Email Premium Services include the following support features:

Technical Account Manager
1. 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.

2. The Technical Account Manager will serve as an escalation point during designated business hours for: 

   1. a problem with the Email Premium Services; 

   2. a configuration request; or 

   3. information request 

(each of (a) through (c), an “Issue”).

3. The Technical Account Manager, with assistance from the Bird team where applicable, will provide the following services in connection with Email Premium: 

1. Guidance on migration planning for the transition of email traffic to the Email Premium Services over time that considers the development of IP reputation (IP warming) (but excluding Customer template creation or translation or management of internal Customer projects);  and 

2. 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.                           

Email Premium Services do 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.