Let’s discuss support in the Marketplace! We understand that you may already know about the recent changes we’ve made to enhance support for app developers and API users like yourself. We phased out the old appsupport@monday.com email and introduced a more streamlined form. [See more here: New Support Form]However, there’s more to these changes!
We’re excited to announce a small adjustment in how your app customers receive support. Previously, we would simply direct them to reach out to the support email listed on the app page. Now, we’re taking a more active role in the conversation to facilitate support from the monday.com side. If a customer contacts our main support channel, we will CC your email and collaborate with you directly to find a solution. If the issue is on the monday.com side or if the user needs further assistance with a workflow, we’ll be there to assist.
This in mind, we’d like to take a moment to remind all our app developers about our support SLAs. According to our Marketplace listings Terms, it is expected that you respond within 2 business days to a request from a User or monday.com, and promptly to urgent issues referred by monday.com. We will be reaching out through the email listed on your app listing page under “contact the developer.” If this email needs updating, please request the change via our form here: https://wkf.ms/44uiZaW.
Please don’t hesitate to reach out if you have any questions or concerns. We’re here to support you and make the Marketplace experience even better for everyone.