Monocl Support Policy

Updated 22nd of June, 2018

Monocl AB, corp. id. no 556864-8587 (“Monocl”) provides support for its software as a service platform in accordance with this support policy.

User onboarding

As a part of the onboarding process to the Monocl platform, all authorized users are invited to an initial thorough walkthrough of the platform by a member of Monocl’s Customer Success Team. The onboarding is performed as a live remote session (web meeting) lasting approximately 45 minutes. In connection with this training session, all authorized users will be assigned a dedicated Customer Success Manager. Additional training sessions may be arranged, depending on the availability of Monocl’s Customer Success Team.

On-site training at the Customer’s facilities can be arranged for an additional fee.

Ongoing user support

Monocl’s Customer Success team is available to help all authorized users to optimize platform use throughout the subscription period and to help users achieve their important business objectives. The Customer Success team provides including:

  • Assistance in designing search criteria and search strategies to help users identify relevant stakeholders and other relevant content
  • Support with analysis strategy to facilitate stakeholder selection and prioritization based on the current need
  • Technical support for users experiencing browser issues and other potential technical issues
  • A direct channel for user feedback on features, bugs and other requests
  • Information on new updates and features which are continuously integrated

Monocl also offers Professional Services, at an extra cost, through a dedicated Professional Services team. These services extend the use of the Monocl platform beyond its current capabilities and includes integration services, stakeholder enrichment services, development of new performance metrics, profiling of scientific meetings and more. More information is available at http://www.monocl.com/solutions/services-and-integrations/ and via support[at]monocl.com.

Support documentation

An extensive and continuously updated help section is available for all authorized users at http://support.monocl.com/. This help section includes tutorials, user guides, FAQs and more.

Live chat

All authorized users have access to Monocl’s live chat, which is available through the icon in the bottom right corner when logged in. The Customer Success team is available to answer any user questions live through this chat. The average response time is less than 5 minutes between 8am-5pm CET. We always strive to respond within 24 hours on Monday through Friday (Swedish public holidays may lead to longer response times).

E-mail and Telephone Support

In case of questions which are not covered in the existing documentation, Monocl’s Customer Success team can be reached via support[at]monocl.com or through personal email and telephone number to the assigned Customer Success Manager. We always strive to respond as soon as possible, at the latest within 24 hours on Monday through Friday (Swedish public holidays may lead to longer response times).

Pricing

Support provided by Monocl in accordance with this policy is free of charge. Professional Services and on-site training are subject to additional cost. The support provided by Monocl in accordance with this policy will be provided throughout the subscription period for each authorized user.