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ESS Attendance Application
Quick Expense ScannerThis Support Service Level Agreement ("SLA Appendix") forms an integral part of the Enerpize Global Reseller Agreement between Enerpize LLC ("Enerpize") and the approved reseller ("Reseller"). This Appendix defines mandatory support responsibilities, response-time standards, escalation rules, and enforcement mechanisms required for participation in the Enerpize Global Reseller Program.
1. Purpose of the SLA
This SLA exists to ensure professional, reliable customer support; clear separation of responsibilities; predictable response expectations; and proper escalation and accountability. Resellers are required to provide first-level support. Enerpize provides second-level and technical support.
2. Support Responsibility Levels
Reseller — First-Level Support (Mandatory)
Reseller is responsible for all customer-facing, front-line support, including:
- Basic account assistance: password resets, user access issues, roles and permissions guidance
- Onboarding & training: initial product walkthroughs, basic functional training, explaining standard workflows
- General troubleshooting: user misunderstandings, reproducible issues the reseller can explain, regional or workflow clarifications
- Ticket qualification: identify whether an issue is user-related or technical, collect steps to reproduce, gather screenshots or recordings
- Customer communication: maintain timely, professional communication and keep customers informed of status and next steps
Enerpize — Second-Level Support
Enerpize handles all advanced or platform-level issues, including system bugs or defects, backend or server-side issues, API and integration problems, payment processing failures, advanced configuration, and security, compliance, or legal matters. Enerpize does not provide routine onboarding, basic training, or workflow explanations the reseller can handle.
3. Reseller Response-Time SLAs
Initial Customer Response
Reseller must respond to all customer inquiries within two (2) business days. This applies to email, tickets, calls, and messages.
Escalation to Enerpize
If the Reseller cannot resolve an issue, escalation must occur within one (1) business day of determining it requires Enerpize support. Delays for convenience or customer pressure are not acceptable.
Customer Follow-Up
Reseller must provide updates upon issue receipt, after escalation, after Enerpize feedback, and upon resolution. Minimum update frequency: every 3 business days while open.
4. Escalation Process
Pre-Escalation Requirements
Before escalation, Reseller must provide a clear issue description, steps to reproduce, screenshots or recordings (when applicable), customer account details, and expected vs. actual behavior. Enerpize may reject escalations that lack sufficient detail.
Escalation Channel
All escalations must be submitted through Enerpize's designated partner support channel.
Enerpize Response Targets
Enerpize will acknowledge partner-escalated support tickets within 2 business days, and provide a resolution plan for complex technical issues within 5 business days. Resellers have access to a dedicated partner support channel via the Partner Portal.
5. Issue Priority Definitions
Enerpize determines final priority classification.
- P1 — Critical: platform outage; login failure affecting multiple users; payment system failure; data loss or corruption.
- P2 — High: major functionality blocked for a customer; integration failures; severe performance degradation.
- P3 — Medium: non-critical bugs; feature inconsistencies; workflow issues.
- P4 — Low: UI issues; cosmetic defects; minor translation or text errors.
6. SLA Compliance & Violations
SLA compliance is mandatory. Violations include missing response-time requirements, delayed escalations, poor documentation, inaccurate or misleading communication, unsupported claims to customers, and mishandling expectations.
First breach: written notice and documented support from the Enerpize Partner Manager. Second breach within 90 days: formal performance review. Third breach within 180 days: possible tier downgrade or program suspension. Immediate termination reserved for: fraudulent customer data, confirmed NDA breach, or active competitive reselling.
7. Support Tools & Reporting
Reseller must maintain accurate support records, use Enerpize-approved tools where provided, share summaries during QBRs, and provide logs or feedback upon request. Enerpize may audit support interactions, review customer satisfaction metrics, and require corrective action plans.
8. Training & Certification
All reseller account managers must complete the Enerpize Product Certification (approximately 4 hours, online) before beginning customer onboarding. Certification is renewed annually.
Product Knowledge (40 pts, LMS pass score 80%+), Sales Process (30 pts, deal registration plus first successful onboarding within 90 days), Support Readiness (30 pts, 90%+ SLA compliance in first 6 months). Minimum credibility score for Premier Reseller tier: 80/100.
9. Cooperation & Escalation Authority
Reseller agrees to cooperate fully with Enerpize, avoid adversarial or misleading communication, and immediately report serious complaints, legal threats, or reputational risks. Enerpize reserves the right to intervene directly in critical situations.
10. Amendments & Precedence
Enerpize may update this Appendix with sixty (60) days' written notice. In case of conflict, the Enerpize Global Reseller Agreement shall prevail.
