Monotype Fonts.

Services.

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

 

 

99.5%

99.9%

Service Credit

 

 

5X

10X

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.

Definitions:

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.

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.

Support Services

Basic

Premier

Elite

Hours of support

Mon-Fri 9am-5pm (local)

Mon-Fri

24 hours

Mon-Sun

24 hours

 

Support languages

English

English

English

Live chat

Ticket creation & escalation

 

Phone support

 

 

Personal email / ticket

 

 

Business interruption response time

P1 outages (see full table below)

24 / 7 / 365

(6 hours)

24 / 7 / 365

(4 hours)

24 / 7 / 365

(2 hours)

 

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

Basic

Premier

Elite

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.

In addition to our Support offerings, we provide an add-on Customer Success on-boarding package to help with on boarding and training your team to our platform.

Customer Success Services

Basic

Premier

Elite

User management & desktop setup

self-serve

assisted

customized

Library & Font Management setup

self-serve

assisted

customized

Font migration

self-serve

self-serve

customized

SSO integration

n/a

assisted

customized

Studio access

self-serve

assisted

customized

Customer Success Manager check-ins

self-serve

bi-weekly

weekly

We offer three levels of Customer Success on-boarding depending on how hands-on you wish your experience to be:

  • Self-Serve:  on-boarding and new release emails, in-product tours, and tool tips, plus the resource and help center content.​
  • Assisted: everything in self-serve plus enrollment in a recommended on-boarding and new release curriculum, status reminders, and completion verification. ​
  • Customized: all of the above and a dedicated Customer Success Manager to help you every step of the way.​

Below are more details of how our Customer Success packages will help both Font Administrators and Creatives develop best practices around font management, font selection and utilization, and much more:

  1. User management & desktop setup:  Learn everything you need to know on how to set up your users, teams, access privileges, and more. 
  2. Monotype’s library and font management:  Learn everything you need to know about Monotype’s extensive font Library, search features and font management.
  3. Font migration:  Very often our customers require help in importing their non-Monotype fonts to Monotype Fonts.
  4. SSO integration:  For larger or more complex integrations, you might need assistance integrating your SSO and security applications, especially if you have a distributed or virtualized network.
  5. Creative Type Director access: You can choose to have access to the world’s leading type Studio to help your creative experts learn from the best of the best. With the Premier package, you will get tips and best practices from our world-class Type Directors. With our customized package, you get to meet a Creative Type Director one on one, where we will customize workshop sessions to suit your specific requirements.

Customer Success Manager (CSM) check-ins:  Access to a dedicated CSM’s to provide you the latest in technical and feature updates, share with you tips and tactics, and much more.