RevTrax OMP Service Level Agreement

Client Services Offerings	Lite	Bronze	Silver	Gold	Platinum
OMP Access: Ability to login for reporting dashboard, custom reports, promotion campaign checklist, customer service solution and more.	Reporting	Reporting Dashboard Campaign Checklist Channel access based on contract Customer Service Portal (Engagement History access)	Reporting Dashboard Campaign Checklist Channel access based on contract Customer Service Portal (Engagement History access)	Reporting Dashboard Campaign Checklist Channel access based on contract Customer Service Portal (Engagement History access)	Reporting Dashboard Campaign Checklist Channel access based on contract Customer Service Portal (Engagement History access)
Onboarding	Campaign Checklist training materials Reporting Training Call	Campaign Checklist training materials 1x Reporting training call (agency + client) Campaign Planning kickoff call with agency (parameters/tags)	Campaign Checklist training materials 2x Reporting training call (agency + client) Campaign Planning kickoff call with agency (parameters/tags)	Campaign Checklist training materials 3x Reporting training call (agency + client) Campaign Planning kickoff call with agency (parameters/tags)	Campaign Checklist training materials As needed Reporting training calls (agency + client) Campaign Planning kickoff call with agency (parameters/tags)
Team and Resources	Client Services Alias queue-based system (non-dedicated) that traffics offer request for production and offer deliverables to client Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting	Client Services Alias queue-based system (non-dedicated) that is responsible for campaign functionality, offer deliverables, and set up of automated reports Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting	Dedicated Client Partner & Client Services Manager who is responsible for campaign functionality, offer deliverables, and set up of automated reports Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting	Dedicated Client Partner & Client Services Manager who is responsible for campaign management, strategic deliverables, quality of work, and service performance Operations Team that is responsible for campaign setup, QA, and troubleshooting Access to Technical Account Manager for special projects	Dedicated Client Partner & Client Services Manager who is responsible for campaign management, strategic deliverables, quality of work, and service performance Operations Team that is responsible for campaign setup, QA, and troubleshooting Access to Technical Account Manager for special projects Access to client's project management system Access to Data Science team including (2) reviews a year
Custom Development Work	Not applicable	Per hour charge	Per hour charge	Per hour charge	Per hour charge
Campaign Services and Consultation	Automated reporting - reviewed during kickoff call Access to dashboard for self-service reporting Additional fees for external API integrations Standard RevTrax work flows included	Automated reporting - reviewed during kickoff call Access to dashboard for self-service reporting Additional fees for external API integrations Standard RevTrax work flows included	Automated reporting - reviewed during kickoff call Access to dashboard for self-service reporting Additional fees for external API integrations Standard RevTrax work flows included Monthly status calls Mid-year business review	Automated reporting - reviewed during kickoff call Access to dashboard for self-service reporting Custom reporting Additional fees for external API integrations Additional fees for custom work flows Bi-weekly status calls Qrtrly/monthly Program Reviews Bi-annual on-site visits Annual review	Automated reporting - reviewed during kickoff call Access to dashboard for self-service reporting Custom reporting Additional fees for external API integrations Additional fees for custom work flows Weekly status calls Program Reviews Quarterly on-site visits Quarterly business review Annual review Opportunity to beta test new product functionality prior to full release Access to Data Science team including (2) reviews a year
Hours	9a-6p EST Standard Working Hours	9a-6p EST Standard Working Hours	9a-6p EST Standard Working Hours	9a-6p EST Standard Working Hours	9a-6p EST Standard Working Hours
Response Times	Urgent Production Issue: 4 business hours* General troubleshooting: 3 business days* Promotion setup: 5 business days	Urgent Production Issue: 4 business hours* General troubleshooting: 3 business days* Promotion Modification request: 3 business days Promotion setup: 5 business days Ad Hoc reporting: 3-5 business days, depends on request	Urgent Production Issue: 4 business hours* General troubleshooting: 3 business days* Promotion Modification request: 3 business days Promotion setup: 5 business days Ad Hoc reporting: 3-5 business days, depends on request	Urgent Production Issue: 3 business hours* General troubleshooting: 2 business days* Promotion Modification request: 3 business days Promotion setup: 5 business days Ad Hoc reporting: 3-5 business days, depends on request	Urgent Issue: 3 business hours* General troubleshooting: 2 business days* Promotion Modification request: 3 business days Promotion setup: 5 business days Ad Hoc reporting: 3,-5 business days, depends on request Platinum Client requests are prioritized.

*Urgent: Offer management platform is responsive, but an offer appears to not be accessible across all consumers who received the offer.

*General: Offer management platform is responsive and offers are accessible, but an unusually high volume of consumer complaints have been received.