Premium Support Subscription

This document is part of the modmore Terms of Service.

The following benefits are included in the Premium Support subscription:

  • Guaranteed 12 hour response time to e-mail support requests, backed by the Service Level Agreement below.
  • Standard 24 hour support for the Free Extras listed on Extras.
  • Invite to a subscriber-only chat channel for product-related questions and discussion.

Should a client behave inappropriately in the subscriber-only chat channel or related facilities, they may be denied further access to the chat channel without compensation or price reduction.

This support offering is provided on a fair use basis. Should a client exceed the fair use policy for a continued period of time, modmore retains the right to cancel the support subscription with or without an alternative offering better suited for the client and modmore.

Users

A Premium Support subscription can include multiple users, as long as they all belong to the same business entity. The base subscription includes one user, and additional users cost €25 per month. A single user is identified by their email address and only emails received from that email address are covered by the Service Level Agreement. Generic email addresses (such as info@company.com or support@company.com) require approval by the modmore team before being accepted as valid user.

E-mail Support Service Level Agreement

Premium Support Subscribers are entitled to the following Service Level Agreement.

  1. A 12 hour response is guaranteed under the following conditions:
    1. The guaranteed response time only applies to emails or tickets sent to support@modmore.com by users included on the subscription.
    2. The Service Level Agreement only covers tickets that are about Premium Extras. Other subjects, including billing and free extras, are NOT covered.
  2. The 12 hour window is defined under the following conditions:
    1. The 12 hour window begins when the email has been received and processed by our e-mail helpdesk provider HelpScout, as confirmed by the auto responder and the timestamp assigned to the email.
    2. The 12 hour window is paused during the weekend and public holidays. For example tickets received on Friday at 7pm are entitled to a response prior to Monday at 7am.
    3. Situations outside modmore's control that prevent a timely response are exempted from the guaranteed response time, including but not limited to support infrastructure failure. Check the HelpScout Status here.
  3. Credit compensation is provided under the following conditions:
    1. If a response is not sent within the 12 hour window, a percentage of the Premium Support fee is credited to the subscribers account. This percentage is 25% for every six hours, as specified below:
      1. Up to 3 hours late (up to 15 hours after ticket received): 10%
      2. Between 3 and 6 hours late (up to 18 hours after ticket received): 25%
      3. Between 6 and 12 hours late (up to 24 hours after ticket received): 50%
      4. Between 12 and 18 hours late (up to 32 hours after ticket received): 75%
      5. Over 18 hours late (longer than 38 hours after ticket received): 100%
    2. Compensation is added to the subscribers account as credit. Credit will be automatically used as discount on future purchases or renewals. Credit cannot be exchanged for cash or withdrawn.
    3. Compensation awarded for any given month of the subscription may not exceed the total monthly support subscription fee. Only one instance of compensation may be awarded per ticket.
    4. The subscriber has up to one month from when the ticket was opened to request credit compensation if it was not already provided. To request compensation, a reply to the original email ticket must be sent.
  4. The premium support fee is defined as:
    1. The Premium Support Fee is based on the costs that were incurred in the subscription term the ticket was received in.
    2. The Premium Support Fee is calculated after (one-time) discounts, before taxes, and only for that portion of a subscription that are for Premium Support.
    3. If a subscription contains multiple products and non-product-specific discounts, that discount is applied proportionally to the different products to get to the monthly fee.

Private Chat Channel

Each user in a Premium Support Subscription receives an invitation via email to join a Private Chat Channel on the modmore team chat service, hosted by Slack. The user will be asked to register and to set up their profile, before being able of joining the chat channel.

The Chat Channel is invite-only, only accessible for users as part of a Premium Support Subscription, the modmore team, and other guests invited by the modmore team.

The chat channel is by definition an informal channel. There is no guarantee of support or response times in the channel. It is a great place to discuss ideas, questions and other interesting subjects together with the modmore team and other users. The discussions in the channel are archived and remain accessible and searchable for all people with a valid and active account.

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Disclaimer: Viewing non-Euro pricing

You are currently viewing prices in a non-Euro currency. Please be advised that these prices are estimates, based on data by Open Exchange Rates.

While we offer this currency converter hoping our users find it convenient, all purchases are made in Euro, and the final amount charged can vary depending on payment provider, day, time of day and a number of other factors outside of modmore's control. There are no guarantees on accuracy and modmore nor Open Exchange Rates can not be held liable for errors.

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