Customer Success plans.
Your success is our top priority, so we designed four different levels of Success plans to meet your specific business needs.
Maximize your investment with the right Success plan for you.
BasicSelf-guided |
EnhancedTechnical support |
Premier*Expert implementation and advice |
ElitePersonalized service |
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Adoption |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service |
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Video tutorials and online knowledge base |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Dedicated Customer Success Manager |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Global Customer Success Manager coverage |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Personalized onboarding and Success plans |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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1-on-1 tailored training sessions |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Best practices workshops |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Setup and configuration |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Creation of font library |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Configuration of user permissions and access |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Bulk user invite |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Assisted font library migration |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Ongoing administration |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service |
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Customer Success Manager check-ins |
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Annually |
Quarterly |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
Annually Quarterly |
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Proactive platform oversight and management |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Supported day-to-day management of users and font library |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Data monitoring and reporting |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Direct access to dedicated Monotype team via personalized email |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Technical support |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Hours of support |
Mon-Fri 9am-5pm |
Mon-Fri 24 hours |
Mon-Fri 24 hours |
24/7 |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service Mon-Fri 9am-5pm Mon-Fri 24 hours Mon-Fri 24 hours 24/7 |
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Live chat |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Support ticket creation |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Dedicated email access to Customer Care and Success representatives |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Phone support |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Video calls |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service
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Business interruption response time |
12 hours |
6 hours |
4 hours |
2 hours |
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Basic Self-guided Enhanced Technical support Premier* Expert implementation and advice Elite Personalized service 12 hours 6 hours 4 hours 2 hours |
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Footnote details
*Adoption and Setup and configuration services are initial 3 months of contract. Technical support services are 12 months.
A closer look at our plans.
We offer four different levels of Success plans
designed to meet your specific business needs.
Elite.
Dedicated admin services for a personalized experience.
Get results fast with proactive and tailored expertise, backed with our highest level of support and business priority. This plan includes a designated Customer Success Manager to ensure a seamless roll out, provide guidance on best practices, and be a direct contact for ongoing success. This also includes full administrative assistance which offers ongoing management of your font library and user level access on Monotype Fonts.
- Partner with a Customer Success Manager to orchestrate and ensure ongoing success.
- Maximize your investment and achieve long term success with unlimited training sessions and best practice workshops.
- Supported day-to-day management of platform and proactive insights to inform business decisions.
- Stay informed and drive actionable insights with font and user activity reporting.
- Highest priority for 24/7 technical support, including phone and video calls.
Start off confidently.
Establish a solid foundation for success with tailored guidance, live demonstrations, and best practices.
Minimize disruptions.
Focus on running your business with rapid response times and issue resolutions from our technical support team.
Optimize productivity.
Receive actionable insights and proactive assistance to identify opportunities and drive success.
Premier.
Fast track onboarding with continuous technical support.
Achieve your business goals faster with a tailored adoption plan, personalized platform setup and configuration to kick start productivity and backed up by further enhanced technical support.A dedicated Customer Success Manager will work closely to determine timelines for implementation, and define initial three-month goals and annual check-ins.
- Tailored Success plan to maximize your Monotype Fonts investment
- Empower your teams with training and live coaching from our product experts
- Start off strong with a personalized configuration of your users and font library
- Rapid response times and more ways to connect with Customer Care and Success representatives
Enhanced.
Prioritized technical support with access to self-guided resources.
All the features of Basic with prioritized technical support including direct access to Customer Care and Success representatives for any tech related queries, with faster responses times and extended operational hours.
- Dedicated email to Customer Care and Success representatives
- Minimize disruptions with shorter response times and increased hours
- Access to self-guided resources and content to drive success
Basic.
Self-guided resources and business hours technical support.
Learn at your own pace with our Help Center and get access to live chat and email support during business hours for any technical queries.
- Build your knowledge with on-demand resources
- Technical support for issue resolution
Thank you for submitting! We look forward to connecting with you.
