Service Level Agreements
At Cleeng Hi5, we prioritize the satisfaction and experience of your viewers. Our Service Level Agreements (SLAs) are meticulously crafted to ensure swift and efficient resolutions by our expert Customer Success Team. We offer a comprehensive support system that caters to the diverse needs of broadcasters and their audiences.
Instant SLAs for Comprehensive Support
Our commitment to instant SLAs ensures over 90% of user inquiries are resolved swiftly across various support channels. This approach, illustrated in the funnel graphic below, demonstrates our one-door strategy for customer support and its positive impact on efficiency and SLA adherence.
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Help Center:
With over 80% of users self-serving through comprehensive FAQ articles, intuitive categories, and search functionalities, we provide instant access to information and troubleshooting solutions, significantly reducing the need for direct support intervention.
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Chatbot Support:
Approximately 13% of users interact with our AI-driven chatbot, achieving an impressive 73% automatic resolution rate. This ensures that most inquiries are resolved instantly, while complex issues are seamlessly transitioned to our ticketing system.
Chatbot Support SLA
| Instant SLA - available 24/7 |
| Consumers shall be provided first response instantly for 100% of inquiries |
| In case the consumer can’t be supported effectively by Chatbot, it will offer ticket creation |
Expert agents, ready when you need them
Our dedicated Customer Success team, based in Manila and operating 24/7, leverages AI-powered linguistic tools to provide personalized email support 29 languages. For those 3% of inquiries needing a personal touch, our dedicated team is here to provide swift, effective solutions.
Essential Viewer Email Support SLA - Outside Live Events
| Essential 24 hour SLA are as follows | |
| A | Consumers shall be provided first response within 24 hours for 85% of inquiries |
| B | Consumers shall be provided first response within 36 hours for 10% of inquiries |
| C | Consumers shall be provided first response within 48 hours for 5% of inquiries |
| Would Cleeng fail to deliver such standards, the following discount on monthly invoice would apply | |
| A | If avg response is greater than 24 hours but lower than 36 - discount of 10% shall apply on next invoice |
| B | If avg response is greater than 36 but lower than 48 - discount of 45% shall apply on next invoice |
| C | If avg response is greater than 48 - maximum discount of 50% shall apply on next Cleeng – Confidential & Proprietary invoice |
Note:
- The Essential Viewer Email support SLA fees are applicable to all users.
- If an escalated viewer inquiry necessitates broadcaster input, the designated coordinator from the broadcaster's side must respond within 24 hours. In the event of priority 1 end-user issues and no response from the Product Team, please contact Broadcaster as the primary point of contact.
- The SLA is contingent on the average contact rate. Depending on the actual average contact rate, additional charges may be incurred. For a detailed understanding, please refer to section 7th Service Level Agreement of the Master Service Agreement.