留言鸟电子邮件 Enterprise Services
技术客户经理
(i) A technical account manager will be assigned to Customer’s Account and made available via phone and email 到 Customer as the primary technical point of contact and support escalation point during 工作时间 for SparkPost Enterprise (the “技术客户经理”).
(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) ǞǞǞ 技术客户经理, with assistance from the Customer Success Team where applicable, will provide the following services in connection with 留言鸟电子邮件 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 留言鸟电子邮件 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.
一般交付性支持
ǞǞǞ Customer Success Team, led by the Technical Account Manager, will provide the following MessageBird Email Enterprise general deliverability support:
(i) 传递性最佳实践指导和教育--详细说明如何通过遵循IP温暖计划和遵守行业最佳实践，在邮箱供应商中建立和保持良好的声誉
(ii) 封锁名单监测--监测顶级邮箱供应商的关键行业封锁名单上的信息流和域的状态；以及
(iii) ISP阻断补救--在遵循MessageBird的所有最佳实践建议后，如果出现递送性问题，代表客户与邮箱供应商进行1级（基于标准形式）调解，帮助解决问题。
一般交付性支持 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.
问题解决
客户将使用以下程序来解决问题。
非关键性问题。
(i) A “非关键性问题” means: (1) a software bug causing issues but not persistent 不可用; (2) SparkPost Enterprise configuration requests; and (3) information requests with respect to SparkPost Enterprise.
(a) “不可用” 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-关键问题 resolution, Customer will submit a support ticket to MessageBird (a “支持案例”). A Customer Success Team representative will respond 到 支持 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 支持 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.
关键问题。
(i) A “Critical Issue” means a software bug causing persistent Unavailability.
(ii) 对于关键问题的解决，客户将拨打MessageBird提供的Severity 1 Line。Severity 1 Line是一天24小时，一周7天，一年365天都可以使用。客户成功团队代表将接受客户的重要信息，包括公司名称、联系人姓名、联系电话号码、联系电子邮件地址和关键问题的描述。客户成功团队代表将在十五（15）分钟内返回电话，从客户那里收集更多的信息，并开始努力解决这个问题。客户将在一个合理的和双方同意的定期基础上收到关于关键问题的性质和预期解决时间的更新。客户和MessageBird将共同商定，一个关键问题已经解决。
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