Service Policies

Customer Service: Client Turnaround Timeframes

1. All inbound emails and phone calls to eCellar Support ( supportteam@ecellar1.com and 707-942-9700 Opt. 1) will be acknowledged same day if left by 3PM Pacific Monday-Friday, otherwise next business day.

   
   

2. A single point of contact with backup person per client is strongly recommended for best communication flow.

   
   
3. Evening and weekend support:

   1. eCellar error (that prevents ordering): We fix (asap) else NBD (next business day).

      User error: Wait until next business day for Support to address, or $225/hour ($300 holiday) to address/fix. 

      Common (but not limited to) weekend support pitfalls to avoid (by not testing and making changes on a Friday afternoon) include:

      1. Printer/cash drawer failure due to POS browser upgrade
      2. New product error (no inventory)
      3. Duplicate customers in system
      4. Discount error (auto‐discount applying/not applying)

   2. Emergency after-hours support via telephone voicemail: 707-942-9700 Opt. 1.

      
      
4. What’s not billable (included in monthly fees):

   1. General eCellar application support to trained personnel (M-F 8:30AM to 5PM).

      
      
5. What’s billable - The standard billable rate is $150/hour - billed in 15min increments. (Your advanced notice is appreciated!).
   1. Non-trained personnel Q&A
   2. New personnel training
   3. Any training/service work that relates to that particular client’s business
   4. User error (e.g. investigation of improper setup of product/inventory/discount/etc.)
   5. Anything a client can do in our system but delegates to Team eCELLAR

6. Meeting Cancellation Policy - We understand things come up and rescheduling Zoom or phone meetings may occur from time to time.
   1. A one-time cancellation or rescheduling will be allowed.
   2. A second cancellation, without at least 24 hours notice, will be billed at .25 hours according to the standard billing rate.

Customer Service: Internal Response/Turnaround Timeframes

Priority handling of issues by all eCellar/MLN staff (customer service/developers/management) shall be in the following priority order:

1. Immediate Response:
   1. Clients/consumers cannot place orders due to eCellar error.
   2. Clients cannot create/launch offerings, email campaigns, due to eCellar creation/error.
2. 3-5 day minimum: 
   1. Clients need assistance to create/fix new club/allocation offerings, including email campaigns.
3. Clients desired eCellar functionality based on ICB need (TBD by management).