In 2023, Kotis' Program Services Team was awarded Front's Game Changer Award.  This award is given to the top 100 users with the highest overall CSAT score (out of over 8,500 users). See here for more. 

Our mission is to provide our program clients with the best swag solutions ever, all to further their cause, make their lives easier and amaze them every time.

The below outlines our standard service level agreement.

1.       Provide online checkout with secure ordering processed on Kotis’ merchant account.

• Purchasers will receive an order confirmation email with details upon checkout.
• Purchasers will receive an email with tracking once shipped.

2.      Program Services team will respond to all email inquiries within 24-48 hours. 

• The average response time during business hours is 1hr 27min.

3.       Kotis Client & Program Services team will respond to all phone inquiries within 24 hours.

4.       All shipments will be made on Kotis’ shipping accounts unless otherwise specified.

5.       Kotis will provide access to a list of all inventory adjustments made to Client’s inventory.

6.       If an order is mis-shipped due to an error by Kotis, Kotis will bear the burden of making an exchange or replacement with the correct item where possible.

a.       If the value of a mis-shipped item(s) exceeds the cost of return shipping, Kotis will decide whether we need to get the item back. If we need to get the item(s) back, Kotis will pay for return shipping.

7.       During the checkout process you are required to enter certain pieces of personal information, including but not limited to email address, name and shipping address. We collect this information in order to process your order, but will not share the information with any third parties. Our Client & Program Services Team will uphold the terms outlined in the Kotis Client Privacy Expectations contract. This includes but is not limited to: Using a 2-step verification process to confirm we are communicating with the purchaser, securing order info like address, contact information, credit card and/or details of the order, limiting order modifications like upgrading shipping method or adding to orders that are requested via phone or chat.

8. If requested, our Client & Program Services team can provide email analytics from CustomerService@KotisDesign.com including team averages on response time, replies to resolve, resolution time and % resolved on first reply. We can provide program specific analytics on total # of conversations and how many replies per conversation to resolve. We can also provide program specific FAQs.

9.       See our Standard Terms related to this contract for information about inventory check-in and photo uploads to the store(s).