I am posting here as a last resort because our license renewal is coming up on March 1st, and my repeated attempts to contact the sales team over the last two weeks have gone completely unacknowledged. I have tried multiple posts via the online contact form that I am directed to in the renewal email that I received. I have tried contacting staff directly, and now I am making this forum post. After which, I will also be posting a ticket in the support portal.
As a current customer looking to potentially expand our seat count, the lack of communication is concerning. I would also like to note that many of the official staff profiles here on the forum appear to be inactive, suspended, or “Oops! That page doesn’t exist or is private.”, which makes it difficult to know how to get a hold of anyone at Mattermost to ensure our service isn’t interrupted.
We currently have 40 seats (38 in use) and need immediate clarity on the following before we can commit to the renewal:
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The “Add Seats” button in the Console currently leads to a dead-end contact form. What is the actual, functional process for scaling up the number of seats and what is the turn around time on getting a response?
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If we renew at 40 and add seats mid-term, is the cost prorated for the remainder of the year on the additional seats?
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Do mid-term additions require a manual license key swap, or does the system update automatically once the transaction is processed?
We are trying to decide whether to stick with 40 seats or increase our seat count now to avoid the administrative headache of your contact forms later. However, we cannot make that decision without a response from your team.
Could a member of the staff please escalate this to the appropriate account representative?