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 available at https://www.swrve.com/company/terms

Onboarding

Each Swrve customer receives product onboarding and training through one of Swrve’s SmartStart services.  Swrve offers three versions of SmartStart, each with an increasing level of support;

  • SmartStart - Swrve technical integration & training.  
  • Strategic SmartStart - Swrve campaign strategy, technical integration, training with assistance and guidance from Swrve  on how to deploy campaigns.  .
  • Managed SmartStart - Swrve campaign strategy, technical integration, training with  campaign deployment managed by Swrve.

Smart Start

Onboarding support to guide Customer’s  team as they integrate Swrve into one app. The Smart Start is led by a Swrve Implementation Specialist and a Swrve Mobile Integration Engineer.  SmartStart includes:

  • Phase 1 - Project Kick-Off
  • Phase 2 - Planning Session
  • Phase 3 - Technical Integration, Support, QA
  • Phase 4 - Training

The scope and timing of SmartStart will be documented in a project plan and provided to customer in writing after the Project Kick-Off call.  All services will be performed remotely at Swrve offices with Customer via videoconference, unless otherwise agreed or specified in the service description.

Delivery Period: 60 days from Subscription start
Expiration Period: 90 days from Subscription start

Strategic SmartStart

Swrve will provide technical integration, training and messaging support to guide Customer’s  team as they integrate Swrve into one mobile application.  Swrve will provide a detailed 12-week plan document along with a schedule for weekly support calls and reporting.   Staffed by a Swrve technical integration Specialist, a Swrve Mobile Integration Engineer and a Swrve Campaign Specialist., the Strategic SmartStart includes the following phases:

  • Phase 1 - Project Kick-Off
  • Phase 2 - Planning Workshop
  • Phase 3 - Technical Integration, Support, QA
  • Phase 4 - Training
  • Phase 5 - Messaging Program

The scope and timing of Strategic SmartStart will be documented in a project plan  and provided to Customer in writing after the Project Kick Off call.  All services will be performed remotely at Swrve offices with Customer via videoconference, unless otherwise agreed or specified in the service description.

Delivery Period: 120 days from Subscription start
Expiration Period:  180 days from  Subscription start

 

Managed  SmartStart

Swrve will provide technical integration, training and messaging support to guide Customer’s  team as they integrate Swrve into one mobile application.  This guidance will be documented in a detailed 12-week plan document along with a schedule for weekly support calls and reporting.  In addition Swrve will provide hands on managed implementation of Customer’s marketing plan.  Staffed by a Swrve technical integration Specialist, a Swrve Mobile Integration Engineer and a Swrve Campaign Specialist, the  Managed SmartStart includes the following phases:

  • Phase 1 - Project Kick-Off
  • Phase 2 - Planning Workshop
  • Phase 3 - Technical Integration, Support, QA
  • Phase 4 - Training
  • Phase 5 - Messaging Program Implementation

The scope and timing of Managed SmartStart will be documented and provided to Customer in writing after the Project Kick Off Call.  All services will be performed remotely at Swrve offices with Customer via videoconference, unless otherwise agreed or specified in the service description.

Delivery Period: 120 days from Subscription start
Expiration Period:  180 days from Subscription start

Onboarding Delivery

Each SmartStart begins on the subscription Effective Date specified in the Swrve Commercial Terms and ends at the end of the Delivery Period.   If it is necessary  to delay a SmartStart, Customer and Swrve must mutually agreed on revised SmartStart Start Date by email.  SmartStart may be delayed up to 90 days from the  Effective Date.

Each SmartStart project will be assigned a Swrve Implementation Specialist.  Customer’s  Implementation Specialist will act as the Project Manager for the service and will pull in other Swrve experts as needed, typically a Swrve Mobile Implementation Engineer and a Swrve Campaign Specialist.  

If the SmartStart is completed before the Delivery Period ends,   the Swrve Implementation Specialist will still be available to answer questions for the duration of the Delivery Period.  If Customer requires additional support from  the Swrve Implementation Specialist additional services can be purchased.  

Support Packages

Each Swrve customer receives expert support throughout their relationship with Swrve through Swrve Support Packages.  Swrve offers three versions of Support, each with an increasing level of support:

  • Standard - Base level support, offering online documentation and ticket support
  • Premium - Enhanced level of support, offering quarterly business reviews and phone support
  • Enterprise - Enterprise level of support, offering monthly business reviews, 24/7 ticket support, onsite support and priority ticket routing

Standard Support Package

The Standard Support Package is Swrve’s base support offering that is required for every Swrve Customer.  The Standard Support Package is the best choice for customers who, after onboarding and setup, require only minimal ongoing technical support.

The Standard Support Package Includes:

Account Management

  • One (1) Annual Performance Review Session

Technical Support

  • Online Product Documentation & Video Tutorials
  • Support via Online Portal and Email
  • 8x5 regional business hours support

Premium Support Package

The Premium Support Package includes all the benefits of the Standard Support Package, with more frequent performance reviews, and additional access to our expert technical support team.  The Premium Support Package is the best choice for customers who would benefit from additional staffing, and a higher level of support.

The Premium Support Package includes:

Account Management

  • Named Account Manager
  • Quarterly Performance Review session(s)
  • New Feature Release Training

Technical Support

  • Online Product Documentation & Video Tutorials
  • Support via Online Portal and Email
  • 16x5 global business hours support
  • Phone Support

Enterprise Support Package

For customers requiring a higher degree of technical support, periodical insight and performance reviews, and priority access to our expert technical team, the Enterprise Support Package is the best choice.

The Enterprise Support Package includes:

Account Management

  • Named Account Manager
  • Monthly Performance Review session(s)
  • Early Access to New Feature Releases
  • New Feature Release Training

Technical Support

  • Online Product Documentation & Video Tutorials
  • Dedicated Technical Support Manager
  • Support via Online Portal and Email
  • 24x7 global business hours support
  • Priority Ticket Routing
  • Phone Support
  • Onsite Technical Support

Enterprise Support Packages contain two types of service: account management, and technical support.

Account Management

All Support Packages include a level of Account Management, depending on the Support Package that is chosen.   Customer that  select the Premium or Enterprise Support Package, will be assigned a dedicated Account Manager, who will act as the Customer’s dedicated contact at Swrve for the duration of the support package term. Depending on the level of Support Package customers will benefit from the following:

  • Periodic Performance Reviews
  • A Dedicated Account Manager
  • Early Access to New Features
  • New Feature Training

Technical Support

All Support Packages include a level of Technical Support,  depending on the Support Package that is chosen.

Online Product Documentation & Video Tutorials

All customers with support packages will have continuous online access to product documentation, technical documentation, best practices, FAQs and video tutorials at http://docs.swrve.com/.

Ticket Support & Support Portal

Customers should submit technical support & product questions to Swrve’s support team by sending an email to support@swrve.com.  After submission, an email will be sent confirming the receipt of the question, this creates a Support Ticket.  Swrve’s support team will respond directly to each Support Ticket, via email, to help customers  with thier  requests.  Customers can review the status of thier Support Tickets at any time by going to http://support.swrve.com/requests.

Phone Support

Phone Support provides an additional channel of support to help more effectively identify, and resolve technical issues. Support will be provided via direct-dial, or webex during relevant business hours (see Business Hours Support).

Business Hours Support

Our technical support team will respond to Support Tickets according to the following regional business hours:

  • Regional - West Coast Europe - 9:00am - 6:00pm London Time, Monday-Friday
  • Regional - West Coast North America - 9:00am - 6:00pm San Francisco Time, Monday-Friday
  • Global - European and American - 9.00am UTC - 2.00am UTC, Monday-Friday

The above times exclude local holidays.  Questions submitted outside of these hours will be answered by the next time slot.

Dedicated Technical Support Contact

Customers that choose the Premium or Enterprise Support Package, will be assigned a dedicated Technical Support Contact to handle all of its Support Tickets.  The assigned contact will be a senior member of the Swrve’s Technical Support Team and will act as Customer’s single point of contact to manage all Support Tickets.

Priority Ticket Routing

For Customers that  choose the Enterprise Support Package, or purchase the Priority Ticket Routing add-on, tickets will answered before customer tickets submitted by customers on Standard and Premier packages.

24x7 Support (Enterprise Support Only)

Customers who choose the Enterprise Support Package, can submit critical issues to Swrve’s technical support team 24 hours a day, 7 days a week.  A issue is considered critical when 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 Swrve’s global  support team.  Swrve  will acknowledge the issue within 60 minutes and will immediately begin work to resolve it.   The support­-severity1@swrve.com email can only be used for critical issues.

When critical issues are submitted by Customers that have chosen a Support Package other than the Enterprise Support Package, Swrve’s global support team will not be paged and the request will be handled according to Swrve’s standard service levels.


Professional Services

Each Swrve customer can engage with Swrve’s Professional Services team for an enhanced level of support beyond onboarding and technical support.

Swrve University

Swrve University is provides Customers with in-depth Swrve product instruction and guidance, delivered onsite in Customer’s office, and 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

Managed Swrve SDK Integration

This service provides managed integration of the Swrve SDK into a Customer app.  This service must be purchased in conjunction with a Swrve SmartStart, and 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

Data Migration Assistance

Data Migration Assistance provides expert help to transfer business critical data from another data source to Swrve.  Led by a Swrve Mobile Integration Engineer, Data Migration Assistance includes:

One (1) pre-migration assessment to scope the data migration project.  During this assessment Swrve will meet with Customer and determine if the migration is feasible, how long the migration will take and what human and technology resources are required.

Author (1) Data Migration Plan that will include:

  • Dictionary to define what data will (and won’t) be migrated and its schema;
  • Mapping to define data sources and destinations;
  • Volume metrics to define how much data will be transferred;
  • List of tools required to complete transfer;
  • Expected additional cost (if any) to complete migration; and
  • Quality assurance plan to confirm data has been migrated correctly.
  • Complete (1) Data Migration Plan

One (1) post-migration meeting to review migration results

Swrve will make reasonable effort to migrate Customer data, however,  in some cases, additional costs will be required to migrate large or overly complex data sets.  The assigned Swrve Mobile Integration Engineer will communicate what data can be migrated during Customer’s pre-migration assessment and all additional fees will be documented in the Data Migration Plan.

Delivery Period: 60 days from effective date
Expiration Period: 90 days from effective date

Swrve Premium Analytics

Swrve Premium Analytics provides a Managed Data Science stack to empower and guide Customer’s analytics team to reach the most valuable insights.  The Swrve Premium Analytics service includes:

  • Data warehouse, updated hourly with Customer’s Swrve Event, User and Campaign Data
  • Web interface, that gives Customer SQL level access to all of its data
  • Access to a Swrve Data Scientist for up to twenty (20) hours per month to perform tasks such as: query implementation, reporting building, behavioral modeling, and the like.

Data warehouse includes 160GB of storage.  A Data Overage Fee of $250 per month will apply for each additional block of 160GB over the included 160GB. Customer is 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

Rate Card

Rates for services follow this rate card (Role, Day Rate, Role Description):

  • Strategist, $1,800, Review, develop and present mobile marketing strategy
  • Copywriter, $1,200, Develop copy for push, in-app and email campaigns
  • Graphic Designer, $1,200, Develop light creative for in-app messages
  • Project Manager, $1,800, Manage project based deliverables
  • Campaign Specialist, $1,200, Implement campaigns in the Swrve dashboard
  • Analyst, $1,800, Analyze campaign data and report on business impact
  • Engineering, $1,800, Implement the Swrve SDK into your app
  • Blended Rate - On Demand, $1,500, Blended rate across all roles
  • Blended Rate - Retainer, $1,200, Reduced rate if engaged in multi-month project

Glossary

The following terms  to the services above:

  • Descriptions - Swrve may periodically update the descriptions of Professional Services and Support Packages on this page.
  • Personnel - Swrve may choose to change the personnel assigned to a customer account or the delivery of Professional Services any time, for any reason.
  • Location - All Professional Services will be performed remotely at Swrve offices, unless otherwise agreed or specified in the service description.
  • Expenses - For Professional Services performed onsite, Customer will reimburse Swrve reasonable travel costs and other direct  expenses incurred in connection to the provision of the Professional Services.
  • Expiration - All Professional Services expire on the earlier of either (a) the period documented for the specific service above as “Expiration Period” or (b) the end of the Customer’s agreement with us.
  • Refund - Professional Services are non-cancellable and all fees for Professional Services are non-refundable.
  • Deliverables - Swrve Professional Services are generally provided on a time and materials basis, however if a Professional Service  includes deliverables in the applicable Statement of Work, Swrve expects that those deliverables will be completed in the period documented as “Delivery Period” for such service.   If Swrve cannot complete such deliverables because of missing resources, technical limitations or other items we need from the Customer,  the Professional Services will be considered complete as is.  If Swrve cannot complete such deliverables because of missing resources, technical limitations or other items, the customer needs from Swrve , we will extend the Delivery Period to allow completion of the Professional Service.

If you have any questions about these services please send it to support@swrve.com.  

These service descriptions were last updated: February 13, 2017.