Monotype is dedicated to providing the technical assistance you need when working with fonts. We offer three levels of support—Basic, Premier, and Elite, all available as a part of a Monotype Fonts plan.
Each of our three tiers provides on-demand support. This includes access to our Help Center, Live Chat, and video tutorials. In addition, every support plan offers the following:
- Personalized help with deployment and/or usage issues related to Monotype Fonts
- Support ticket creation and escalation so that we can help you as quickly as possible
- Documentation of support, including additional examples or explanations for concepts requiring clarification
- Assistance from our support team to submit requests for changes, enhancements, and improvements to Monotype Fonts, as necessary
- Access to online release notes for updates
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 workday 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 and 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 strives to keep customers informed of any business interruptions to Monotype Fonts, as quickly as possible.
Onboarding
Our Premier and Elite tiers provide onboarding for your creatives and administrators. We supply a dedicated CS Manager, one-on-one tailored training, best practice sessions, and a detailed success plan personalized to your unique font needs.
Single Sign-On
Integrate Monotype Fonts into your organization’s existing single sign-on (SSO) solution, by mapping to your domain groups. This will ensure a unified and secure experience for everyone. Please note that this SSO offering depends on the Monotype Fonts plan.
Font & User Management
Our font management tools make personalizing your font library easy. Simply create lists, folders, and web projects of your desired fonts and then share them across your organization. Customize roles and permissions for each user by choosing what fonts are available and to whom.
Brand & Licensing Protection
Monotype Fonts identifies unlicensed and inconsistent use of fonts, helping you protect your brand and avoid licensing infringement.
Contact us at support@monotype.com or chat with us via the messenger to learn more. Premier and Elite customers can find a support contact listed in their contract.
