Monotype Fonts.


Monotype is committed to your success. All contracts include a level of service that provides easy access to our highly skilled technical resources for technical assistance. We offer additional levels of Support to cater to our customers’ specific requirements.

Monotype Fonts plans.

Service Level Agreement (SLA) Uptime.

Monotype provides our customers with Uptime commitments for certain Monotype Fonts plans as stated in the applicable agreement or support package. If we fall short of our Uptime commitments, we will apply Service Credits to your account.


Service Levels Project Plans Standard Pro Unlimited

Service level (uptime) targets





Service Credit





Customers are required to report a Service Outage within five (5) days of the occurrence of such an outage. This could qualify the Customer for a Service Credit (if we miss our uptime targets), which will then be accrued on a quarterly basis, and applied against future renewals.


Reported Downtime is the overall number of minutes that Monotype reports Monotype Fonts as being unavailable during the quarter. Downtime excludes the following:

  • Non-availability of Monotype Fonts caused by external apps or third parties, excluding SSO integrations provided by Monotype after a successful initial setup
  • External network or equipment problems outside of reasonable control, such as bad routing tables between your internet service provider (ISP) and Monotype’s server
  • Scheduled/Breakdown Maintenance communicated via the website

Scheduled/Breakdown Downtime: Sometimes we need to perform maintenance to keep Monotype Fonts working smoothly. If scheduled downtime is necessary, we will publish this on the website, in advance.

Reporting Downtime: Please submit a notification of downtime and request for credit via email to [email protected], clearly stating Company Name, Day of Outage, Duration of Outage and Customer Contact information (for follow up if needed). Customers are required to report downtime within five (5) days of the occurrence.

Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may experience outages, while other accounts may not, so it is important to report these outages to Monotype.

Uptime is the percentage of total minutes the Monotype Fonts platform was available during a quarter. Monotype’s Uptime commitment for customers is 99.5% on the Pro plan and 99.9% on the Unlimited plan.

Quarterly Uptime Calculation: We will calculate our Uptime and publish these reports monthly. 

[(total minutes in quarter - Reported Downtime) / total minutes in quarter]

Service Credits: Should uptime commitment fall short, Monotype will apply a quarterly credit equal to 5 times for Pro plan customers or 10 times for Unlimited plan customers. The credit value is based upon the contractual rate for the period of time that Monotype falls outside of the Uptime commitment.

Service Credits are not refunds, cannot be exchanged into a cash amount, will accrue each quarter through the duration of the contract, and require the customer to have paid any outstanding invoices. These Service Credits will be applied against the fees for any future renewal. Service Credits will expire upon termination of your contract. Service Credits are the sole and exclusive remedy for any failure by Monotype to meet its obligations under the uptime commitment.


Support Services.

Refer to the plans matrix for the Support Services that are included or available as an add-on purchase to each Monotype Fonts plan.


Business Interruption Definitions.

Hours of Support: We support all Priority 1 Defects on a 24 / 7 / 365 basis. For all other Priority levels of Support, our customers can choose the Support plan that best fits their needs.

Monotype defines business interruptions as follows:

Business interruption response times




Priority 1 - Critical: core business is down or there has been a potential loss of mission-critical data

24 / 7 / 365

(6 hours)

24 / 7 / 365

(4 hours)

24 / 7 / 365

(2 hours)

Priority 2 - Urgent: outage is causing significant and widespread performance degradation

24 / 5

 (6 hours)

24 / 5

(4 hours)

24 / 5

(2 hours)

Priority 3 - Important: outage is causing some performance degradation; workaround available

M-F, 9am-5pm

(24 hours)

M-F, 9am-5pm (12 hours)

M-F, 9am-5pm

(6 hours)

Priority 4 - Minor: minor issue requiring correction

M-F, 9am-5pm

(3 days)

M-F, 9am-5pm

 (2 days)

M-F, 9am-5pm

 (1 day)

Resolution of business interruptions will naturally depend on the root cause and actions required for complete resolution, but in all cases (priority levels), our communications to our customers will include the following:

  • Issue is resolved (and/or date being targeted)
  • Workaround is provided (and/or date being targeted)
  • Fix is provided (and/or date being targeted)
  • Fix incorporated into future release (and/or date being targeted)

Your Sales Order will indicate whether you are subscribed to the Premier or Elite Support Program.


Customer Success Services - On-boarding.

Let’s make this easy.

In addition to our Support offerings, we provide an add-on onboarding package to help your team get up and running on the platform.

Do you need a seamless, hassle-free onboarding experience?  Ask your Monotype sales partner for more details or contact us below.