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:

1. Hours of Support: Hours of support are specific to local time zones, ranging from normal work day hours to 7X24 hour support.
2. 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.
3. Live Chat: Support Specialists are available to start live chat sessions with you, as well as help with case submissions.
4. 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.
5. Phone Support: in addition, phone support is available to customers with an Elite support plan.
6. Personal Email / Ticket: Personalized access to Customer Success Managers, will be provided through individual email addresses setup for Elite support plan customers.
7. 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.