At Loyalty Club PLC, we aim to provide a seamless experience for our partners.
However, if you encounter a system outage or an issue, it is important to report it to us promptly so we can resolve it as quickly as possible.
Follow the steps below to report system outages or issues effectively.
1. Identifying the Issue
Before reporting, ensure you have the following information ready to help our support team understand the issue clearly:
-Type of Issue: Is it a system-wide outage, or is it a specific issue affecting only certain functionalities?
-Affected Feature: Which part of the platform is impacted? (e.g., Ted’s Token redemption, the Partners Dashboard, payment processing)
-Frequency: Is it a recurring issue, or did it happen once?
-Error Messages: If applicable, take note of any error messages displayed.
-Time of Occurrence: Record the time when the issue began.
2. How to Report System Outages
If you believe there is a system-wide outage affecting multiple features or users, please report it immediately:
-Via Email Support: You can send an email to support@loyaltyclubplc.com with the subject line "System Outage Report" and include the information listed above.
3. How to Report Issues
For bugs, glitches, or other technical issues affecting a specific feature, follow these steps:
-Email Support: Please send the details of the issue to partnersupport@loyaltyclubplc.com with the subject line "Issue Report". Include all relevant information, such as steps to reproduce the bug and any error messages.
4. Follow-Up and Resolution
After you report an outage or bug, our support team will:
-Acknowledge your report within 24 hours to 48 hours.
-Investigate the issue and provide regular updates on the progress where possible.
-Notify you once the issue has been resolved or if further information is required.
For urgent issues, you can also contact our Help Bot through the Messaging Center for immediate assistance.
5. Proactive Updates
In case of widespread outages or maintenance, we will proactively update all partners through:
-Email notifications to the registered business email.
-Dashboard notifications with real-time updates on system status.
By promptly reporting any system outages or bugs, you help us maintain a high level of service for all our partners. We appreciate your cooperation in ensuring the smooth operation of the Loyalty Club PLC platform.
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