R
Raymond Furre
I strongly suggest that Brizy introduces a Service Level Agreement (SLA) for White Label partners to ensure timely responses and resolutions to critical platform issues.
REASON
As White Label partners, we rely on Brizy’s platform to deliver a seamless experience to our clients. However, when platform-related issues arise—especially those preventing access—delayed support responses can seriously harm our reputation.
EXAMPLE
On February 3rd, I reported to Brizy support that I was unable to retrieve a new password from the platform. This issue affected not only me but all my White Label clients. Today is February 10th, and the issue remains unresolved, meaning affected users have been unable to log in for an entire week.
If I had more White Label clients, this would have resulted in negative Trustpilot reviews, damaging my White Label brand. A situation like this is unacceptable and highlights the need for an SLA that prioritizes critical issues.
PROPOSAL
Brizy should implement an SLA for White Label partners with:
  • Defined response times for different issue severities
  • Faster escalation for critical errors affecting access and platform stability
  • Compensation or credits when SLA response times are not met
This would help White Label partners avoid reputational damage caused by long response times while also ensuring a higher level of accountability from Brizy’s support team.
I hope this can be considered seriously, as it directly impacts our ability to trust Brizy as a reliable White Label solution.