Hopper HQ

The software features an easy, self-service setup process that allows users to begin planning content immediately after connecting their social media accounts.

• Process: Setup involves signing up (starting with a 14-day free trial), connecting required social media channels (e.g., Instagram, TikTok, Facebook), and utilizing the intuitive planning tools.

• Time: The platform is designed for quick onboarding, often taking only minutes to link accounts and start bulk uploading or scheduling posts using the visual content calendar.

Hopper HQ offers extensive customization for both visual content presentation and internal team workflows.

• Content & Scheduling: Users benefit from a Grid Planner (especially useful for Instagram aesthetics), a Full Image Editor (including smart crop and filters), and the ability to customize posting times based on audience demographics/analytics (Time Zone Management).

• Workflow & Teams: For larger teams using the Scale Plan, customization includes Post Approval workflows and granular User Permissions to ensure brand consistency before publishing content.

Costs are purely subscription-based and scale directly with the number of social media channels managed; separate setup or maintenance fees are not typically applied.

• Pricing Model: Hopper HQ operates on a per-channel/per-account subscription model. The total monthly cost is determined by the number of social accounts connected.

• Subscription Tiers: Plans generally include a base level (Grow Plan) for individual users and a higher tier (Scale Plan) for unlimited users and advanced collaboration features.

• Hidden Costs: Setup, Maintenance, and Standard Support (Help Center, Email, Live Chat) are included in the monthly or annual subscription fee.

The company provides comprehensive self-service training resources alongside responsive customer support via multiple digital channels.

• Customer Support: Support is primarily offered through Email and Live Chat.

• Training Resources: Users have access to a rich library of self-help materials, including a detailed Help Center, FAQs, Video Guides/Tutorials, and regular Blogs/Webinars detailing features and social media strategy.

Hopper HQ demonstrates a strong commitment to enterprise-grade security by maintaining leading international certifications.

• Certifications: The platform (or its underlying security organization) maintains SOC 2 Type II and ISO/IEC 27001 certifications, validating robust security controls and availability.

• Technical Measures: Security practices include Identity and Access Management controls, secure development lifecycles, Data Encryption, and defined Incident Detection and Response plans.

• Data Storage: Customer data is stored in secure facilities in the UK & USA.

Updates are frequent, focusing on new social platform integration and advanced AI-driven content tools, all managed automatically.

• Frequency: New features and platform integrations (like the Strategy Planner and Bluesky Publishing) are rolled out continuously, with a focus on enhancing functionality and performance.

• Management: As a cloud-based SaaS platform, all updates, fixes, and feature releases are automatically applied to the user interface and backend systems without requiring any manual action from the customer.

The customer retains ownership of the content they create, and key analytics data is exportable for reporting and migration.

• Ownership: The Terms of Use indicate that the User maintains all intellectual property rights and ownership over the content (images, videos, captions) they upload to the service.

• Portability: Users can easily export their analytics data (performance metrics, audience insights) into file formats such as PNG, SVG, and CSV for external use or reporting.

• Data Subject Rights: As a data processor, the company adheres to regulations like GDPR, assisting data controllers (customers) with fulfilling data subject requests, including data erasure.

Scaling is flexible and tied directly to the per-channel pricing structure, allowing users to adjust their subscription size instantly.

• Scaling Up: Users scale up by adding more social media channels to their plan (increasing the cost) or upgrading from the Grow Plan (1 user) to the Scale Plan (unlimited users) to accommodate team growth.

• Scaling Down: Users can remove accounts from their subscription via the Billing Settings, which adjusts the next billing cycle's fee downwards.

Subscriptions can be canceled at any time; however, payments are non-refundable, especially for discounted annual commitments.

• Cancellation: Users can cancel their account at any time via the self-service Billing Settings.

• Access After Cancellation: The user retains full access and service functionality until the end of the current paid subscription period (monthly or annual).

• Refund Policy: All premium purchases are generally non-refundable. Annual plans are sold as a commitment and do not receive partial refunds if canceled mid-term.

• Renewal: Subscriptions are generally set for automatic renewal unless canceled before the next billing date.

The company complies with major data protection laws relevant to its UK base and international clientele, backed by security certifications.

• Mandatory Compliance: The service is structured to comply with the General Data Protection Regulation (GDPR) and UK GDPR, governing the lawful processing of EU and UK citizen data.

• Voluntary Standards: Maintains certifications for ISO/IEC 27001 (Information Security Management System) and SOC 2 Type II (controls over security, availability, and confidentiality).