Support

Refer to the plans matrix for the Support Services that are included or available as an add-on purchase to each Monotype Fonts plan.
The following features are provided with every support plan:
- Answer questions concerning deployment or usage issues related to Monotype Fonts.
- Work with our support team to submit change requests, enhancement requests, and provide fixes for Monotype Fonts, as necessary.
- Address your concerns with documentation, providing additional examples or explanations for concepts requiring clarification.
- Access to online release notes for updates.
- Access to Monotype’s online library of support webinars and knowledge base.
We also offer the following features specific to each plan:
- Hours of Support: Hours of support are specific to local time zones, ranging from normal work day hours to 7X24 hour support.
- Support Languages: All technical support is provided in English, an effort to accommodate other languages, including German, French and Hindi, will be made when needed.
- Live Chat: Support Specialists are available to start live chat sessions with you, as well as help with case submissions.
- Ticket Creation & Escalation: If a request cannot be solved through live chat, a customized ticket will be made and the Support Specialist will guide you through the escalation process.
- Phone Support: in addition, phone support is available to customers with an Elite support plan.
- Personal Email / Ticket: Personalized access to Customer Success Managers, will be provided through individual email addresses setup for Elite support plan customers.
- Enhanced Business Interruption Response Time: Monotype endeavors to keep customers informed of any business interruptions to Monotype Fonts, as quickly as possible. See the definitions below and anticipated response times for more information.
Support Services |
Basic |
Premier |
Elite |
Hours of support |
Mon–Fri |
Mon–Fri |
Mon–Sun |
Support languages |
English |
English |
English |
Live chat |
✓ |
✓ |
✓ |
Ticket creation & escalation |
✓ |
✓ |
✓ |
Phone support |
|
|
✓ |
Personal Email/Ticket: Personalized access to Customer |
|
|
✓ |
Business interruption response time |
24 / 7 / 365 |
24 / 7 / 365 |
24 / 7 / 365 |
Business Interruption Definitions
Business interruption response times |
Basic |
Premier |
Elite |
Priority 1 — Critical |
24 / 7 / 365 |
24 / 7 / 365 |
24 / 7 / 365 |
Priority 2 — Urgent |
24 / 5 |
24 / 5 |
24 / 5 |
Priority 3 — Important |
M–F, 9am–5pm |
M–F, 9am–5pm |
M–F, 9am–5pm |
Priority 4 — Minor |
M–F, 9am–5pm |
M–F, 9am–5pm |
M–F, 9am–5pm |