At Spare Music, we provide comprehensive support for team members, ensuring your questions and issues are addressed efficiently. However, the type of support we can offer depends on your permissions within the team and the nature of the request.
How We Handle Team Member Tickets
When you submit a support ticket, our team will:
Identify the team you were logged into when submitting the request.
Tag the ticket as part of that team for streamlined handling.
Important:
We can only assist you if your permissions on the team allow you to perform the requested action.
What We Can Support
Permission-Based Support
For any request, we will verify whether you have the appropriate permissions on your team to perform the requested action.
Example: If you ask to takedown a release but only have View access to the catalog, our support team cannot assist with your request.
Operational Tools
For tasks such as; Claim Removal, Official Artist Channels (OACs) and Facebook / Instagram Linking, these requests should be handled using the dedicated tools on the “Tools” page within your account.
What We Cannot Support
Payment Information
We cannot provide payment details to team members.
Example: If you query about updating a tax form for a team, we are unable to assist.
Plan Upgrades or Additional Services
Requests to upgrade a plan or add additional services (e.g., Content ID or advanced analytics) must come directly from the team owner.
Reports
Summary reports, such as revenue breakdowns per release, can only be requested by the team owner. Team members do not have the authority to request these reports.
Best Practices for Team Members
Ensure you have the correct permissions to handle your request before contacting support.
Use the tools provided in your Spare Music account to address operational tasks.
Coordinate with your team owner for requests related to payments, reports, or plan upgrades.
By following these guidelines, you’ll ensure faster and more efficient resolution of your support queries. 🎵