Response Times

Response Times

Mixpanel Support Engineers are always ready to lend their product expertise and share tips to help you get the most out of your Mixpanel experience. This article will cover:

  1. Contacting Mixpanel Support
  2. Support Offerings and Response Times

Contacting Mixpanel Support

  1. If you're logged in to Mixpanel, click on “Contact Support” in the Help Menu: image
  2. If you aren't logged in, you can access the same form by going to: (opens in a new tab)

Support Offerings & First Response Times

Our Support Engineers are located all over the world – in San Francisco, Barcelona, London, and Singapore – and we strive to respond to support issues as quickly as possible. Support offerings vary depending on your Mixpanel plan.

PlanCritical FRT*Normal FRT*Hours of Operation
Premium Plus**1 hour4 hours24 x 7
Premium Support**4 hours8 hours24 x 5 
Enterprise8 hours24 hours24 x 5 
Growth24 hours48 hours24 x 5 
Free48 hoursN/A24 x 5 
  • FRT: First Response Time (within the Hours of Operation). First response times are response times within the Hours of Operation and represent target response times except for critical issues for customers on Premium Support packages.

** Add-on Support Plans are available for purchase with the Enterprise plan.

Ticket Priority Definitions

If you’re experiencing a persistent, widespread issue or cannot access your account, we'll prioritize your ticket as Critical. General product questions like how to use a feature, help understanding a report, or submitting a feature request will be categorized as Normal priority.

To see if there are any incidents affecting Mixpanel services, visit Mixpanel’s Status Page (opens in a new tab) (or subscribe to receive notifications of future status updates). For all other issues, we’ll do our best to respond according to the table above and the severity of the issue. In the meantime, feel free to review our other resources:

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