The following document provides Lambslist customers a general understanding of the policies and procedures implemented to ensure consistent customer service, at the highest level of quality.
Understanding the nature of the industry and time frame most organizations utilize Lambslist, we offer all our customers system weekend support. Our systems are continually monitored to insure 99.9% availability and service level agreements. Any issues occurring with the system will be addressed immediately on weekends. However, due to time constraints, we do not offer assistance for room/service configuration, general account set-up, or Dymo Printer issues. Our technicians will gladly assist with these issue Monday thru Friday, from 8 – 4:30 CST.
Lambslist technical support is available Monday thru Friday, 8 – 4:30 CST, offering setup/configuration assistance with the Lambslist software, as well as support with your Dymo printers. We ask that customers needing assistance with their printers first follow the steps provided on the Help screen, under the Set Up tab, and attempt to print from both the Dymo software and Lambslist prior to contacting support. Please note that many of the issues you may encounter have been addressed on the FAQ screen, customers may want to check here prior to calling.
When situations arise where a payment is not able to be captured, or a card is declined/stolen, Lambslist will attempt to contact the customer on four separate occasions over a two week time period, consisting of two emails and two phone calls. If the contact attempts go without response, at the end of the two week time frame the subscription will be terminated, and the customer will receive an invoice reflecting the cancellation.
If the organization does not make a reasonable effort to work out payment details within 30 days of the date the payment was due, a $100 reactivation fee will be charged and the 1st months payments will be due, prior to reactivation of the account.
Lambslist offers one (1) data upload free of charge to assist customers in loading data to their accounts rather than doing it manually. Customers will need to email their data, according to the format provided in the upload template (found on the FAQ screen), and allow 3-5 business days for completion.
Once the data has been loaded, the organization will want to verify the accuracy of the data, and contact Lambslist should any errors be found. We allow 5 business days for the organization to review their data. If any corrections need to be made to the upload an additional 2-3 business days will be needed to correct the issue.
Subsequent uploads are available, but will be subject to a $100 charge per upload.
Data Backup Policy
Each organizations data is backed up nightly and stored in an off site location. This data can only be accessed by our senior technical engineers in the event of a data disaster recovery. Passwords and kept confidential. Data is transferred to the off site location using one of two protocols, Secure FTP and/or Secure Copy.
Data Backup Retention Policy
Data for each organization is backed up nightly and kept for a period not longer than 6 months. After 6 months, that data backup is deleted. Methods used to remove this data are Secure FTP and unix scripts that automate the process of data retention.
Lambslist uses a 256 bit encryped SSL Certificate by GoDaddy.com, and is hosted by EngineYard, a leading web hosting solution provider. With Lambslist your organization’s data will receive the same level of privacy and security provided by leading banking institutions. Also, we pledge that at no time will your data be sold, traded, or otherwise transferred to outside parties for marketing, advertising, or other uses.