> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Tiers

> Annualised tier programs that reward your most engaged customers with elevated status and benefits.

Tiers are sequential thresholds that customers achieve based on their accumulated Tier Points over a 12-month period. A well-designed tier program focuses a brand's investment on its highest-value customers while providing all customers with a pathway to greater recognition.

## Key characteristics

* A customer can only hold **one tier at a time** within a tier program
* A brand can run **multiple concurrent tier programs** based on different conditions
* There is **no limit** to the number of tiers within a program
* Each tier can have exclusive Rewards, Benefits, and Credits only available to customers at that tier
* Tier assignment can **modify broader incentive logic**: e.g., higher tiers earn more points per dollar

## The two Tier mechanics

Tiers in Omneo operate on two distinct mechanics: **Attain** and **Maintain**.

### Attain (rolling)

The Attain mechanic uses a **rolling 12-month window**. Imagine a conveyor belt always 12 months long, spend comes on when a purchase is made and drops off 12 months later.

If, at any time, the rolling 12-month spend meets or exceeds the minimum threshold for a tier, the customer **attains** that tier immediately. As spend increases, the customer attains higher tiers. Attain only handles upgrades, it never downgrades.

### Maintain (anniversary-based)

When a tier is attained, Omneo saves that tier for 12 months. On the **anniversary of the tier attainment date**, Omneo re-evaluates the customer's rolling 12-month spend:

* **Spend ≥ Maintain threshold** → customer keeps the tier for another 12 months
* **Spend \< Maintain threshold** → Omneo assigns the highest tier the customer qualifies for based on current 12-month spend

### Example

| Event                   | 12m Spend | Tier                                        |
| ----------------------- | --------- | ------------------------------------------- |
| Month 1: \$500 purchase | \$500     | Silver (min \$300)                          |
| Month 6: \$800 more     | \$1,300   | Gold (min \$1,000)                          |
| Month 13 (anniversary)  | \$900     | Gold maintained ($900 ≥ Gold maintain $800) |
| Month 25 (anniversary)  | \$400     | Silver (spend dropped below Gold maintain)  |

## Tier floor

When configuring tiers in CX Manager, brands can set a **tier floor**: the minimum tier a customer can fall to when they don't maintain a higher tier. This prevents loyal customers from dropping completely to the base level on a single slow year.

## Tier benefits

Each tier can have:

* Exclusive Reward Definitions only issued to that tier
* Exclusive Benefit Definitions accessible only at that tier
* Multipliers on points earn (e.g., Gold tier earns 2x Reward Points)

## Multiple tier programs

A brand can run multiple tier programs simultaneously, for example, a general customer tier program and a separate staff/VIP tier program. Profiles can participate in multiple programs independently.