Service-Level Agreement (SLA)
Company shall continuously monitor and manage the Hosted Services to optimize availability of Giftbit Services. Such monitoring and management shall include:
(a) proactive monitoring of all Hosted Service functions, servers, firewall and other components of Hosted Service security; and
(b) if such monitoring identifies, or Company otherwise becomes aware of, any circumstance that is reasonably likely to threaten the availability of the Hosted Services, taking all necessary and reasonable remedial measures to promptly eliminate such threat and ensure full availability.
Company will use commercially reasonable efforts to make the Giftbit Services available with a monthly uptime percentage of at least 99.95%.
Company hosts its service on the Amazon Elastic Compute Cloud (Amazon EC2) platform, which offers a highly reliable environment with a 99.95% availability for each Amazon EC2 Region. Company strives to match the Amazon EC2 platform uptime. For more information on Amazon EC2 uptime and availability, please refer to: http://aws.amazon.com/ec2/.
The Company’s service is provided as is; Company offers no guarantee or warranty regarding uptime. As of July 18, 2013 the Company achieved parity with Amazon EC2 uptime and strives to maintain that level of service.
The Company aims to provide the best service possible, simply because it is in the Company’s best interest to do so. If at any point you are unhappy with the service, please contact firstname.lastname@example.org. Customer’s failure to report problems or issues, or provide other information as required, may disqualify Customer from receiving a Service Credit or from having issues resolved as quickly as possible.
The term deliverability refers to the likelihood that an email message you send will actually arrive at its intended destination. The Company utilizes Amazon Simple Email Service (Amazon SES) as our email service provider. Amazon SES is an outbound-only email-sending service built on the reliable and scalable infrastructure that Amazon.com has developed to serve its own customer base. Along with high deliverability, Amazon SES provides built-in notifications for bounces, complaints, and deliveries. For more details on deliverability, see http://aws.amazon.com/ses/details/. The Company offers no guarantee or warranty for email delivery. The Company strives to achieve better than industry standard deliverability rates. The Company maximizes deliverability by adding valid SPF and DKIM headers to every outgoing email.
Support Level Agreement
Company aims to provide the best customer support and support turnaround possible. We target 100% customer satisfaction, and believe a responsive and transparent support service is key to customer success.
Technical support is available via email at email@example.com. For additional online support, Company uses Intercom, an industry standard in web-based customer communication and support.
Company offers all customers phone support at 1-877-554-2186, available on business days between 8am and 6pm Pacific time. Additional support windows on weekends and holidays are available as part of high volume contracts. Company strives to respond to all support issues within 24 hours of receipt.
The Service Commitment does not apply to performance issues: (i) that result from an account 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 Company; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (v) arising from our suspension and termination of your right to use the Company’s Services. If availability of our service is impacted, we may issue a Service Credit considering such factors at our discretion. A Service Credit is a dollar credit, calculated by Company, that Company may credit back to an eligible Customer account.
Giftbit is a rewards and incentives service that allows customers to send customizable, trackable digital gift cards to recipients over email.
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for messages with commercial content. Commercial content advertises or promotes a commercial product or service.
Please review CAN-SPAM Act at http://www.ftc.gov/tips-advice/business-center/can-spam-act-compliance-guide-business
Most Giftbit account holders use the service in ways that are exempt from CAN-SPAM. Giftbit is primarily used by Giftbit account holders to send transactional or relationship content, which facilitates an already agreed-upon transaction or updates a customer about an ongoing transaction, or other content, which is neither commercial nor transactional or relationship.
Giftbit Terms of Service requires all Giftbit account holders to use our service in ways that are compliant with the CAN-SPAM Act. If you violate this policy, we may suspend or terminate your account.
Giftbit account holders agree not to use deceptive subject lines in the gift emails. The subject line must accurately reflect the content of the message.
Recipient lists can be added to Giftbit if they meet the following criteria:
- People who have opted in to your list on your own website
- People who have opted in to receive emails from you offline
- People who opted in to receive emails from you at a co-registration site
- People you’re sending to on behalf of your customer, and they comply with the above.
- People who purchased one of your products, or attended an event, and gave you their email address so they could receive updates from you.
- Your internal employee list
- Press releases sent to reporters who signed up at your website
Giftbit delivers gift offers to recipients on behalf of Giftbit account holders.
- From address: (Account Holder Name) via Giftbit <firstname.lastname@example.org>
- Reply-to address: (Account Holder Name) (<account holder email>)
Giftbit has a clear and conspicuous unsubscribe link in all gift emails, which enables recipients to opt out of receiving future gift emails from you. Opt-out requests are processed automatically and immediately. Giftbit account holders will receive a notification email if a recipient opts-out. It is uncommon for recipients to opt-out of gift emails.
If you have any questions about CAN-SPAM compliance and Giftbit, please contact us at email@example.com.
Last Updated: January 4, 2021