1. Platform Availability & Uptime Commitments
Confetti shall use commercially reasonable efforts to make the Confetti Platform available with a Monthly Uptime Percentage of at least 99.0% during any calendar month. For information on Confetti's current status, see https://status.withconfetti.com/.
"Available" means that planners and participants are able to access and use all primary features of the Confetti platform (including booking tools, Event Briefings, and self-service sheets).
Service Disruption & Scheduled Maintenance
Service Disruption: Confetti will use commercially reasonable efforts to restore services as quickly as possible.
Maintenance Windows: Scheduled maintenance will occur outside peak business hours. Third-Party Exclusions: Downtime or performance issues resulting from third-party video conferencing infrastructure (e.g., Zoom), network firewalls, or internet service provider outages outside of Confetti’s direct control are excluded from SLA uptime calculations.
2. Customer Support Response Times & Service Levels
Confetti maintains dedicated support channels to assist event planners and participants before, during, and after every experience. Response times are measured from the time an inbound inquiry or ticket is received via our official support widget or various support email addresses.
Support Availability & Target Commitments
Service Tier / Category | Coverage Window | Target First Response Time | Target Resolution Time |
Standard Customer Support | Mon – Fri, 9:00 AM – 5:00 PM ET (excl. U.S. National Holidays) | Within 1 Business Day | Within 2 Business Days |
Event Support | 8:00 AM – 8:00 PM ET (incl. off-hours event coverage) | Within 15 Minutes | Immediate / In-Event Resolution |
Post-Event Review & Escalation | 24/7 Automated Form Trigger | Within 1 Business Day of low-rating submission | Within 5 Business Days |
Priority Definitions
Support requests are categorized and managed based on operational impact:
Urgent / Live Event: An active or imminent event is blocked due to access, host, or technical issues. Routed directly to Event Support.
High Priority: Pre-event roster modifications, urgent date changes, or deadline extension requests within 1–2 business days of the event.
Normal Priority: General inquiries, booking setups, invoicing, custom quote requests, or post-event feedback.
3. Product & Operational Service Levels
Confetti enforces strict service benchmarks across event operations, custom roster management, and post-event reviews.
Operational Category | Measurement Criteria | Target Performance |
Event Briefing | Generation of Sign-Up Sheets, briefing links, and calendar invites. | Within 2 Business Days of submitting payment |
Gift Card & Voucher Delivery | Scheduled delivery of digital vouchers and Online Gift Cards. | 100% sent at requested date/time |
Rescheduling & Cancellation | Processing of event date changes or cancellations. | 100% adherence to product-specific policy cutoffs |
Low-Satisfaction Escalation | Follow-up on post-event feedback surveys rating experience 2 or lower out of 5 stars. | 100% outreach to planners who request follow-up |
4. SLA Remedies & Escalation Procedures
Low-Satisfaction & Post-Event Escalation Workflow
If an event does not meet the "Confetti Standard," the following formal escalation procedure is triggered:
Automated Feedback Trigger: Within 24 hours following an event, an automated feedback survey is delivered to the event planner.
Flagged Review Threshold: If a planner submits a rating of 2 stars or fewer (out of 5 stars) on any evaluation criteria and checks the option to receive follow-up communication, a high-priority escalation ticket is created.
Investigation & Resolution: Director of Customer Support will contact the planner directly to gather additional feedback, review host/vendor logs, and issue an appropriate resolution.