Mendix Support

What You Can Expect from Mendix Support

Mendix Support strives to answer your questions and solve your problems whenever possible. We may not have every answer, but we will do our best to guide you in the right direction, while trying to make your journey as frictionless as possible.

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: Standard or Premium. The SLA level determines the specific agreement in the following areas:

• Support availability
• Platform availability
• Maintenance
• Incident response time
• Incident resolution time
• Recovery time objective (RTO)
• Recovery point objective (RPO)

You can check the Mendix SLA here.

Extended Support

Extended Support may be offered in cases where the support of a major Mendix version is discontinued in line with its end of Support date. Extended Support incurs an additional cost and covers support within one year following the GA release of the latest Mendix major version.

There are 6-month and 12-month packages available for Extended Support.

For example, support for Mendix 8 will end upon the release of Mendix 11 GA. However, if you have purchased Extended Support, version 8 will be supported for either six months or one year from the release date of Mendix 11 GA.

Please contact your Customer Success Manager or Mendix Support if you want to know more.

Finding Your Answers

We expect that many questions and issues can be solved by reading the Mendix Documentation and by exploring the Mendix Community. If you cannot 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 Pro, your applications, and the Mendix Portal. We will forward the issue to the second- and third-line if necessary.

Mendix Academy

Mendix Academy issues can also be raised with Mendix Support. This covers all aspects of Mendix Academy, for example technical issues or queries related to certifications.

Feature Requests

We would like to invite you to an important channel where you can provide feature requests to Mendix: the Mendix Community. 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, see Mendix Community.

Accessing Mendix Support

You can access the Mendix Support team through the Mendix Support Portal, via email (support@mendix.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.

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 standard SLA does not include the following:

• 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 Marketplace

For more information, see Support for Different Deployment Strategies.

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.

Mendix Admins

To manage your company account and the users, projects, and licensed cloud nodes of your company, you can appoint Mendix Admins.

Please read more about this in Control Center.

Technical Contacts

You need to appoint a Technical Contact for each of your applications running in Mendix Cloud or Mendix Cloud Dedicated. The Technical Contact checks the performance of the applications in the Mendix Portal and receives alerts from the Mendix 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.

Training

We expect your support team to be trained and certified on Studio Pro and the Mendix Portal so that they can interpret and analyze alerts, graphs, and logs in the Mendix Portal. For more information, please check our available classroom courses and expert webinars.

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.

Reach Out to Mendix Support

Reporting Issues

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 guidance on how to resolve the issues yourself or direct 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 additional file storage), we may refer you directly to your Customer Success Manager.

Large-Scale Testing

You may want to perform testing on your app, which could impact cloud operations. This might include the following:

• Load test
• Performance test
• Penetration (PEN) test

Your SLA contains the following clause:

Without first obtaining the prior written consent of Mendix, Customer may not intentionally perform any actions, such as load tests, performance tests, or similar tests that might interfere with or disrupt the integrity or performance of the App Platform or Cloud Services.

If you are planning this sort of testing, you must raise a ticket with Mendix Support and include as much information as possible, including:

• type of test
• IP addresses
• environment IDs
• exact timings
• contact details of parties directly involved – including any third parties who are assisting

Please provide this information as early as possible, at least two weeks in advance of the test date. Mendix may refuse permission to conduct certain types of tests if they violate local laws or pose an excessive risk to the Mendix infrastructure or other customers.

If you want to perform penetration tests, your Customer Success Manager (CSM) can provide you with an indemnification agreement. This should be signed by all parties, confirming the information above, and agreeing that your tests are legal and do not impact other customers. If you don't know who your CSM is, Mendix Support can provide you with their contact details.

If Mendix is not aware of your tests, you may find that they are interrupted if they cause unexpected alerts to be generated for our Cloud Operations or Security teams. You may also be breaking your agreement with Mendix.

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, Mendix recommends upgrading your apps 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.

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