Legal
Bird Technical Account Manager (TAM)
Warunki prawne są dostępne wyłącznie w języku angielskim.
A Technical Account Manager ("TAM") is assigned to the Customer and is available via email, phone calls, and remote meetings; the TAM is the customer’s primary technical point of contact for their Bird services. The TAM is contactable during designated business hours; contact hours may reasonably be expanded or contracted from time to time by Bird.
Last updated: 21 November 2024
The TAM provides the following services
- Assistance with ongoing planning and feature adoption for new business needs and growth
- Oversight of support interactions and serves as an escalation path
- Answers product-related questions and liaises with the Bird product team on behalf of the Customer for feature enhancements
- Provides periodic updates on product adoption, open issues, and risks via meetings and other channels
- Guidance on migration planning to help the Customer transition from an existing platform to the Bird platform
- Provides feedback and information related to production incidents like impact data and root cause analysis
- Provides insights on industry trends and best practices as they relate to Customer’s use of the platform
- Support for channel delivery:
- Set up and configuration by communication channel
- General guidance on migration strategy, message segmentation, channel-specific warm-up scheduling
- Triage of delivery, placement, and classification issues
- Tier 1 mitigation with mailbox providers, telecom carriers, and other 3rd parties
Exclusions
- The TAM does not provide hands-on technical services including writing or deploying code, creating email/HTML templates, making API calls, writing scripts, etc.
- The TAM does not provide project management services for the Customer’s internal projects.
- Assistance with channel delivery does not include deliverability strategy services or Tier 2 (bespoke assistance) mediation with 3rd parties.
- Deliverability is not guaranteed by Bird given the great number of conditions, practices, and reputational issues outside Bird’s control.