© 2008 Eyeblaster. All rights reserved Eyeblaster Southeast Asia Service Level Process &...

© 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

• supportau@eyeblaster.com (between 9am – 4pm)

• support@eyeblaster.com (after 4pm)

• Escalation of any issues and rate card

• Contact Karen Mak (karen.mak@eyeblaster.com)

• Creative issues or concerns

• Contact Melissa Cheng (melissa.cheng@eyeblaster.com)

• After hours support

• Email support@eyeblaster.com

• Phone: +1 866 438 5552

Always cc your email communication to seasupport@eyeblaster.com

© 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

© 2008 Eyeblaster. All rights reserved

Escalation Procedure

© 2008 Eyeblaster. All rights reserved

For further information, please contact

seasupport@eyeblaster.com

www.eyeblaster.com

Thank you