Customer Success SLA

Last Update: September 2023

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 :

HIGH :
Tickets that affect the Client’s daily operations but do not result in immediate financial loss or major disruption. Examples include:

NORMAL :

Tickets with moderate impact on operations, where no financial loss occurs and a reasonable workaround exists. Examples include:

LOW :
Tickets with minimal impact, causing no disruption or financial loss to the Client’s operations. Examples include:

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

Public Holidays and Weekends: Response and resolution times may be affected by holidays or weekends.
Business Hours: Response times are calculated based on business hours (9:00 AM to 6:00 PM).
Phone Calls: Response times cannot be guaranteed for cases submitted via phone. To ensure appropriate response times, please email support@mralfred.com with the details of your issue or query.
Training Requests: Additional training sessions must be requested at least 3 days in advance of the desired meeting date.

If the response or resolution times outlined in this SLA are not met, the following escalation process will be followed:

Tier 1: If the issue is not resolved within the specified SLA timeframe, it will be escalated to the assigned Account Manager.
- Response Time: The Account Manager will respond within 8 business hours with an update on the case status and next steps.
Tier 2: If the issue remains unresolved after Tier 1 escalation, it will be escalated to the Head of Product and Operations or the Head Office Manager.
- Response Time: Leadership will respond within 8 business hours and provide a resolution plan.
Tier 3: If the issue still persists or is business-critical, it will be escalated to the Executive Team.
- Response Time: The Executive Team will respond within 12 business hours, and an immediate action plan will be communicated.

Follow-Up: For unresolved cases, updates will be provided every 12-24 hours until resolution.

Bhavya Gandhi – Revenue and Performance
bhavya@mralfred.com

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