Customer Success Manager
(i) The representative from the Customer Success Team assigned to Customer’s Account (the “Customer Success Manager”) will be made available via phone and email during Business Hours to function as the primary point of contact during SparkPost Premium onboarding. After SparkPost Premium onboarding, the Customer Success Manager will serve as an escalation point for: (a) problem with SparkPost Premium; (b) SparkPost Premium configuration request; or (c) SparkPost Premium information request (each of (a) through (c), an “Issue”) during Business Hours.
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 through Friday, 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 Customer Success Team, led by the Customer Success Manager, will provide the following services in connection with SparkPost Premium: (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 the Service over time that considers the development of IP reputation (IP warming); and (d) 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 SparkPost’s best practice recommendations.
SparkPost Premium Services do 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 all Issues: Customer will submit a ticket to MessageBird (a “Support Case”). A Customer Success Team representative will respond to the Support Case via email, during Customer Success Business Hours, and begin working towards a resolution of the Issue. Customer will continue to provide all necessary information required to address the 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 Issue. Customer and MessageBird will mutually agree that an Issue has been resolved.