1. Introduction:
- This SLA details the agreement between EventMobi and the customer for the badge printing service. It defines the responsibilities, standards, and expectations of both parties.
2. Service Description:
- EventMobi offers a badge printing service that involves receiving customer orders, processing them, printing the badges on firm laminated stock, and then shipping them to the customer's provided address. The entire process, from design submission to delivery, will span five business days.
- The sequence of events:
- Customer submits final badge design.
- EventMobi communicates order receipt and processing updates.
- Badges are printed and prepared for shipment.
- Badges are delivered to the customer within five business days.
3. Responsibilities:
- EventMobi: Process orders within 24 hours of receipt, ensure quality checks, offer support responses within 12 hours of a query, and ensure delivery commitments are met.
- Customer: Provide definitive design specifications, acknowledge order updates, and communicate any changes within 12 hours of order submission.
4. Turnaround & Delivery:
- Orders will be delivered five business days after the submission of the final design by the customer.
- Delivery commitments for standard shipping are 3-5 business days.
5. Service Performance Monitoring:
- Performance metrics include adherence to turnaround time, customer satisfaction, and design specification fidelity.
- Quarterly reviews will be conducted.
6. Issue Resolution & Escalation:
- Initial concerns should be addressed to EventMobi's customer support team.
- Escalated issues will be addressed within 48 hours.
7. Compensation & Penalties:
- Customers may be entitled to refunds for significant deviations from design specifications or other agreed-upon service metrics. EventMobi is not responsible for third-party shipping delays.
8. Confidentiality & Data Protection:
- EventMobi commits to confidentiality and will ensure compliance with CCPA, GDPR, and will sign a DPA. Necessary customer data will only be shared with trusted third parties essential for order fulfillment.
9. Additional Costs:
- Services not explicitly covered in this SLA, such as specialized packaging, may incur additional fees. Any such costs will be communicated and agreed upon in advance.
10. Glossary:
- Business Day: Any official working day, excluding weekends and public holidays.
- DPA: Data Processing Agreement, ensuring the lawful processing of data.
11. Agreement, Compliance, & Sign-off:
- By using EventMobi's badge printing service, the customer acknowledges and agrees to these terms. Both parties will sign to validate the agreement, ensuring a clear understanding of the outlined responsibilities and potential costs.