NTWRK strives for ways to create a better post-purchase experience for our users and customers. To achieve this, we are seeking to make improvements in two areas:
1) Transparency and accountability in relation to handling and fulfillment performance across the NTWRK Marketplace
2) Transparency and accountability in creator responsiveness related to customer inquiries.
To better serve our mutual users and customers, we are establishing service level agreements (SLAs) across the NTWRK Marketplace.
Creator Service Level Agreements (SLAs)
Terms and definitions:
|
Term |
Definition/ Context |
|---|---|
|
Customer Service Responsiveness |
Customer Service on the NTWRK Marketplace is a collaborative effort. In order to address customer inquiries in an efficient manner, we require your support in responding to our team in a timely manner. |
|
Handling & Fulfilment Performance |
Timeframe of fulfilment starts from the time a customer places an order to when tracking has been populated in Shopify. |
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|
SLA #1 (Order Fulfilment): |
All orders with inventory that are in stock / on hand are required to be fulfilled within 5 business days. |
|---|---|
|
SLA #2 (Order Fulfilment): |
For products that are pre-sale or made to order, handling times quoted to consumers must be strictly adhered to. |
|
SLA #3 (Response Time): |
Customer service inquiries escalated to your team must be responded to within a 48 hour period. |
Tracking Underperformance and Improvement
NTWRK’s Platform Operations team will track your performance to ensure that the established SLAs are being met. Our Platform Operations team will follow up with you to provide insight on your performance metrics over a 30 / 60 / 90 day period. In areas where we see underperformance, our Platform Operations team will work directly with you to refine your business operations and in turn improve your performance metrics. Please note, if you are unable to meet these SLAs, NTWRK reserves the right to refund orders and reduce payouts in an effort to protect our Platforms post-purchase experience.