Two different Support Level Agreements (SLAs) are being introduced.
To further improve service and support, Selecdoo is introducing a new SLA feature, comprising two different Service Level Agreements.
To enhance service and support, Selecdoo introduces a new feature—two distinct Service Level Agreements (SLAs) tailored to different needs. Here’s a breakdown of what each SLA offers and how they differ:
Standard SLA - available to everyone at no cost (€0.00)
Premium SLA - available for a monthly fee (€475.00)
Differences in services provided by each SLA:
| Service | Standard SLA | Premium SLA |
|---|---|---|
| Response Time (Weekdays) | min. 72h | max. 24h |
| Standard Email Support | Yes | Yes |
| Priority Email Support | No | Yes |
| Telephone Support by Appointment | No | Yes |
| Proactive Publisher Communication | No | Yes |
| Standard Publisher Communication | Yes | Yes |
| Partner Voucher Requests | Yes | Yes |
| Exclusive Partner Voucher Requests | No | Yes |
| Posting Publications | Yes | Yes |
| Prioritized Posting Publications | No | Yes |
| Standard Reporting | Yes | Yes |
| Customized & Automated Email Reportings | No | Yes |
| Platform Self-Service | Yes | Yes |
| Platform Managed-Service | No | Yes |
| Direct Shop Proposals to Publishers | No | Yes |
| Import of Vouchers at Top Publishers | No | Yes |
| Annual Free Strategy Consultation | No | Yes |
| Proactive Action Reminders by Account Manager | No | Yes |
Highlights of the Premium SLA:
Priority Email Support:
Your email inquiries are prioritized, ensuring quick resolutions especially during urgent situations.
Telephone Support:
Schedule phone calls for real-time support with Selecdoo.
Proactive Publisher Communication:
Selecdoo proactively promotes your shop to relevant partners/publishers, enhancing visibility.
Exclusive Partner Voucher Requests:
Partner requests for vouchers are sent exclusively to you, ensuring that if you do not respond or decline, they are not forwarded to another shop.
Prioritized Posting Publications:
Your postings are processed faster and included in weekly newsletters, boosting your visibility.
Customized & Automated Email Reportings:
Receive weekly detailed reports comparing current performance with previous weeks.
Managed-Service Platform:
Selecdoo handles all necessary platform activities, minimizing your need to log in.
Annual Free Strategy Consultation:
Collaboratively review your performance annually to develop tailored strategies for your shop.
Booking the Premium SLA:
- You can book the Premium SLA by sending an email. Selecdoo will prepare an offer for you to sign, after which you will be enabled for Premium SLA services.
Testing the Premium SLA:
- Testing is not available for the Premium SLA due to the significant preparatory work and operational costs involved.
Duration of SLA Agreement:
- The SLA contract lasts for 12 months, reflecting the upfront work needed for these services to take effect effectively.
This structured approach ensures that shops can choose the level of support that best fits their operational needs and budget, enhancing the effectiveness of their partnership with Selecdoo.