Effective January 14, 2024
SaaS Fulfillment Policy
This delivery policy explains how and when you receive access to Esperient's platform and services after purchase.
1. Overview
Esperient is a cloud-based software-as-a-service platform. As a SaaS product, there is no physical product to ship. All services are delivered digitally via the internet. This Fulfillment Policy describes how access to the Platform is granted, how onboarding occurs, and what you should expect after completing your subscription purchase.
2. Instant Digital Delivery
Access to the Esperient Platform is granted immediately upon successful payment processing. There is no waiting period, no physical shipment, and no download required. The Platform is accessible entirely through your web browser.
2.1 Post-Purchase Access Flow
- Step 1: Complete checkout and payment on esperient.com.
- Step 2: Receive an automated order confirmation email to your registered email address within minutes.
- Step 3: Receive a Welcome Email with your account activation link within 5 minutes of payment.
- Step 4: Click the activation link to set your password and complete account setup.
- Step 5: Log in to your Esperient dashboard and begin connecting your applications immediately.
2.2 Delivery Confirmation
Your order confirmation and welcome emails serve as your receipt and proof of service delivery. Please retain these emails for your records. If you do not receive your welcome email within 15 minutes, check your spam/junk folder and then contact us at help@esperient.com.
3. Platform Availability
The Platform is available 24 hours a day, 7 days a week, 365 days a year, subject to scheduled maintenance windows and circumstances beyond our control. Our infrastructure spans 17 global data centers providing sub-50ms latency to 99% of the world and a 99.99% uptime SLA.
3.1 Scheduled Maintenance
Planned maintenance windows are announced at least 48 hours in advance via in-platform notifications and/or email. Maintenance is typically scheduled during low-traffic periods (weekends, late night U.S. Eastern Time) and is designed to minimize service interruption.
3.2 Service Status
Real-time platform status, including current incidents and historical uptime, is available at https://esperient.com/status. Subscribe to status updates to receive proactive notifications.
4. Onboarding and Getting Started
To help you get value from the Platform quickly, we provide the following onboarding resources included with all subscription plans: Interactive Setup Guide (step-by-step in-app wizard), Documentation Library (comprehensive written documentation), Video Tutorials (on-demand video walkthroughs), SDK and Developer Docs (full API reference and code samples), Email Support (access to our support team via help@esperient.com), and Priority Support (available on Plus and Premium plans with faster response times).
5. Subscription Renewal and Continuity
Your subscription renews automatically each month on your Billing Date. As long as your subscription remains active and payments are current, you will have uninterrupted access to all features of your selected plan. Renewal charges are processed automatically to your payment method on file.
6. Access After Cancellation
Upon cancellation of your subscription, you will retain full access to the Platform through the last day of your current paid Billing Cycle. After that date, your access will be suspended. Your data will be retained in our systems for an additional 30 days, during which you may contact us to export your data. After 30 days from account closure, all data is permanently deleted.
7. Technical Requirements
The Esperient Platform is accessible via any modern web browser (Chrome 90+, Firefox 88+, Safari 14+, Edge 90+). A stable internet connection is required. For developer API and SDK usage, Node.js 14+ is recommended. No software installation is required for standard Platform use.
8. Integration Fulfillment
Third-party integrations are enabled instantly via OAuth or API key configuration within the Platform. Once an integration is authorized, data synchronization begins immediately (real-time sync). The time required for initial data sync may vary depending on the volume of historical data and the third-party platform's API rate limits.
9. Support Response Times
Email support: 1–2 business days. Priority support (Plus/Premium): 4–8 hours. Enterprise: Dedicated account manager with 1-hour SLA for critical issues.
10. Contact for Fulfillment Issues
If you experience any issues accessing the Platform after purchase, contact us immediately at help@esperient.com or call 857-858-8670. We are committed to resolving access issues within one (1) business day. Tech Tunes, LLC (DBA Esperient) | 1712 Pioneer Ave Ste 7000, Cheyenne, WY 82001