Posted by Essentialist
Find below a summary of the Service Level Agreements attached to proposals, edits and bookings made by the Essentialist Team for AmEx Centurion Card Members. SLAs help provide visibility to the Amex Team on when new requests or amendments will be completed.
| · Trip length < 3 nights | If trip request received before 1pm proposal will be delivered by 5pm, if trip request received after 1pm proposal will be delivered by 9am the following day |
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| · Trip Length 3-5 nights | Proposal will be delivered +1 day after the request received |
| · Trip Length 6-8 nights | Proposal will be delivered +2 days after the request received |
| · Trip Length > 8 nights | Draft proposal to be delivered +2 days, final proposal to be delivered +4 days after the request received |
| · Edits needed or requested more information on an existing proposal | +1 day after the request received (if there are a large number of edits to be made Essentialist will update the AmEx team each day until complete) |
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| · CM ready to book itinerary | +1 day after the request received (if there are a large number of bookings to be made Essentialist will update the AmEx team each day until complete) |
| · Urgent Requests | if request received before 3pm Essentialist will respond by 5pm, if request received after 3pm Essentialist will respond by 9am the following day |
| · On the go support | For very urgent matters (eg. if the card member is travelling and has an issue) these requests will be responded to within 30 minutes. If phone is preferred, the contact number for Essentialist is +1 888 693 1570 |