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Our Customer Promise

Customer Promise (SLA - Service Level Agreement)

Updated over a week ago

Our Customer Promise

At ClubRight, we want to ensure that you are getting the most out of the software, to enable you to grow your business. We are here to help make that possible.

If we ever fail to deliver on this "Customer Promise" to you, we want to know about it straight away.

We are pleased to outline our commitment to you.

Our Customer Promise has 3 main points to provide you with the peace of mind that we are here when you need us.

  1. We will respond to your initial request for help, using our Online messaging service (The Orange button) within 60-minutes.

  2. If we cannot solve your query Online, within the first 24-hours, we will arrange to call you & discuss it further.

  3. If the issue goes beyond 24-hours, we will keep you up to date via our Online Messaging service (The Orange button), whilst we work on a resolve for you.

Our aim is to resolve 100% of your questions within 24-hours. In the majority cases we will achieve this unless it does require more in-depth technical diagnosis. If this is the case, we will keep you up to date with our progress as per point 3 above.

PLEASE NOTE: Our Customer Success Team operates on the Orange Button, as laid out below

  • Weekdays: 9.00am to 5.00pm.

  • Requests made after 4:30pm will be answered the next working day.

  • We are closed at weekends, Bank Holidays Christmas and Easter

  • For your Peace of Mind, we are always monitoring the system behind the scenes, to ensure your access to the software is available.

Help Us to Help You

These words could not be more important so that we are able to help you in a timely fashion.

  • ClubRight does many fantastic things, but there are times when you may need to know more about how to use them. We find that it is more about us understanding what you are looking to do/achieve, so therefore we need to ask some questions first, so that we can then show you how to do it in ClubRight. If you are ever unsure on how to do something, please ask, we are here to help.

  • If you are trying to do something in ClubRight and it is not allowing you to achieve it, please do not automatically think that something is broken. In most cases, we find that it is most likely not setup correctly, so please remember that we are here to help you.

  • The Customer Success Team use one central place for communication. This is the "Orange Button". If you try and contact any of the team by any other method, such as (& not limited to), SMS, WhatsApp, Facebook Messenger, or even an email to an individual member of the team, we cannot guarantee that we will see it - This is the last thing we want to happen of course. The Orange button has a full audit trail, it records our response times, and it allows us to support you properly as a team should any of us be off sick, busy, or on holiday. We also like to get feedback from you on how we are doing.

  • There is always the rare chance that something has gone wrong with ClubRight. If it does, please let us know straight away - We are here to fix it, that is a given.

    The final point that we would like to make is - We are all human beings, just like you, and we enjoy being nice and helpful. Sometimes we will make mistakes, although this is not often, so please remember that we are always keen to help you.

Thank you,
The ClubRight Team

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