform or IBM Cloud, the selected third party can diagnose this component.
10.4 Buildpack, m2ee and Service Console
The Mendix buildpacks for Cloud Foundry and Docker are available in GitHub repositories. The documentation for the buildpacks and m2ee tools is contained within these GitHub repositories and, because they are released under an Open Source license, the code can be inspected and the functionality and options can be understood by customers who wish to use these buildpacks.
Only when running on the Mendix Public Cloud or Cloud Dedicated, can Mendix Support diagnose these components. Because Mendix has no control over the context in which the buildpack or m2ee tools are run outside of the Mendix Public Cloud and Cloud Dedicated, you will have to demonstrate that the bug is in the supported component by showing the behavior independently from the context in which you are using it.
If you want additional features or some other change in a buildpack or m2ee tools, you can make a Pull Request , create an Issue in the GitHub repository, or contact Mendix Support.
If you wan to run Mendix apps on Windows server you will need the Windows Service. The release notes and installation manual can be found in the Windows Service release notes. Read more about installing on systems running Windows operating systems in Microsoft Windows.
If you want additional features or some other change in the Windows Service, you can contact Mendix Support.
10.5 Application Operation
The application operation component is used for stopping and starting environments and configuring constants, scheduled events, and runtime settings.
Only when running on the Mendix Public Cloud, Cloud Dedicated, Private Cloud Connected or SAP Cloud Platform through the Developer Portal, can Mendix Support diagnose this components.
10.6 Logs & Metrics
The logs component takes care of viewing and downloading application log files. The metrics component refers to viewing application metrics.
Only when running on the Mendix Public Cloud or Cloud Dedicated, can Mendix Support diagnose these components.
10.7 Deployment Pipeline
The deployment pipeline takes care of creating and deploying deployment packages Please read all about the Deployment options in Deployment.
Only when running on the Mendix Public Cloud, Cloud Dedicated, Private Cloud Connected or SAP Cloud Platform through the Developer Portal, can Mendix Support diagnose this component.
The runtime component includes the Mendix Runtime, and all of its supported features. Please read all about the Mendix Runtime in Mendix Runtime.
Mendix Support needs application logs to diagnose this component. Because Mendix has no control over the context in which the runtime is run, outside of the Mendix Public Cloud and Cloud Dedicated, you will have to demonstrate that the bug is in the supported component by showing the behavior independently from the context in which you are using it.
10.9 App Store Components
Platform-supported App Store content refers to all App Store content marked as platform-supported in the Mendix App Store. Community-supported App Store content includes all App Store content not marked as platform-supported in the Mendix App Store
Read more about the levels of Support for App Store components in App Store Content Support.
Mendix Support needs application logs to diagnose these component. Because Mendix has no control over the context in which the App Store content is run outside of the Mendix Public Cloud and Cloud Dedicated, you will have to demonstrate that the bug is in the supported component by showing the behavior independently from the context in which you are using it.
This includes the implementation and configuration of features, and the data and files in the Mendix app itself. These components are not accessible for Mendix Support and issues in the application are out of the scope of Mendix Support, although we will gladly assist in case of questions.
11 Main Documents in this Category
- Prepare Your App Project for Support – shows you how to configure project authorization to select the affected app(s) in the Mendix Support Portal
- Submit a Support Request – presents the details necessary for Mendix Support to process your request
- Make a New App Node Request – describes how to deploy a new licensed node in the Mendix Cloud or on-premises/virtual private cloud
- Support Ticket Priority – describes how priority levels are determined for Mendix Support
- Support Escalation Process – describes how a support request can be escalated to bring your issue to closure