Posts Tagged ‘service level agreement’

Put customer support first when choosing the right ESP

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Choosing an email marketing vendor might seem like a daunting task. Products and roadmaps among well-established ESPs might start to look pretty much similar, because vendors like to blur the lines to come out full-featured. In an extreme case, you will find yourself ending up making a choice based predominantly on price. Wrong.

Is your email marketing vendor reliable?

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In today’s networked economy, a suppliers’ hiccup can very well leave you with the broken pieces of missed conversions or – even worse – disappointed clients. But it is hard to get a feel for the reliability of an email marketing service provider when you haven’t worked with them before. Why is the reliability of […]

The Iceberg Effect – How to compare ESP pricing

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You are in the middle of choosing a new ESP and have narrowed your list down to a few – the ESP shortlist. They all seem to provide great service and good value for money – or do they? When considering the deals on the table do you know what the full costs are? Or […]

Report: Do marketers get the service they need from their Email Marketing Service Providers?

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Are email marketers getting the level of service they need for their brand’s email channel? That is the main question answered in the 2012 retail email marketer survey by Bluehornet. In other words: Are email marketers getting the level of service they need for good business? Maybe not all.

Service level agreement (SLA)

A service level agreement (SLA) is a part of a contract where the level of service is formally defined. The SLA records mutually agreed-upon conditions regarding services, priorities, responsibilities, guarantees and warranties. Each area should have the “level of service” defined.

Request for proposal (RFP)

A request for proposal in email marketing answers specific questions about how the vendor solution will meet needs and goals. It provides detailed information on requirements such as function and workflow, business goals and integration specs to the vendors. These are often lengthy documents.