Meltwater Customer Support Terms

Meltwater Customer Support Terms

These Customer Support Terms (“Support Terms”) form part of Customer’s Agreement to use the Meltwater platform or services (the “Platform”) where Support has been agreed in an Order Confirmation. Meltwater may update these Support Terms by publishing a revised version at https://meltwater.com/en/premium-support-terms, provided no change results in a material reduction of Customer’s use of the Platform (other than the availability of Third Party Content). Continued use of the Platform after a change takes effect constitutes acceptance. Capitalized terms not defined here are defined in the General Terms and Conditions or other agreement governing Customer’s use of the Platform.

1. Customer Support

Customer Support is included as an enhanced offering, in addition to Customer Success contacts, for customers in different spend thresholds. It is provided in tiers determined by Customer’s annual recurring revenue (“ARR”), as set out in the Order Confirmation. Certain tiers include a fixed annual allocation of Support Hours provided by the Customer Support Center of Excellence (CoE), to assist with the management of searches, dashboards and other key operational tasks.

2. Support Tiers and Hours

All Customers have access to:

• In-app live chat, monitored 24/7
• help@meltwater.com for product support needs
• Meltwater Academy - Certifications, product courses, and use-case playbooks for every level.
• Meltwater Community – An interactive online hub connect with peers and share best practices

In addition to the above, Customer’s tier and additional allocation of Support resources are set out in the table below.

3. How Support Hours Work

• Definition: A “Support Hour” is a quota of sixty (60) minutes during which Meltwater Platform experts assist Customer with searches, dashboards, alerts, and other key operational tasks.
• Pooled annual quota: The allocation is a pooled annual quota for the tasks described above. It is not a guarantee of on-demand availability, and does not cover open-ended consulting or project delivery outside the agreed use cases.
• Validity and expiry: Support Hours are valid for twelve (12) months from the start date in the applicable Order Confirmation. Unused hours expire at the end of that period, do not carry over, and are not refundable.
• Planning and governance: Consumption is planned and mutually agreed in advance, and reviewed each quarter at the Quarterly Business Review (QBR). Meltwater will notify Customer when usage is tracking toward the annual limit, prompting a commercial discussion to address Customer’s needs by mutual agreement.
• Additional hours and upgrades: The tiers in the table above outline reasonable limits for normal, everyday support requirements throughout a Customer subscription. Beyond that, additional Support Hours, or a move to a higher tier, will be quoted by Meltwater based on scope and bandwidth.

4. Service Expectations

• Channels: First contact is via in-app Live Chat or help@meltwater.com (product support available 24/7). Members of the Customer Support team are reachable by email and video call during their local business hours, Monday to Friday. Support is not available on weekends, public holidays, or outside business hours.
• First-response targets: Live Chat: approximately 1 minute. Product support by email: 30–60 minutes. CoE: within 1–2 business days. These are targets, not service-level guarantees.
• Completion times: Meltwater does not commit to fixed resolution times, as these vary with the complexity and scale of each request. Meltwater will provide estimated timelines and updates. Customer should allow 2–3 business days for routine setup of searches, dashboards, or alerts, and longer for complex requests; advance notice of upcoming activations or projects helps Meltwater meet desired timelines.

5. Customer Responsibilities

Customer shall designate one (1) to three (3) qualified, English-speaking contacts (each a “Customer Contact” — for example, a designated support contact, key user, or system administrator) and provide their contact details. Only authorized Customer Contacts may contact Meltwater’s support organization. Customer Contacts shall reasonably cooperate with Meltwater and have sufficient knowledge of Customer’s Platform configuration to enable Meltwater to reproduce, troubleshoot, and resolve issues.