Service Description
Identity Management Services
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The Identity Management Services allow Merchants to leverage Spendgo’s APIs and customer data to create, manage, and maintain profile data for Registered Members.
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SaaS Products
Credentials to the Spendgo Online Platform. This may include the following components (as determined by Spendgo): Spendgo Identity Management APIs, Single Sign-On (SSO), and Spendgo Member portal.
Sending of Member account transactional messages. This may include the following message types (as determined by Spendgo): Email Validation, Password Reset, and one-time password “OTP”.
Advertising for Members to create profiles on www.spendgo.com, Spendgo’s other proprietary Internet sites, or through Spendgo’s affiliate network or advertising partners.
Support
IT support via email during business hours, for remote assistance connecting/reconnecting the Local Software.
Remote management of Local Software and configurations for integrations defined in a MSS.
Ongoing Member support escalations via webform and email for issues relating to a Members Spendgo account.
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Service Setup and Configuration
Completing and returning all required IT discovery documentation for each integration as defined in an MSS at the Merchant’s corporate, franchised, and affiliate owned locations prior to Spendgo beginning POS integration work. Merchant will take commercially reasonable steps to maintain the accuracy of such information.
Maintain responsibility for the safekeeping of credentials to SaaS products and have Merchant account administrators provide written approval for adding new administrators or allowing API access to 3rd party service providers.
Allow Spendgo to advertise the loyalty program and make adjustments to the loyalty program, advertising copy and artwork as deemed necessary or desirable, provided, any such advertisements or adjustments shall be approved in writing by Merchant.
Take commercially reasonable steps to ensure Merchant’s affiliates and franchisees honor all incentives earned by Members as part of the loyalty program and provide Members with goods and/or services that are promised.
Immediately notify Spendgo of any suspected unauthorized use, fraud or suspect fraud, or other breach of security for Spendgo services.
Assist Spendgo in supporting Members.
Alert Spendgo to any known enterprise network outages that occur during store operating hours and affect Spendgo.
When making changes to configurations of integrated services, or operational workflow, Merchant will be responsible for maintaining compatibility with Spendgo and alert Spendgo if an incompatibility exists.
When escalating Member support cases with Spendgo, provide uniquely identifiable transaction details and, when possible and applicable, provide uniquely identifiable Member information.
Loyalty & Digital Receipt Services
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Includes the functionality provided in the Identity Management Services
The Loyalty and Digital Receipts Services allow Merchants to leverage Transaction Data to gain insights, connect with 3rd party applications, create loyalty incentives, and provide digital receipts to Members.
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Integration
POS integrations will be provided via Local Software or as determined by Spendgo as to the optimal method.
Online and mobile integrations will be provided via Local Software and in some cases, may require additional Professional Services for integration that is not already supported.
SaaS Products
Credentials to the Spendgo Online Platform. This includes, but is not limited to, the Spendgo Merchant Portal.
The documentation and access credentials for exporting transaction and Member data.
Advertising for the program on www.spendgo.com or Spendgo’s other proprietary Internet sites or through Spendgo’s affiliate network or advertising partners.
Customer Success Manager
A dedicated customer success manager who will assist throughout the duration of the Merchant contract with Spendgo. Customer success managers will provide assistance in setting up the initial loyalty program, setting up loyalty offers and rewards, and provide quarterly feedback on how to optimize the loyalty program.
Support
IT support via email during business hours, for remote assistance connecting/reconnecting the Local Software.
Remote management of Local Software and configurations for integrations defined in a MSS.
Ongoing Member support escalations via webform and email for issues relating to a Members Spendgo account.
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Service Setup and Configuration
Completing and returning all required IT discovery documentation for each integration as defined in an MSS at the Merchant’s corporate, franchised, and affiliate owned locations prior to Spendgo beginning POS integration work. Merchant will take commercially reasonable steps to maintain the accuracy of such information.
Maintain responsibility for the safekeeping of credentials to SaaS products and have Merchant account administrators provide written approval for adding new administrators or allowing API access to 3rd party service providers.
Allow Spendgo to advertise the loyalty program and make adjustments to the loyalty program, advertising copy and artwork as deemed necessary or desirable, provided, any such advertisements or adjustments shall be approved in writing by Merchant.
Take commercially reasonable steps to ensure Merchant’s affiliates and franchisees honor all incentives earned by Members as part of the loyalty program and provide Members with goods and/or services that are promised.
Immediately notify Spendgo of any suspected unauthorized use, fraud or suspect fraud, or other breach of security for Spendgo services.
Meet all the requirements of Spendgo Local Software.
Assist Spendgo in supporting Members.
Alert Spendgo to any known enterprise network outages that occur during store operating hours and affect Spendgo.
When making changes to configurations of integrated services, or operational workflow, Merchant will be responsible for maintaining compatibility with Spendgo and alert Spendgo if an incompatibility exists.
When escalating Member support cases with Spendgo, provide uniquely identifiable transaction details and, when possible and applicable, provide uniquely identifiable Member information.
Messaging Services
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The Spendgo Messaging Services allow Merchants to digitally communicate with the Members using various channels, such as email, text, and push notifications.
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SaaS Products
Configure the Spendgo Messaging dashboard and opt-in flows to meet Merchant’s specifications
Credentials to the Spendgo Online Messaging dashboard.
Provide a campaign message report in the Spendgo Messaging dashboard.
Spendgo Support
Unless otherwise provided in writing Spendgo will provide support over email via your Customer Success Manager.
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Service Setup and Configuration
Provide Content (text and images) that meet the requirements of the Spendgo Messaging dashboard.
Define the target audience segments and preferred messaging channel.
Schedule the messaging campaigns in the Spendgo Messaging dashboard.
Ensure messages meet all legal requirements unique to each messaging channel
Local Software APIs
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Multiple Spendgo APIs are used to export or import Transaction and Member Data from the Spendgo Online Platform to perform functions including, but not limited to integrating with commerce applications (such as POS and Online ordering), customer experience applications (such as websites and mobile apps), and marketing & reporting applications (such as CDPs, CRMs, and customer feedback).
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Integration Products
Configure the Spendgo Online Platform with the API credentials provided by the Merchant for each integration partner.
Provide logs and troubleshooting steps when an integration does not work as expected with the configurations provided by the Merchant.
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Service Setup and Configuration
Anywhere a Spendgo-developed API shares or submits Member data, the Merchant or Merchant’s third party service provider must first gain Member’s approval to link their Spendgo account, describe the data being shared, include the Merchant’s name and “Powered by Spendgo” logo visibly near the submission button.
When a Member opts to delete their account or stop sharing data with Merchant must ensure that integrations will also delete the data either automatically or via a manual process the Merchant manages.
Configure each Merchant store in the Spendgo Online Platform with the correct identifying information such as Store Number, Store Name, or GUID such that the data is correctly mapped between platforms.
Configure commerce platforms with necessary discount codes as defined by the integration partner.
Professional Services
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The Merchant may request that Spendgo provide Professional Services in addition to Spendgo SaaS Services. There may be fixed costs related to such services, which will be defined in advance of performing work to Merchant. In addition to any fixed costs, Professional Services will be quoted to merchant for approval and then billed monthly based on time and materials at a rate defined in the MSS or a written estimate.
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Creative & Development
Spendgo provides creative & development services for the Merchant when a branded experience is desired.
Content by Merchant must be approved and commissioned by the Spendgo professional services team or an affiliated partner as outlined in an MSS.
The Merchant must provide responses to all requests on behalf of the Spendgo or partner team within 2 business days to meet projected timelines.
Customer Success Managers
The Merchant is provided a Customer Success Manager for allotted periods during the year. However, the Merchant may request additional general consultation outside of the supported scope including, but not limited to setting up campaigns for the Merchant loyalty program, weekly meetings, training of dashboard users, and custom reporting or data uploads.
Additional Support
Spendgo can provide additional and priority technical support for configuring and troubleshooting integrations.
Local Store Marketing
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The Spendgo Local Store Marketing Services allow Merchants to Create Campaign Templates so that other dashboard users (Such as Franchisees) digitally communicate with the Members using various channels, such as offers and text.
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SaaS Products
Configure the Spendgo dashboard for local store marketing
Provide reporting on the results of template campaigns in the Spendgo dashboard.
Spendgo Support
Unless otherwise provided in writing Spendgo will provide support over email via your Customer Success Manager to dashboard administrators.
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Service Setup and Configuration
Create Templates Content using the Spendgo dashboard.
Communicate the templates available and train users of the dashboard to leverage the campaign templates.
Create and manage dashboard users access to campaign templates as well as any sending or campaign restrictions.
Ensure messages meet all legal requirements unique to each messaging channel