Email MessageBird Enterprise Services
Manajer Akun Teknis
(i) A technical account manager will be assigned to Customer’s Account and made available via phone and email ke Customer as the primary technical point of contact and support escalation point during Jam Kerja for SparkPost Enterprise (the “Manajer Akun Teknis”).
(a) “Business Hours” means either (1) 9:00am through 5:00pm Eastern Time; (2) 9:00am through 5:00pm Pacific Time; or (3) 08:30 through 16:30 UK Time, depending on the applicable Service Time Zone stated in Customer’s Order Form, during Monday throughFriday, excluding bank holidays generally recognized in the Service Time Zone, or as such hours may reasonably be expanded or contracted from time to time by MessageBird.
(ii) The Manajer Akun Teknis, with assistance from the Customer Success Team where applicable, will provide the following services in connection with Email MessageBird Enterprise: (a) Assistance in onboarding, excluding Customer template creation or translation or management of internal Customer projects; (b) Guidance on migration planning for the transition of email traffic to Email MessageBird Enterprise over time that considers the development of IP reputation (IP warming); (c) Oversight of support interactions and serves as an escalation path; (d) Assistance with ongoing planning for new business needs, capacity growth, and feature planning management; and (e) Information and education on industry trends and on recommended industry best practices as they relate to Customer’s business.
Dukungan Pengiriman Umum
The Customer Success Team, led by the Technical Account Manager, will provide the following MessageBird Email Enterprise general deliverability support:
(i) Panduan dan Pendidikan Praktik Terbaik Deliverability - Petunjuk terperinci tentang cara membangun dan mempertahankan reputasi yang baik dengan penyedia kotak surat dengan mengikuti rencana hangat IP dan mengikuti praktik terbaik industri
(ii) Pemantauan Daftar Blokir - Memantau status aliran pesan dan domain pada daftar blokir industri utama untuk penyedia kotak surat teratas; dan
(iii) Remediasi Blokir ISP - Mediasi Tingkat 1 (berbasis formulir standar) dengan penyedia kotak surat atas nama Pelanggan untuk membantu menyelesaikan masalah jika masalah keterkiriman muncul setelah mengikuti semua rekomendasi praktik terbaik MessageBird.
Dukungan Pengiriman Umum does not include deliverability strategy services or Tier 2 (bespoke assistance) mediation with mailbox providers. Customer acknowledges that inbox placement rates cannot be guaranteed by MessageBird given the great number of conditions, practices, and reputational issues outside MessageBird’s control. MessageBird is not responsible for inbox placement rates.
Penyelesaian Masalah
Pelanggan akan menggunakan prosedur berikut untuk penyelesaian masalah:
Masalah yang Tidak Kritis:
(i) A “Masalah Non-Kritis” means: (1) a software bug causing issues but not persistent Tidak tersedia; (2) SparkPost Enterprise configuration requests; and (3) information requests with respect to SparkPost Enterprise.
(a) “Tidak tersedia” or “Unavailability” means when, in a given second, Customer attempts to make: (a) API calls to SparkPost Enterprise and all such API calls fail due to either aSparkPost Enterprise server-side timeout or internal service error; and/or (b) SMTP injections into SparkPost Enterprise and all such SMTP injections fail due to either a SparkPost Enterprise server-side timeout or internal service error.
For Non-Masalah Kritis resolution, Customer will submit a support ticket to MessageBird (a “Kasus Dukungan”). A Customer Success Team representative will respond ke Dukung Case via email, during Business Hours, and begin working towards a resolution of the Non-Critical Issue. Customer will continue to provide all necessary information required to address the Non-Critical Issue. The Customer Success Team representative assigned to the Dukung Case will have primary responsibility for contact with Customer and will provide updates on MessageBird’s progress in addressing the Non-Critical Issue. Customer and MessageBird will mutually agree that a Non-Critical Issue has been resolved.
Masalah Kritis:
(i) A “Critical Issue” means a software bug causing persistent Unavailability.
(ii) Untuk penyelesaian Masalah Kritis, Pelanggan akan menghubungi MessageBird di Saluran Tingkat Keparahan 1 yang disediakan. Saluran Tingkat Keparahan 1 tersedia 24 jam sehari, 7 hari seminggu, 365 hari setahun. Perwakilan Tim Kesuksesan Pelanggan akan mengambil informasi penting Pelanggan, termasuk nama perusahaan, nama kontak, nomor telepon kontak, alamat email kontak, dan deskripsi Masalah Kritis. Perwakilan Tim Kesuksesan Pelanggan akan membalas telepon dalam waktu lima belas (15) menit untuk mengumpulkan informasi lebih lanjut dari Pelanggan dan mulai mengupayakan penyelesaian Masalah Kritis akan mendapat perhatian terus-menerus dari MessageBird hingga Masalah Kritis berakhir atau solusi telah diberikan. Pelanggan akan menerima informasi terbaru secara berkala yang wajar dan disepakati bersama mengenai sifat Masalah Kritis dan waktu yang diharapkan untuk penyelesaiannya. Pelanggan dan MessageBird akan saling menyetujui bahwa Masalah Kritis telah diselesaikan.
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