Frequently Asked Questions
How quickly are my tickets responded to?
We endeavor to answer support tickets as quickly as possible at all times of the day. We are just a small company, so we can't guarantee anything, but we really do pride ourselves on providing exceptional customer service.
Support tickets are answered 24/7, mostly on a first-come-first-serve basis, with us occasionally arbitrarily setting priority to certain tickets. Sales and billing tickets are answered at a lower priority, usually between business hours US Eastern time - though we reserve the right to answer them outside those hours if there's nothing else going on.
If you have a billing emergency - say your service was suspended, you just made a payment and it hasn't been re-enabled - feel free to file the ticket with support anyway so that it doesn't get left until the next day.
What are the terms of the contract?
Our services are offerend on a payment-to-payment basis - there is no extended contract. You are only obligated to use the service that you've already paid for (almost all services are paid for in advance), you may cancel the next billing period at any time.
Please note however that cancelling in our billing system does not automatically cancel Paypal Subscriptions. We do our best to monitor cancellation requests and ensure there are no subscriptions active, but the client bears responsibility here too. If Paypal makes a subscription payment after service is terminated, we can either leave the amount on your account as a credit toward future services, or refund the amount less Paypal's fee (about 30c or so) that they will not refund us.
Can I change the size of my Murmur?
Of course! The process is not automated, so you'll have to file a support ticket. The process usually involves us calculating the difference in price for whatever portion of the billing period is left, and then applying that amount to an invoice. We'll either apply it to the next invoice (if you're on a month-to-month billing period) or generate a seperate invoice if you're on 3-month or higher.
What version of Mumble do you guys run?
When we don't have a reason not to, we try to keep our Murmur servers on the current "stable" version so that unexpected behavior is minimized. Occasionally if there's a bug fix or a really neat feature, we'll run a version built from the Mumble git repository.
We also occasionally run a version with our own patches applied, until they're committed to the mainline tree.
What payment methods are available?
We currently accept the following payment methods automatically through our billing system:
- Paypal
- Google Checkout (AKA Google Wallet)
We also, at our discretion, allow users to add credit to their accounts using other services. File a ticket with our billing department to arrange a payment, and a non-refundable credit will be added to your account usable towards invoices. Feel free to ask us about the following:
- WePay
- Dwolla
- Bitcoin
