At New/Mode, we’re committed to helping you succeed. Below is a breakdown of our current service level policies, including email support availability, response times, and premium support
📧 Email Support
Email support is available to all customers on Grassroots plans and higher.
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To contact our support team, you can use our support form available here
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Business hours are Monday–Friday, 8am–6pm Pacific Time, excluding statutory holidays.
⏱️ Response Times by Subscription Tier
Our target response times vary based on your subscription level:
| Subscription Tier | Support Features |
|---|---|
| Grassroots | Email support |
| Teams | Email support response within 2 business days |
|
Movement Builder Growing Organization |
Email support response within 1 business day |
đź’¬ Strategy Calls and Live Onboarding
Customers on the Growing Organization receive access to additional premium support:
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Live Custom Onboarding: Work directly with a New/Mode expert to set up your campaign tools and integrations.
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Strategy Calls: Book time with our team to receive guidance on digital engagement strategy, best practices, and platform optimization.
To view or upgrade your plan, you can visit https://impact.newmode.net/subscription
after logging in as an administrator on your account. If you are unsure of your current plan or want to upgrade to access premium support features, please reach out to our support team or your account manager.