Email Enterprise Services include the following support features:
Technical Account Manager
(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 designated business hours (the “Technical Account Manager”). Business hours may reasonably be expanded or contracted from time to time by Bird.
(ii) The Technical Account Manager, with assistance from the Bird team where applicable, will provide the following services in connection with Email Enterprise:
guidance on migration planning for the transition of email traffic to Email Enterprise over time that considers the development of IP reputation (IP warming)(but excluding Customer template creation or translation or management of internal Customer projects);
oversight of support interactions and serves as an escalation path;
assistance with ongoing planning for new business needs, capacity growth, and feature planning management; and
information and education on industry trends and on recommended industry best practices as they relate to Customer’s business.
General Deliverability Support
The Technical Account Manager will provide the following Email Enterprise general deliverability support:
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;
blocklist monitoring - monitoring status of message streams and domains on key industry blocklists for top mailbox providers; and
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 Bird’s best practice recommendations.
General Deliverability Support does not include deliverability strategy services or Tier 2 (bespoke assistance) mediation with mailbox providers. Inbox placement rates cannot be guaranteed by Bird given the great number of conditions, practices, and reputational issues outside our control. Bird is not responsible for inbox placement rates.
Issue Resolution
“Unavailable” or “Unavailability” means when, in a given second, the Customer attempts to make:
API calls to Email Enterprise and all such API calls fail due to either an Email Enterprise server-side timeout or internal service error; and/or
SMTP injections into Email Enterprise and all such SMTP injections fail due to either an Email Enterprise server-side timeout or an internal service error.
Customer will use the following procedures for issue resolution:
Non-Critical Issue:
(i) A “Non-Critical Issue” means:
a software bug causing issues but not persistent Unavailability;
Email Enterprise configuration requests; and
information requests with respect to Email Enterprise.
(ii) For Non-Critical Issue resolution:
Customers will submit a support ticket to us via the platform dashboard or a designated email address (a “Support Case”).
A Customer Support agent 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.
Customer Support agent assigned to the Support Case will have primary responsibility for contact with Customer and will provide updates on progress in addressing the Non-Critical Issue.
Customer and Bird will mutually agree when a Non-Critical Issue has been resolved.
Critical Issue:
(i) A “Critical Issue” means a software bug causing persistent Unavailability.
(ii) For Critical Issue resolution:
Customers will first submit a support ticket to us via the platform dashboard or a designated email address and thereafter can call us at the provided Severity 1 Hotline. The Severity 1 Hotline is available 24 hours a day, 7 days a week, 365 days a year.
A Customer Service 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 Support agent will return the call within fifteen (15) minutes to gather further information from the Customer and begin working toward a resolution.
The Critical Issue will be addressed 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 the expected time to resolution.
Customer and Bird will mutually agree when a Critical Issue has been resolved.