Essential Tier - Service Level Agreement
1) GENERAL RESPONSES :
A. SLA Response Rate :
WeStock provides 99.2% customer response times for all its tiers as indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).
B. SLA Response Timeframes :
The WeStock Customer Success team will respond to general inquiries within a maximum of 2 business days.
For specific product-related questions, we will respond in 8-16 hours, within business hours. Product-related includes questions about:
- Sharing examples for form rollout and sharing.
- Generating links and QR codes.
- Sharing examples for summarizing and presenting WeStock data.
C. Issue Resolution :
Payment Issues :
For all customers, we will resolve payment issues in 24 hours, within business hours.
Dashboard Access Issues :
For all customers, we will resolve dashboard access issues in 24 hours, within business hours.
Technical Issues :
For all customers, we will resolve technical issues in 48 hours, within business hours.
2) CUSTOMER SUPPORT - HOURS OF OPERATION :
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 :
A. 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.
B. Chat Bot :
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.
C. Self-Serve 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.
4) CUSTOMER SUPPORT FOR PRODUCT ADOPTION
A. Buyer Ready Report :
The WeStock Customer Success team will generate a buyer-ready report (general, retailer-specific, or region-specific) within 2 business days.
5) 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 website and/or by sending an email.
Last update: January 15, 2024