This guide will cover some FAQs surrounding our new support model.
WHY IS TRADABLE BITS INTRODUCING A NEW SUPPORT MODEL?
Our goal at Tradable Bits is to ensure that all of our partners are trained to use our platform most effectively while being available year-round to support product, implementation and strategy questions.
We understand that Sports, Music and Entertainment industries don’t always operate 9-5, so we’re providing more flexible options for our partners to choose from, based on their individual needs. This new support model furthers our commitment to support you before, during and after live engagements with fans.
WHAT'S CHANGING WITH THE NEW SUPPORT MODEL?
There will be two new Support Models which include a Basic plan, a Premium plan, as well as the option to add on-call event support. Below is an outline of what comes with each plan:
The Premium and On-Call support plans include a Slack Connect channel with Tradable Bits. Our organization uses Slack Enterprise, therefore we can connect with your organization even if you use a free Slack plan. This new Slack Connect channel will ensure all messages are saved and searchable and will replace our current Slack instance where messages are hidden after 90 days.
HOW DOES THIS AFFECT MY ACCOUNT?
You will be automatically upgraded to the Premium Support plan and Slack Connect until your next subscription renewal; where you will be given the option to stay on the Premium level of support for an annual fee or switch to the Basic plan.
IS THERE ANY ACTION I NEED TO TAKE?
If you are currently a member of our Partner Slack workspace, we will be sunsetting this Workspace in early 2025 and replacing this channel with a one-to-one Slack Connect for all Premium support plans moving forward. This change will ensure that all historical conversations are saved, searchable and available even after 90 days.
| 1. If your organization is on a paid version of Slack no action is needed. You will receive an invite from our team to your new Slack Channel. |
| 2. If your organization does not have a paid Slack instance you will need to create a free Slack account so we can invite you to a Slack Connect with Tradable Bits. Follow these steps to set up a free Slack account. |
Your Customer Success Manager will reach out to you approximately 2 months before your annual renewal to touch base on which Support model you would like to continue with. This change will be reflected on your next renewal (after Jan 2025).
If you have any further questions about this support plan, please reach out to your Customer Success team or contact support@tradablebits.com