SLA
Thank you for entrusting your program to the first club™. We acknowledge choosing a digital rewards provider is not easy and can be risky whenever your customer experience is at stake. We take our role in the customer journey as seriously as you do and know availability of your service is of utmost importance to provide deeper customer engagement and satisfaction. That’s why we have built for our Silver and Gold Package Clients a Service Level Agreement (SLA) to cover
the myriad of components that keep your service running at 99% uptime. Our SLA is a contract between you, the customer, and the first club™. It defines the terms of our responsibility and what happens in the rare occurrence our responsibilities are not met. We want our customers to feel at ease with their decision to working with the first club™, and knowing that we take your service uptime as seriously as you do is a company imperative.
Uptime
the first club™ guarantees our service at 99% uptime. This guarantee covers the overall service of the platform and availability of digital content whenever your customer chooses to browses the co-branded version of our solution. From time-to-time each specific category of digital content availability is subject to change based on publisher specifications and update requirements.
the first club guarantee: We will credit your account a percentage of the monthly fee for any month our service downtime falls below our minimum guarantee
Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for service for the billing cycle in which the error occurred in accordance with the schedule below.
Monthly Uptime Percentage |
Service Credit Percentage |
| Equal to or greater than 99% but less than 99.5% |
10% |
| Less than 99% |
25% |
Exclusions
The Service Commitment does not apply to any unavailability or suspension of categories of content/service: (i) that result from a suspension; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the first club; (iii) that result from the non respect of the first club Customer Agreement and terms and conditions by customer and customer’s customers.
Credit Requests
To receive an SLA credit, please contact the account manager on your site.
