Support · documentation · lifetime updates
Self-Hosted Mumara Campaigns is a one-time purchase. Every future major version is included — free, forever. Mumara Machine adds managed updates so the work happens without you applying anything. On top of updates: premium support tiers for installations that need named contacts, a knowledge base that's kept current with every release, an in-app tooltip on every form field, and a community forum where senders trade deliverability war stories.
Every future version included
One-time Self-Hosted purchase. Every major-version upgrade ever — free.
Tiered response times
Named contacts, prioritised queue, faster SLAs on Commercial + tiers.
Complete platform docs
Searchable, illustrated, kept current with every release. The first place to look.
Forum + peer help
Other senders solving similar problems. Tips, integrations, deliverability war stories.
Built around your investment
Mumara's support story is built around the customer keeping their software, not renting it. Lifetime updates is the headline; everything else is the floor under it.
The knowledge base
docs.mumara.com is the searchable knowledge base — every feature documented, every form field explained, every workflow walked through with the actual UI you're looking at in-app. Search by keyword (the search bar suggests results live), or browse by topic in the sidebar. New features ship with new doc pages; changed features get updated copy and screenshots in the same release. The first place to look — most questions have been answered already.
Cmd-K (or click the search pill) opens the full KB search. Results rank by relevance and include category tags so you can tell at a glance which corner of the platform an answer covers.
Left sidebar lists every major topic — Sending Domains, Sending Nodes, Contacts & Lists, Broadcasts, API & Webhooks, Compliance. Useful when you don't yet know what to search for.
Each result card surfaces a snippet that includes the actual answer — often you don't need to click through. When you do, the doc page is concise and illustrated.
Docs ship in lockstep with the product. When a feature changes, the docs change. When a new addon ships, its docs ship with it. No stale 2019-vintage screenshots showing UI that no longer exists.
Tiered support
Support scales with the plan tier. Community help is always free; premium support is bundled into Commercial-tier and above. No support paywalls on the platform itself — every customer gets the docs, the tooltips, the forum, and the lifetime updates.
Always free
Forum, knowledge base, in-app tooltips, and the public GitHub-style issue tracker for the platform. Other Mumara users solving similar problems, plus Mumara staff who participate publicly. The right tier for most installations once you're past the first month of setup — most questions have already been answered.
Personal + Professional
Direct email support with a typical-48-hour response for Personal-plan customers and faster for Professional. For setup, configuration, deliverability questions, and integration help. Mumara staff respond — no chatbots, no AI deflection, no "we'll get back to you in 5 business days". The right tier for individual customers and small teams.
Commercial +
Prioritised queue, faster SLAs, named contacts for ongoing customers. The right tier for installations operating in production at scale — agencies, resellers, enterprise customers with compliance obligations. Includes onboarding-call options and named escalation paths for deliverability incidents.
What "lifetime updates" actually means
Lifetime updates is the line that catches every prospective Self-Hosted buyer's eye. Here's exactly what it covers — and what it doesn't.
Covered: every major-version upgrade ever shipped, every minor and patch release, every bug fix, every security patch. You buy version 4.x today; when version 5 ships, you get it free. When version 6 ships, you get it free. There is no 'maintenance fee', no 'upgrade pack', no 'extended support' SKU. The one-time purchase price you paid is the only money Mumara gets from you on the licensing side.
Covered separately by addons: paid addons (Drag & Drop Builder, RSS Feed, Webhooks, Auto DNS, and so on) are sold on a monthly or annual subscription. The addon subscriptions are independent of the core platform license — you keep your platform license forever, you keep paying for the addons only as long as you want their functionality. Stop paying for an addon and the rest of the platform keeps working.
Not covered: the underlying hosting (you provide your own server for Self-Hosted, or Mumara provides the VPS for Mumara Machine). External services your account uses (your DNS provider, your ESP credentials, your SSL certificate provider). Custom development if you've forked the codebase. None of this is unusual — it's the same model every responsible self-hosted platform follows. Lifetime updates is the platform license, not the hosting bill.
Mumara Machine slightly differs: the managed VPS is a monthly subscription that includes the platform license, the hosting, the managed updates, and the priority support. You don't apply updates yourself; we apply them for you on a maintenance window of your choosing. Stop paying and the VPS deprovisions — but you keep your database (downloadable as a SQL dump from the Backups feature) so the data is always yours.
From purchase to fluent
Most installations get from signup to first send in under a day. The support and documentation surface compresses that further.
Step 1
Pick Self-Hosted or Mumara Machine. Self-Hosted: download, install (one-line setup script available). Machine: VPS provisioned in minutes, credentials emailed. Either way, you're looking at the admin dashboard within an hour.
Step 2
Knowledge base walks through the first-day flow: connect a sending node, add a sending domain, import contacts, send a test. Every step illustrated with the actual UI you're looking at. Start at docs.mumara.com.
Step 3
Every form field with a "?" icon has a tooltip explaining what it's for, what the valid values are, and what happens if you leave it blank. Hover instead of context-switching to the docs.
Step 4
Questions the docs don't answer — deliverability advice, custom integration help, configuration choices specific to your environment — email support. Real humans, typically within 48 hours on standard support, prioritised on premium.
Step 5
New versions ship periodically. Self-Hosted: download and apply when you're ready (with a backup point first). Mumara Machine: scheduled in your maintenance window. Lifetime updates means this step keeps happening for as long as you keep using the platform.
Different shapes of support need
Common questions
Every major-version upgrade, every minor release, every patch release, every security patch — for the lifetime of the platform. One-time Self-Hosted purchase price covers all future versions; there's no annual maintenance fee, no upgrade pack, no 'extended support' SKU. What it doesn't cover: paid addons (which run on monthly / annual subscriptions independent of the core license), the underlying hosting (you provide your own server for Self-Hosted), or external services like DNS or SSL certificates. The platform license is yours forever; everything around it follows normal commercial logic.
Useful. The Mumara forum has years of accumulated knowledge — setup configurations, deliverability case studies, integration walk-throughs, edge-case debugging. Mumara staff participate publicly, so questions that get a community answer are often supplemented by staff clarification. For the typical 'how do I do X' question, a forum search beats an email ticket by hours. For 'X is broken in my specific environment', email support is the better path.
Typically within 48 hours on standard support, faster on premium. The response is from a real Mumara staff member — no chatbot deflection, no AI-generated summaries, no "a senior engineer will get back to you in 5-7 business days". Mumara has been doing customer support for the same product since 2012; the team that built the platform also reads the tickets.
On premium support tiers, yes. A scheduled video call with a Mumara staff member to walk through your installation, discuss deliverability strategy, review your sending domain authentication, and answer questions specific to your setup. Useful for teams onboarding multiple users at once or for installations under tight compliance / migration deadlines.
Addon questions go to the same support queue. Mumara's support team supports the core platform AND the addons — you don't have a separate support channel for each addon. If the question is about an addon's specific functionality and you don't have the addon installed, support will tell you what the addon does and whether it solves your problem; no upsell pressure.
Docs are updated with every release. New features ship with new doc pages; changed features get updated screenshots and copy. The docs.mumara.com knowledge base is searchable and indexed by Google. Every form field in the platform also has an in-app tooltip — the "?" icon next to the field opens a tooltip with the same content the docs cover, so you don't have to context-switch to find what a setting does.
Yes — through the forum, through email support, or through the in-app Bug Report / Feature Request form (Tools → Issues). Requests are reviewed by the product team; popular requests with clear use cases tend to land in upcoming releases. There's no formal voting / public roadmap today, but recurring requests trend in the right direction.
Mumara Machine includes managed support by default — the platform runs on a VPS we provision and maintain, so the support surface covers both the application and the infrastructure layer. Updates are applied on your scheduled maintenance window without you doing the work. Email support, knowledge base, forum, and in-app tooltips are identical to Self-Hosted. The premium support tier adds prioritised response on top.
Self-Hosted: nothing — you bought the license outright, you keep using the platform forever. Mumara Machine: the VPS deprovisions at end of the billing cycle. Either way, your data is yours — download a backup as a SQL dump before you stop using the platform; the dump is importable into any future Mumara installation. Your contact list, your campaigns, your sending configuration — all portable, none locked in.
Related
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Read moreMumara Campaigns · Support & Updates
Lifetime updates ship with every Self-Hosted Mumara Campaigns purchase. Premium support tiers available on Commercial and above. Knowledge base, forum, and in-app help available to every customer regardless of tier. The support surface that makes Self-Hosted feel like SaaS — without the lock-in.
