Purpose


The purpose of this Service Level Agreement is to describe the key support services the Network team provides and the quality standards we intend to maintain for the Croudie Network.

 

Service Access

Croudies access the Croudie Help Centre.


For the following points, Croudies should email : croudsupport@croud.com

  • Croud Control support and bugs
  • Finance or invoicing queries
  • Complaints 
  • General enquiries and feedback

For these points, Croudies should email the job issuer:

  • Clarification on a task or brief
  • Feedback on a task
  • Client information with regards to a brief or task


Service Availability

  • Croudie Help Centre: 24/7
  • Service Hours:  Monday to Friday, 9 am to 5:30 pm GMT


Service: Daily Points of Contact

  • Juliana Faustino - Senior Croudie Operational Manager
  • Caitlin Verrilli - Croudie Operations Executive
  • Amy Mason - Croudie Operations Executive
  • Braian De Paula - Croudie Operations Manager


Service: Escalation Point of Contact

  • Heidi Ayton - Chief of People Process


Service Level Agreement


Croud's Network Team will strive to respond to all requests as quickly as possible. 


During service hours, our pledge is:

  • Acknowledgement of email: Immediate auto-response
  • Notification of assigned Croudie Network contact person: 4 hours
  • Response to urgent email: 4 hours*
  • Return missed telephone calls: 4 hours
  • Resolution of general enquiries: 24 hours
  • Resolution of complex issues: 7 days
    *Urgent emails within 4 hours of receipt during working hours will only apply if the email contains ‘Urgent’ in the subject line.
     

Review and Amendments


This service level agreement will be reviewed annually as part of the annual planning process and any changes will be agreed with the network team stakeholders.  Changes made to this agreement will be signed off by the network team annually and announced to Croudies via email.


Network Target


The Network Team focuses on:

  • Ensuring all enquiries are answered and tracked
  • Ensuring SLAs are adhered to
  • Improving current resolution time
  • Improving communication of progress
  • Improving first response completion rate


Service Users and Terms


Croudie - A self-employed person engaged by The Company to undertake specific and discrete tasks, paid at a pre-agreed hourly rate.


Network Support Team


Heidi Ayton - Chief of People Process

Juliana Faustino - Senior Croudie Operations Manager

Amy Mason - Croudie Operations Executive

Caitlin Verrilli - Croudie Operations Executive

Brian De Paula - Croudie Operations Manager