Swrve Service Descriptions

Overview

This page includes descriptions of Professional Services & Training provided by Swrve.  These services are provided according to Swrve’s Terms of Service (https://www.swrve.com/company/terms) and Swrve’s Professional Services & Training Terms of Service (https://www.swrve.com/company/psterms).

Here is a list of important terms that apply to the services below:

  • Descriptions - We may periodically update the descriptions of Professional Services on this page.
  • Personnel - We may choose to change the personnel assigned to your account or the delivery of Professional Services any time for any reason.
  • Location - All Professional Services will be performed remotely at Swrve offices, otherwise agreed or specified in the service description.
  • Expenses - For Professional Services performed onsite, you will reimburse us reasonable travel cost for all expenses incurred in connection to the Professional Services.
  • Expiration - All Professional Services expire on the earlier of either (a) the period documented for the specific service below as “Expiration Period” or (b) the end of your agreement with us.
  • Refund - Professional Services are non-cancellable and all fees for Professional Services are non-refundable.
  • Deliverables - If a Professional Service includes deliverables, we expect that those deliverables will be complete in the period documented as “Delivery Period”.   If we cannot complete these deliverables because of missing resources, technical limitations or other items we need from you the Professional Services will be considered complete as is.  If we cannot complete these deliverables because of missing resources, technical limitations or other items, you need from us, we will extend the Delivery Period to allow us to complete the Professional Service.

If you have any questions about these services please send it to support@swrve.com.  These service descriptions were last updated on April 18th, 2015.

Success Packages

Swrve’s Success Packages provide you with the guidance, training and best practices you need to succeed.  All our Success Packages include white glove onboarding and expert technical support.  More advanced packages include additional resources designed for those who benefit from additional insight, staffing and a higher level of support.  By including a Success Package for each Swrve customer, we help ensure that you are set up for success.

Success Packages contain three types of services: onboarding, consulting hours and technical support.

Onboarding

All Success Packages include Onboarding.  Onboarding starts on the Effective Date specified in your Swrve Commercial Terms and ends sixty (60) days after the Effective Date.  If you need to delay onboarding, you must specify a mutually agreed on a Onboarding Start Date in your Swrve Commercial Terms.  Onboarding may be delayed up to 90 days after Effective Date.

Your onboarding is led by an assigned Swrve Mobile Marketing Strategist.  Your Strategist will complete the SmartStart and Master Class Training services.  These services include integrating the Swrve SDK and platform into and with your app and having your team trained on the Swrve platform.   See below for more detailed descriptions of these services.

If you complete the SmartStart and Master Class Training services within 60 days, your Strategist will still be available to answer your questions.  However, after sixty (60) days, your strategist will no longer be available for consultation, unless your Success Package includes Consulting Hours.

After Onboarding is complete, your Strategist transfers your account to a Strategic Account Manager.  Your Strategic Account Manager will be your primary point of contact going forward.  

Consulting Hours

If you have selected the Premium or Enterprise Success Package, you will be allocated a specified number of Consulting Hours each month.  You can use your Consulting Hours to consult with our Customer Success Team for the following services:

  • Mobile Marketing Strategy
  • Campaign Performance
  • Product Utilization
  • Additional Product Training

The number of hours your team is allocated is determined by your Success Package.    If you do not use your Consulting Hours allocated to you by the end of each month, they will expire and will not carry over to the next month.

Technical Support

All Success Packages include Technical Support.   

Online Product Documentation & Video Tutorials
You have continuous online access to product documentation, technical documentation, best practices, FAQs and video tutorials at http://docs.swrve.com/.

Ticket Support & Support Portal
You should submit technical support & product questions to our support team by sending an email to support@swrve.com.  After submission you will be sent an email confirming the receipt of your question, this is a Support Ticket.  Our support team will respond directly to your Support Ticket, via email, to help you with your request.  You can review the status of your Support Tickets at any time by going to http://support.swrve.com/requests.

Local Business Hours Support
Our technical support team will respond to Support Tickets according to these regional business hours,

  • West Coast Europe - 9:00am - 6:00pm London Time, Monday-Friday
  • East Coast North America - 9:00am - 6:00pm New York Time, Monday-Friday
  • West Coast North America - 9:00am - 6:00pm San Francisco Time, Monday-Friday

Questions submitted outside of these hours will be answered by the next time slot.

Dedicated Technical Support Contact
If you choose the Premium or Enterprise Success Package, you will be assigned a dedicated Technical Support Contact to handle all of your Support Tickets.  Your assigned contact will be an senior member of the Swrve’s Technical Support Team and they will act as your single point of contact to manage all of your Support Tickets.

Priority Ticket Routing
If you choose the Enterprise Success Package, or purchase the Priority Ticket Routing add-on, your tickets will answered before customer tickets submitted by customers on Standard and Premier packages.

24x7 Support
If you choose the Premium or Enterprise Success Package, or purchase the Priority Ticket Routing add-on, you can submit critical issues to our technical support team 24 hours a day, 7 days a week.  A critical issue is considered an issue where Swrve services are unavailable or unusable with no reasonable workaround.

To submit a critical issue, send an email to support­-severity1@swrve.com.   This will page our global  support team and they will acknowledge the issue within 60 minutes and will immediately begin work to resolve it.   Please only use support­-severity1@swrve.com for critical issues.

If you do not choose the Premium or Enterprise Support Package, or purchase Priority Ticket Routing, our global support team will not be paged and your request will be handled according to our standard service levels.

 

Success Packages

Standard Success Package
The Standard Success Package is our base Success Package offering that is included for every Swrve customer.  This package includes onboarding , training and technical support to help address any technical issues after onboarding.   The Standard Success Package is the best choice for customers who need help getting started but no ongoing strategy and minimal ongoing technical support required.

The Standard Success Package Includes:

Onboarding & Training

  • Access to product expert for sixty (60) days
  • One (1) SmartStart service
  • Four (4) hours Master Class Virtual Training

Ongoing Strategic Resources

  • Account Manager
  • One (1) Performance Review Session

Technical Support

  • Access to Online Product Documentation & Video Tutorials
  • 16x5 ticket support
  • Local business hours support

Premium Success Package

For more advanced customers, the Premium Success Package includes all the benefits of Standard, plus monthly strategic support from a Swrve Expert.  The Premium Success Package is the best choice for customers who benefit from additional insights, staffing and a higher level of support.

The Premium Success Package includes:

Onboarding & Training

  • Access to product expert for sixty (60) days
  • One (1) SmartStart service
  • Eight (8) hours Master Class Virtual Training

Ongoing Strategic Resources

  • Account Manager
  • Four (4) hours per month of remote consulting with a Swrve expert
  • Two (2) Performance Review Session

Technical Support

  • Online Product Documentation & Video Tutorials
  • 16x5 ticket support
  • Local business hours support
  • Dedicated Technical Support Contact

Enterprise Success Package
For advanced customers with multiple teams, the Enterprise Success Package includes all the benefits of Premium, but scaled to meet the needs of large enterprises.  The Enterprise Success Package is the best choice for customers with multiple teams who each need their own service, training and support.

The Enterprise Success Package includes:

Onboarding & Training

  • Access to product expert for sixty (60) days
  • Three (3) SmartStart services
  • Twelve (12) hours Master Class Virtual Training
  • One (1) Onsite Swrve University

Ongoing Strategic Resources

  • Account Manager
  • Eight (8) hours per month of remote consulting with a Swrve expert
  • Two (2) Performance Review Session

Technical Support

  • Online Product Documentation & Video Tutorials
  • 24x7 ticket support
  • Local business hours support
  • Dedicated Technical Support Contact
  • Priority ticket routing

Professional Services

Professional Services are available to you in Packages or as Managed Services.  Packages are designed to address a specific business need or challenge.  Managed days are designed to give you specialized resources as you need it.

Packaged Services

SmartStart
Dedicated onboarding to guide your team as they integrate Swrve into one app. Led by a Swrve Mobile Marketing Specialist and a Mobile Integration Engineer.  SmartStart includes:

  • One (1) remote kick-off call to review the scope, roles, requirements and customer responsibilities for Swrve integration.
  • Author one (1) instrumentation specification that defines the engineering work the customer must complete to achieve integration objectives.  
  • Provide technical ticket support (up to 3 concurrent tickets) and phone support (up to 4 hours per week) to customer as customer implements instrumentation specification
  • Conduct verification of Swrve instrumentation after instrumentation specification has been implemented.

Delivery Period: 60 days from purchase
Expiration Period: 90 days from purchase

Master Class Training
In-depth Swrve product instruction and guidance. Delivered via live teleconference with screen sharing or delivered on-premise if included in contract. Led by a Swrve-Certified Mobile Marketing Specialist.

Delivery Period: 60 days from purchase
Expiration Period: 90 days from purchase

Swrve University
In-depth Swrve product instruction and guidance, delivered onsite in your office.  Swrve University includes:

  • One (1) kick-off call to review training objective, educational topics and proposed agenda
  • Reasonable preparation of training material
  • One (1) onsite training session lead by a Mobile Marketing Strategist, up to six (6) hours long

Delivery Period: 14 days, from kickoff to onsite training.
Expiration Period: 270 days from purchase

Strategic Marketing Services
Our Strategic Marketing Services focus on aligning your business’ strategic vision with an actionable roadmap to ensure flawless execution.

  • Onsite strategy session (½ day) dedicated to discovery and/or development of mobile marketing strategy goals
  • Detailed competitive analysis of existing mobile strategies and industry best practices
  • Delivery of six (6) month Mobile Marketing Roadmap, focusing on the development of campaigns to maximize the KPI’s of your core user segments.

Mobile marketing roadmap deliverable may include, but is not limited to, addressing mobile business challenges, contributing to desired KPI’s, and measuring performance gap analysis.  Work will be limited to a maximum of twenty five (25) hours of strategist effort.

Commencement Date:  Mutually agreed in Statement of Work
Delivery Period: 30 days from commencement date
Expiration Period:  180 days from purchase

Partnership Review Session
A meeting involving your Swrve users and executive team members where we review progress in the partnership, collect your feedback and present our roadmap with a particular focus on features you have requested. We want to make sure we are aligning our product and service with your strategic objectives.

Expiration Period:  Renewal date of your current agreement with us

Managed Swrve SDK Integration
Managed integration of the Swrve SDK into your app.  This service must be purchased in conjunction with a Swrve SmartStart.  A managed Swrve SDK Integration includes:

  • One (1) codebase orientation call, with customer’s engineering team, to review customer’s codebase, development and test environment
  • Implementation of one (1) instrumentation specification into customer’s app
  • One (1) code review session, with customer’s engineering team, to review code changes required by instrumentation specification.

Work completed as part of this service is limited to the instrumentation specification and will be limited to a maximum of forty (40) hours of engineering effort.   Customer must also grant Swrve access to their codebase and agree to codebase orientation call and code review session.

Commencement Date:  Mutually agreed in Statement of Work
Delivery Period: 30 days from commencement date
Expiration Period:  180 days from purchase

Swrve Insights
Managed Data Science stack to empower and guide your analytics team to reach the most valuable insights.  The Swrve Insights service includes:

  • Data warehouse, updated hourly with your Swrve Event, User and Campaign Data
  • Web interface, that gives you SQL level access to all of your data
  • Two (2) user licenses to Klipfolio to chart your results
  • Twenty (20) hours per month from a Swrve Data Scientist to perform tasks such as; query implementation, reporting building, behavioral modeling, ect.

Data limits and pricing are agreed in Statement of Work.  You are responsible for managing monthly Data Science hours.  Unused hours will not roll over to next month.

Commencement Date:  Mutually agreed in Statement of Work
Delivery Period: Recurring monthly

Managed Services

Managed Campaign Services
Swrve’s Managed Campaign Services will act as an extension to your Marketing team in setting up, deploying and monitoring your mobile marketing efforts in Swrve.  Managed Campaign Services includes:

  • Dedicated Swrve Campaign Specialist to help plan and launch your campaigns efficiently
  • Project Plan personalized to fit your key business objectives
  • Campaign Implementation from our experienced staff to ensure flawless execution
  • Weekly check in meeting to discuss current campaign status and optimize further
    • Review of ongoing campaigns
    • Discussion and planning for new campaigns
    • Discussion of campaign results

We recommend that you complete your initial SmartStart onboarding program before you engage with Swrve’s Managed Campaign Services.

This project will NOT include creative or content development of your assets, additional app/feature integration, or delivery of mobile strategy roadmap.

Commencement Date:  Mutually agreed in Statement of Work
Resource Lead Time: 7 calendar days before first engagement
Expiration Period:  Renewal date of your current agreement with us