Is Stitch Labs still a supported product?
Stitch Labs will remain a supported product until as soon as Spring 2021. Customers can continue to use all the features they have relied on with Stitch Labs.
Who do I contact with support questions about Stitch Labs?
If you have any support questions on Stitch Labs, please reach out to support@stitchlabs.com. We will no longer be providing chat and phone support.
How will this affect my Stitch Labs pricing?
Your pricing will not be affected by the acquisition. In the near term your pricing and features will continue to be the same.
How much notice will I be given for sunset?
We will communicate the final date as soon as it is known. This notice will be given at least three months ahead of the confirmed sunset date to provide as much notice as possible.
Are all the Stitch Labs features now going to be available in Square?
We are still early in our planning, but for customers that want to migrate to Square in the future, we plan to provide tools to help them migrate to the Square solution. For customers looking to migrate to alternative products, we will share more information on these plans as they become available.
If Square doesn’t offer what I need, what other products can you recommend that integrate with Square?
We are committed to working with our customers to provide a successful migration before Stitch Labs is sunset. For customers that do not want to migrate to Square, we are working on providing paths to ease migration to alternative products and will share more information on these plans as they become available.
Are you offering any services to help me migrate off of Stitch Labs?
We are still early in our planning, but for customers that want to migrate to Square in the future, we plan to provide tools to help them migrate to the Square solution. For customers looking to migrate to alternative products, we will share more information on these plans as they become available.
I am in a long-term contract with Stitch Labs, will I be refunded when I migrate or the service is sunset?
With the recent announcement, all contracts will be allowed to cancel their contract with 30 days notice. Any account that leaves ahead of their current contract terms will be offered a prorated refund for any time that was paid for and unused.
Will Square continue to provide customer success and strategic support services to Stitch Labs customers?
As part of Square, Stitch Labs will no longer be offering customized account management solutions, customer success services, or strategic support services to Stitch Labs customers. Stitch Labs will be maintaining a support staff for any major blockers around training and workflows of Stitch Labs, but will halt any new workflow or training discussions. Please continue to reach out to the Stitch Labs Support team with any questions in regards to product usage.
Do I get a refund if I paid for customer success or strategic support services as part of my Stitch Labs contract?
Stitch Labs will be providing a refund to customers that have prepaid for future customer success or strategic support services. Please contact Stitch Labs support through support@stitchlabs.com for more information about processing of this refund.
Will there be any changes to support at Stitch Labs?
Stitch Labs will continue to offer support for the Stitch product, but we will offer more limited support options. We will continue to provide email support through support@stitchlabs.com, but will no longer provide chat or phone support. We will also have a more limited set of hours for support. Our new support hours will be 7:00 AM to 3:30 PM Pacific Time, Monday through Friday.
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