OptinMonster prides itself on delivering exceptional service to each and every customer. For Enterprise and Agency Customers on Customized Contract Solutions with OptinMonster, we’ll even provide access to a private Slack channel for low latency, collaborative assistance during onboarding, for a specific project, or general guidance in using OptinMonster optimally. We created this unique support opportunity to highlight our commitment to you, our customer.
As you can imagine, this approach can be difficult to scale when guest channels are unregulated and can disrupt our normal support channels. The spirit of our courtesy Slack channel is to help you get your project underway, coordinate during those moments where a ticket or our regular live chat just doesn’t cut it, and to be able to do so in a group context.
This document outlines our policy for usage of OptinMonster’s Enterprise and Agency Slack channels. We appreciate your understanding and adherence to these guidelines.
CHANNEL PERSISTENCE
All Slack guest channels have a default shelf life equal to the length of a yearly contract. Any customized contract lengths above a year will include a negotiated price including the Slack Channel Support.
GUEST LIMIT
There is a limit of three (3) guests. You may request the guests to be changed, but it cannot exceed a total of 3.
HOURS OF OPERATION
Our Slack hours are 9AM-5PM EST, Monday through Friday.
Additionally, we also provide the support ticket for all customers for all issues. This avenue is the preferred means of communication for general issues as the ticketed information does not count against contracted hours of Slack Support. To create a support ticket, click here.
If you need assistance after the standard 9am-5pm EST hours, you will be best served by creating a support ticket, which we will use to follow-up with you the next day.
SUPPORT PROVIDED
Every contract with OptinMonster for support will at a minimum provide a 5-hour on-boarding session and 5 hours of Slack Support per month. These 5 hours are based on a contract month (example: Month 1 could be January 15 – February 14).
Any unused Slack Hours do not rollover to the next month.
Every Slack interaction costs a 15-Minute minimum block of time against the 5-hour limit.
DEDICATED GO-TO PERSON
Each Company will have a dedicated Go-To Person (Account Manager) who will be responsible for managing the support conversation and ensure a quick turnaround for your issues. While other team members may interact with you over the course of support, your questions and concerns should be directed primarily toward your Go-To Person.
