(i) A technical account manager will be assigned to Customer’s Account and made available via phone and email to the Customer as the primary technical point of contact and support escalation point during Business Hours for SparkPost Enterprise (the “Technical Account Manager”).
(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 Technical Account Manager, with assistance from the Customer Success Team where applicable, will provide the following services in connection with SparkPost 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 SparkPost 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.
The Customer Success Team, led by the Technical Account Manager, will provide the following SparkPost Enterprise general deliverability support:
(i) Deliverability Best Practice Guidance and Education - Detailed instructions on how to establish and maintain a good reputation with mailbox providers by following an IP warm plan and adhering to industry best practices
(ii) Blocklist Monitoring - Monitoring status of message streams and domains on key industry blocklists for top mailbox providers; and
(iii) ISP Block Remediation - Tier 1 (standard form-based) mediation with mailbox providers on Customer’s behalf to help resolve issues if deliverability issues arise after following all of MessageBird’s best practice recommendations.
General Deliverability Support 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.
Customer will use the following procedures for issue resolution:
(i) A “Non-Critical Issue” means: (1) a software bug causing issues but not persistent Unavailability; (2) SparkPost Enterprise configuration requests; and (3) information requests with respect to SparkPost Enterprise.
(a) “Unavailable” 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-Critical Issue resolution, Customer will submit a support ticket to MessageBird (a “Support Case”). A Customer Success Team representative will respond to the Support 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 Support 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.
(i) A “Critical Issue” means a software bug causing persistent Unavailability.
(ii) For Critical Issue resolution, Customer will call MessageBird at the provided Severity 1 Line. The Severity 1 Line is available 24 hours a day, 7 days a week, 365 days a year. A Customer Success Team representative will take the Customer’s vital information, including the company name, contact name, contact telephone number, contact email address, and a description of the Critical Issue. A Customer Success Team representative will return the call within fifteen (15) minutes to gather further information from the Customer and begin working towards a resolution.The Critical Issue will receive constant attention from MessageBird until the Critical Issue has ended or a workaround has been provided. Customer will receive updates on a reasonable and mutually agreed upon periodic basis as to the nature of the Critical Issue and expected time to resolution. Customer and MessageBird will mutually agree that a Critical Issue has been resolved.