© 2008 Eyeblaster. All rights reserved Eyeblaster Southeast Asia Service Level Process & Procedures...
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Transcript of © 2008 Eyeblaster. All rights reserved Eyeblaster Southeast Asia Service Level Process & Procedures...
© 2008 Eyeblaster. All rights reserved
• Support and Contact Details
• Training Support & Fees
• Response Time
• Costing, Enable Campaign & Reporting Request
• Escalation Procedure
• Eyeblaster Trafficking Services
Agenda
© 2008 Eyeblaster. All rights reserved
Support & Contact Details• Day to Day enquiries
• Contact your dedicated Account Manager
• If Account Manager is not available
• [email protected] (between 9am – 4pm)
• [email protected] (after 4pm)
• Escalation of any issues and rate card
• Contact Karen Mak ([email protected])
• Creative issues or concerns
• Contact Melissa Cheng ([email protected])
• After hours support
• Email [email protected]
• Phone: +1 866 438 5552
Always cc your email communication to [email protected]
© 2008 Eyeblaster. All rights reserved
Training Support & Fees
• Trafficking
• 1st training session for new client/agency (FREE)
• Subsequent session (USD $250 / session)
• Creative
• Twice a year refresher (FREE)
• Subsequent session (USD $400 / half day)
© 2008 Eyeblaster. All rights reserved
Response Timeframe
Email Enquiries:• Clearly mark any deadline that must be met in the email sent to Account
Manager detailing the issue
• Within 24 hours• A receipt of email will be sent to client
• Account Manager will investigate the issue and liaise with the team
• 72 hours estimated resolution time• Will be worked towards for issue which needs to be escalated to 2nd Tier
• Resolution time is dependent on the complexity of the issue
© 2008 Eyeblaster. All rights reserved© 2008 Eyeblaster. All rights reserved© 2008 Eyeblaster. All rights reserved
• Costing• Costing refers to preparation of quote based on Client request of additional premium services /
features
• Min. 2 working days
• Enable Campaign• Min. 2 working days with the signed IO faxed back to EB KL office
• Fax Number: +603 6203 1215
• Reporting Request• Excel Plug In reports
• 3 working days for delivery from the receipt of confirmation
• Professional Services custom report• 1st draft – within 10 working days of receiving brief
• Final draft – within 5 working days of receiving changes to the 1st draft
• Final report – allow up to 4 weeks from completion of the draft
Response Timeframe
© 2008 Eyeblaster. All rights reserved© 2008 Eyeblaster. All rights reserved
Eyeblaster Trafficking Services
© 2008 Eyeblaster. All rights reserved
• Please refer to Service Level Process & Procedures document for notice period, pricing and lead times.
• Rush job will be placed into consideration of resource availability and advised by Account Manager
• Request that comes in after 4pm will be treated as next day