Customer Success SLA

Last Update: May 2025

Please read these Customer Success SLA carefully before using Our Service.

Customer Success Guarantees & Responsibilities

If the client has selected a service package with RMS, support during the onboarding phase includes property listing creation, connectivity to the main OTAs, and historical booking data importation. The Client is required to provide all necessary materials, such as completed forms, photos, booking data, logins, etc., in a timely manner to avoid delays.
A designated Account Manager will be assigned to manage cases, with support from the mr.alfred team.
Up to 6 hours of PMS training will be provided to the Client's team members following onboarding. These hours can be scheduled over multiple sessions, with each session not exceeding 3 hours unless otherwise specified in the signed contract with mr.alfred.
Supporting documents, tutorial videos, pre-recorded training sessions, and help center articles will be provided for better understanding of the PMS, both for current features and future releases.
All email communications will include the Client's main contact and the designated sender. Additional stakeholders, such as third-party providers, will be looped in as necessary.
Any cases requiring mr.alfred team assistance will be managed according to the priority classification and response times outlined below, provided that the Client submits the query, request, or issue to support@mralfred.com.

After onboarding is complete, the Customer Success team will classify Client cases based on the following priority levels:

URGENT :

Any ticket submitted by a Client with VIP status (+100 properties).
Issues that could have a financial impact on the Client or mr.alfred.
Critical bugs that severely impact the Client's ability to use the mr.alfred PMS.
Potential churn (Client indicates intent to leave mr.alfred).
Overbooking/double bookings.
Significant loss of functionality impacting the majority of the Client’s listings or daily operations.

HIGH :

NORMAL :

Tickets with moderate impact on operations, where no financial loss occurs and a reasonable workaround exists.
Individual training requests.
Development requests (subject to fees based on complexity).
Requests for new channel connections.
Connection errors, cancellations, payments, or other errors.

LOW :

Note: Resolution times will vary depending on the complexity and scale of the ticket.

Clients must report any service errors, inconsistencies, or suspected issues within sixty (60) calendar days from the date the issue occurred or was reasonably discovered. Claims submitted after this window may not be eligible for review, credit, or refund.
In exceptional cases (e.g. data integrity or confirmed security issues), mr.alfred may, at its discretion, choose to investigate issues outside the 60-day window.
All claims must include supporting documentation (e.g., screenshots, booking references, date/time stamps) to be considered valid for review.

Public Holidays and Weekends: Response and resolution times may be affected.
Business Hours: Calculated from 9:00 AM to 6:00 PM Gulf Standard Time (GST)
Phone Calls: Cases submitted by phone are not guaranteed SLA timing; please email support@mralfred.com.
Training Requests: Must be made at least 3 days in advance.

Tier 1: Escalation to assigned Account Manager if resolution exceeds SLA.
- Response: Within 8 business hours
Tier 2: Escalation to Head of Product & Operations or Head Office Manager.
- Response: Within 8 business hours with a resolution plan
Tier 3: Escalation to Executive Team if unresolved or business-critical.
- Response: Within 12 business hours
- Updates provided every 12–24 hours until resolution

Natalia Sánchez – Head of Product and Operations
natalia@mralfred.com

Oriol Plana – CEO
oriol@mralfred.com