NPE SLA Policy
1. Purpose
This SLA outlines service expectations for Coaching and NPE RAINMAKER™.
2. Services Provided
Coaching
Education in the Members Area (lessons, resources, and tools)
NPE RAINMAKER™
3. Service Availability
Coaching Support (via Slack or Support Tickets):
Responses are provided within 24 business hours, excluding Company Holidays and NPE Events.
Coaching Calls:
See the call schedule in the Members Area.
Technical Support:
Available via:
AI Chat Bot
Support Articles
Knowledge Base
- Support Desk
NPE RAINMAKER™ courses in the Members Area
(Note: 1:1 technical support calls or Office Hour calls are not available.)
NPE RAINMAKER™ Uptime:
99.9% uptime guarantee, with advance notice for scheduled maintenance.
4. Support and Response Times
Coaching & General Inquiries
Responded to within 24 business hours (excluding holidays and NPE events).
Refunds/Cancellations/Concerns
Clients are contacted via email through the Support Center within 24 business hours.
The message will:
Acknowledge the concern/request.
Explain that the team will review and respond with next steps within 5 business days.
Reference the company’s policies, managed according to the terms of the client’s agreement.
Technical Support
Critical: Response within 1 business day; best effort to resolve within 24 business hours.
High Priority: Response within 1–2 business days; resolve within 48 business hours.
Low Priority: Response within 2–3 business days; resolve within 72 business hours.
5. Client Responsibilities
Complete assigned tasks in the Members Area.
Attend and participate in scheduled calls weekly.
Engage on their NPE Program Slack Channel for updates and coaching support.
Provide screenshots and videos (videos are better) when submitting technical issues via Support Desk.
6. Performance Metrics
Uptime: 99.9% for NPE RAINMAKER™
Coaching Quality: Monitored through client feedback.
7. Escalation Procedures
If an issue is not resolved within the stated timeframes, it will be escalated to higher management. Clients will be informed of the status.
8. Review
This SLA is reviewed annually.
