At Loopy Loyalty, we are committed to providing you with a simple, reliable and user friendly digital stamp card solution, backed by comprehensive support resources designed to empower your success. Our support model is built around ease of use, scalability, and responsiveness, ensuring you have the tools and assistance you need while maintaining cost-effectiveness for both you and us.
How Loopy Loyalty Support Works
Loopy Loyalty is designed to be an intuitive and self-serve platform, and our support structure reflects this philosophy. Here’s how we ensure you have the help you need:
Self-Service Resources
Help Documentation: Our extensive online help center (docs.loopyloyalty.com) provides step-by-step guides, FAQs, and troubleshooting articles to address common questions and issues. Whether you're setting up your first stamp card or customizing your loyalty program, our documentation is here to guide you.
AI-Powered Support Bot: For immediate assistance, our AI bot is available to answer queries and guide you through solutions. It’s like having a support agent available 24/7!
Escalation to Engineering
If the AI bot cannot resolve your issue, it is escalated to our support team. While we strive to respond within 24 hours (and often within 4-5 hours), we do not offer dedicated phone support or guaranteed immediate responses. This approach allows us to keep costs low while maintaining high-quality support.
Platform Status
Our status page (status.loopyloyalty.com) provides real-time updates on platform performance, uptime, and any ongoing issues, ensuring you are always informed about the health of our system.
Premium Consultation
For complex needs such as deep dive integration support, or tailored loyalty program advice, we offer premium consultation services with senior team members at $195/hour.
Critical Issues and Contingency Planning
While Loopy Loyalty is designed for reliability, no technology platform can guarantee 100% uptime or instant issue resolution. This is why we emphasize the importance of contingency planning as part of your business processes.
Critical Issue SLA
For critical issues, Loopy Loyalty aims to provide an initial response within 1 hour. However, resolution times may vary depending on the nature of the issue, especially if it stems from client-side processes or external factors, such as third-party integrations (e.g., Zapier), internet connectivity, or device-specific issues.
Client Responsibility
As a platform provider, Loopy Loyalty is not responsible for your integrations or business processes. It is your responsibility to:
Develop contingency plans for scenarios where stamp cards cannot be issued or updated.
Ensure your systems are resilient and capable of handling disruptions, just as you would for other critical technologies (e.g., email servers, websites, CRM systems, payment processing, or e-commerce platforms).
Reporting Issues
If you encounter a critical issue, please report it to team@loopyloyalty.com. While we will prioritize resolving platform-related problems, you should not rely solely on Loopy Loyalty for immediate resolution. Having backup processes in place ensures business continuity.
Why This Approach Benefits Everyone
Loopy Loyalty's support model is designed to balance responsiveness with affordability. By leveraging self-service resources, AI-powered support, and a scalable escalation process, we keep costs low while providing the assistance you need, when you need it. Dedicated phone support or account managers would significantly increase operational expenses, which would ultimately result in higher subscription fees for everyone.
Our goal is to empower you to use Loopy Loyalty confidently, knowing you have access to the resources and support necessary to succeed. By taking responsibility for contingency planning and leveraging our self-service tools, you can ensure a seamless experience for your customers while maintaining cost efficiency.
Final Thoughts
Loopy Loyalty is more than just a platform—it’s a partnership. We provide the tools, documentation, and support to help you succeed, but your proactive engagement and contingency planning are equally important. Together, we can ensure that your wallet pass initiatives run smoothly and reliably.
Thank you for choosing Loopy Loyalty as your digital stamp card solution. We’re here to support you every step of the way!