WeStock Service Level Agreement for All Tiers

1) GENERAL

WeStock provides 99.2% customer response times for all its tiers as indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).

2) CUSTOMER SUPPORT TIMES

WeStock operates from 9 a.m. to 5 p.m. ET and will respond to customer requests during that time frame. Brand Customers will be notified via an automated message when WeStock is offline outside these business hours, and receive a response the following business day between 9 a.m. and 5 p.m. ET.

3) CUSTOMER SUPPORT CHANNELS

2.1) EMAIL SUPPORT

WeStock's customer support team can be contacted via its customer success email: customersupport@westock.io. Please make sure to contact us via your email registered with your dashboard account.

2.2) CHATBOT

A support icon is available on the dashboard and allows you to open a ticket, look for answers in the knowledge base, and directly chat with a Customer Success Manager.

2.3) SELF-SERVICE KNOWLEDGE BASE

Resource guides, recorded webinars, tutorials, and other articles on anything you need to know about implementing our products are available 24 hours via a self-service knowledge base.

2.4) CALLS AND MEETINGS

For the Scale Tier (only), calls and meetings will be held on a monthly basis to determine and implement the consumer-led growth playbook over the course of a specified timeline.

3) CUSTOMER SUPPORT BY TIER

3.1) ESSENTIAL TIER

The WeStock Customer Success team will respond to general inquiries within 2 business days.

For specific product-related questions, the response rate will be 8-16 business hours. Product-related includes questions about:

Sharing examples for form rollout and sharing
Sharing examples for summarizing and presenting WeStock data
Generating links and QR codes

3.2) SCALE TIER

The WeStock Customer Success team will respond to general inquiries within 1 business day.

For specific product-related questions, the response rate will be 6-12 business hours. Product-related includes questions about:

Sharing examples for form rollout and sharing
Generating links and QR codes
Providing information about setting up one or more SMS campaign
Providing information about requesting a buyer-ready report
Providing information about integrating Klaviyo and uploading store and other audience lists

4) CUSTOMER SUPPORT BY PRODUCT ADOPTION

4.1) SMS CAMPAIGN

The WeStock Customer Success team will create SMS campaign pages within 2 business days. Time required for making any requested edits will depend on the expected campaign launch date and the feasibility of the proposed edits.

4.2) BUYER-READY REPORT

For the Scale Tier (only), the WeStock Customer Success team will generate a buyer-ready report (general, retailer-specific, or region-specific) within 2 business days.

5) ISSUE RESOLUTION

5.1) PAYMENT ISSUES

For all customers, we will resolve payment issues within 24 business hours.

5.2) DASHBOARD ACCESS ISSUES

For all customers, we will resolve dashboard access issues within 24 business hours.

5.3) TECHNICAL ISSUES

For all customers, we will resolve technical issues within 48 business hours.

6) CHANGES TO THIS SLA

WeStock may modify this Service Level Agreement at any time. If any modifications result in a decrease in the level of service, WeStock shall notify the Brand Customer by posting an announcement on its sites and/or by sending an email.

Last update: January 8, 2024