Acoustic Campaign

This Service Description describes the SaaS Product. The applicable order documents provide pricing and additional details about Customer's order.

1. SaaS Product

Acoustic Campaign is a cloud-based digital marketing platform that leverages customer data, analytical insights, and automating relevant cross-channel interactions. Acoustic Campaign provides solution-based Editions and services that map to marketer needs to simplify the buying process.

1.1 Acoustic Campaign

The Customer may select from the following available offerings.

1.1.1 Campaign Essentials Edition

Campaign Essentials Edition is available on a subscription and pay per use basis. This SaaS Product offering includes the following functionality:
  • Email Messaging: Create, test, and send emails with dynamic content that provides specific messages to each customer.
  • Mobile Push Messaging: Deliver personalized messages by combining mobile app data with rich consumer profile information.
  • Email Insights: Enables users to preview the look and feel of mailings across multiple different email clients, track email client usage across mailing lists helping to optimize email programs based on the specific devices and email clients that customers use.
  • Social Audiences: Social media marketing application that allows customers to send specific audiences and related ads to social media networks for marketing to the specific audience or to like audiences.
  • Customer Profiles: Collect comprehensive customer data in a marketing database and leverage that data to drive automated campaigns and personalized communications.
  • Program Automation: Create omni-channel marketing campaigns through a visual canvas that automates the sending of individual messages and/or nurture campaigns based on behavioral actions.
  • Segment Creation: Use behavioral, profile, preference data, and more, to query and narrow down Customer's target audience. Optionally, integrate these segmentation queries with Customer's marketing strategies to deliver highly engaging, personalized content to Customer's target audience.
  • Scoring: Score customers and prospects based on buying criteria, demographics, and behaviors such as website visits, form submissions, and message interaction, or on time-based components, including recency and frequency. Based on scores, marketing automation features route customers and prospects for appropriate follow-up.
  • Customer Relationship Management (CRM) Integration: Integration with third-party CRM systems, including Salesforce.com, Microsoft Dynamics CRM, and Sugar CRM.
  • Performance Insights: A reporting and analytics capability to help marketers define and measure their campaign performance across digital channels.
  • Content Builder: An intuitive, web-based editor enables Customer to create and edit content in the application, with point-and-click access to features, such as link tracking, personalization, dynamic content, and more.
  • Dynamic Content: Create messages directly in the message body that are relevant and specific to each customer, using an intuitive point-and-click interface.
  • A/B Testing: Send test emails to test subject line, from name or content elements; find out which element has the best response and send the best performing emails to contacts.
  • Social Share: Share email marketing messages on social networking sites and produce detailed report results.
  • Progressive Forms: Reduce form abandonment and build a contact's profile, over time, with progressive web forms that show different questions each time a contact visits a website or landing page.
  • Digital Behavior Tracking: Monitor how contacts interact with Customer online by using calculators, live chats, social buttons, and more. Use these custom web tracking event behaviors to move a contact to a marketing program or a behavior scoring model.
  • Landing Page: Point-and-click access to create campaign-specific pages and custom web forms. Custom domains for landing pages must be purchased separately.
  • Behavioral Analytics: Manipulate mailing results to identify trends and target customer segments; define customer segments and select metrics to create cross-tab and table reports, and then manipulate reports by adding or removing fields, changing metrics, and sorting and ordering columns.
  • Campaign Reports: Create aggregate and detailed reporting information about emails sent to customers. Reporting metrics include opens, conversions, rich media, forwards, and click-stream data access.
  • Application Programming Interfaces (APIs): The Campaign API Suite utilizes standard web protocols and file formats. Real-time requests and responses are handled via HTTP/HTTPS and batches of data are handled via FTP/SFTP.
Included in the subscription fees for an Instance of this SaaS Product offering are the following:
  1. Ten Authorized Users per Organization
  2. 20 active programs
  3. 500,000 Marketing Interactions per month
  4. Unlimited Database Records
  5. Five organizations. An Organization is an independent environment within the Customer's Instance.
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template for preview.
  7. One scoring model
  8. Five sending domains
  9. One Customer branded host domain
  10. One IP address for sending messages
  11. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
Customers may also purchase additional volumes of Authorized Users, programs, Marketing Interactions, scoring models, Organizations, domains, and IP addresses.

1.1.2 Campaign B2B Essentials Edition

Campaign B2B Essentials Edition includes all the capabilities of the Campaign Essentials Edition. Included in the subscription fees for an Instance of this SaaS Product offering are the following:
  1. Ten Authorized Users per Organization
  2. 20 active programs
  3. 50,000 Database Records per month
  4. Unlimited Marketing Interactions
  5. Five organizations. An Organization is an independent environment within the Customer's Instance.
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template for preview.
  7. Five scoring models
  8. Five sending domains
  9. One Customer branded host domain
  10. One IP address for sending messages
  11. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  12. Technical support
  13. Online training modules
Customers may also purchase additional volumes of Authorized Users, programs, Database Records, scoring models, organizations, domains, and IP addresses.

11.3 Campaign Standard Edition

Campaign Standard Edition includes all the capabilities of the Campaign Essentials Edition. Included in the subscription fees for an Instance of this SaaS Product are the following:
  1. 20 Authorized Users per Organization
  2. Unlimited active programs (50 are initially provisioned)
  3. 1,000,000 Marketing Interactions per month for a total of 12,000,000 Marketing Interactions that can be consumed annually
  4. Unlimited Database Records
  5. Ten organizations. An Organization is an independent environment within the Client's Instance.
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  7. Unlimited scoring models (50 are initially provisioned)
  8. Five sending domains
  9. One Customer branded host domain
  10. One IP address for sending messages
  11. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
Customers may also purchase additional volumes of Authorized Users, Marketing Interactions, organizations, domains, and IP addresses.

Customers with unlimited active programs and scoring models are initially provided a quantity of fifty. Additional active programs and scoring models can be requested as needed through the Campaign support team. Additional programs and scoring models will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.1.4 Campaign B2B Standard Edition

Campaign B2B Standard Edition includes all the capabilities of the Campaign Standard Edition. Included in the subscription fees for an Instance of this SaaS Product are the following:
  1. 20 Authorized Users per organization
  2. Unlimited active programs (50 are initially provisioned)
  3. 100,000 Database Records per month
  4. Unlimited Marketing Interactions
  5. Ten organizations. An Organization is an independent environment within the Client's Instance.
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template for preview.
  7. Unlimited scoring models (50 are initially provisioned)
  8. Five sending domains
  9. One Customer branded host domain
  10. One IP address for sending messages
  11. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  12. Technical support
  13. Online training modules
Customers may also purchase additional volumes of Authorized Users, Database Records, organizations, domains, and IP addresses.

Customers with unlimited active programs and scoring models are initially provided a quantity of fifty. Additional active programs and scoring models can be requested as needed through the Campaign support team. Additional programs and scoring models will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.1.5 Campaign Premium Edition

Campaign Premium Edition includes all the capabilities of the Campaign Standard Edition plus the following:
  • Multifactor Authentication: Use an authentication code as a secondary log-on requirement, in addition to a user's username/password combination, to grant access to a Campaign account through a web browser.
  • Duplicate Message Send: Receive exact copies of email messages sent to customers for regulatory, compliance, audit, or other tracking purposes.
  • Transact: Deliver real-time, custom branded, one-to-one transactional messages generated by triggers in emails, web forms, landing pages or tele-sales
  • Budget and Expense Planning: Access to a budget and planning application that connects to marketing, customer relationship management, and finance systems.
Included in the subscription fees for an Instance of this SaaS Product are the following:
  1. Unlimited Authorized Users per organization (20 are initially provisioned per organization)
  2. Unlimited active programs (50 are initially provisioned)
  3. 1,500,000 Marketing Interactions per month
  4. Unlimited Database Records
  5. Unlimited Organizations (ten are initially provisioned). An Organization is an independent environment within the Client's Instance.
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template for preview.
  7. Unlimited scoring models (50 are initially provisioned)
  8. Unlimited sending domains (five are initially provisioned)
  9. Unlimited Customer branded host domains (one is initially provisioned)
  10. Unlimited IP addresses for sending messages (five are initially provisioned)
  11. Unlimited Transact Organizations (one is initially provisioned)
  12. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  13. Five Authorized Users for Budget and Expense Planning
  14. One Budget and Expense Planning Connector
Customers may also purchase additional volumes of Marketing Interactions and Budget and Expense Planning Users and Connectors.

Customer is provided an initial volume of Authorized Users, programs, organizations, scoring models, sending domains, Customer branded host domains, and IP addresses. Additional volumes can be requested as needed through the Campaign support team. Additional volumes will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.1.6 Campaign B2B Premium Edition

Campaign B2B Premium Edition includes all the capabilities of the Campaign Premium Edition. Included in the subscription fee for an Instance of this SaaS Product are the following:
  1. Unlimited Authorized Users per organization (20 are initially provisioned per organization).
  2. Unlimited active programs (50 are initially provisioned).
  3. One Hundred and Fifty Thousand Database Records per month
  4. Unlimited Marketing Interactions
  5. Unlimited Organizations (ten are initially provisioned).An Organization is an independent environment within the Client's Instance
  6. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template for preview.
  7. Unlimited scoring models (fifty are initially provisioned)
  8. Unlimited sending domains (five are initially provisioned)
  9. Unlimited Customer branded host domains (one is initially provisioned)
  10. Unlimited IP addresses for sending messages (one is initially provisioned)
  11. Unlimited Transact Organizations (one is initially provisioned) if Client subscribes to Transact message volume add on.
  12. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  13. Five Authorized Users for Budget and Expense Planning
  14. One Budget and Expense Planning Connector
Customers may also purchase additional volumes of Database Records and Budget and Expense Planning Users and Connectors.

Customer is provided an initial volume of Authorized Users, programs, organizations, scoring models, sending domains, Customer branded host domains, Transact Organizations, and IP addresses. Additional volumes can be requested as needed through the Campaign support team. Additional volumes will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.1.7 Campaign Email Basics Edition

Campaign Email Basics Edition provides marketers with early digital marketing programs the ability to create and send a large volume of email communications. The Email Basics Edition is available on a subscription basis. This SaaS Product includes the following features:
  • Email Messaging: Create, test, and send emails with dynamic content that provides specific messages to each customer. A/B testing included.
  • Customer Profiles: Collect comprehensive customer data in a marketing database and leverage that data to drive automated campaigns and personalized communications.
  • Segment Creation: Use behavioral, profile, preference data, and more, to query and narrow down Customer's target audience. Optionally, integrate these segmentation queries with Customer's marketing strategies to deliver highly engaging, personalized content to Customer's target audience.
  • Performance Insights: A reporting and analytics capability to help marketers define and measure their campaign performance across digital channels.
  • Content builder: An intuitive, web-based editor enables Customer to create and edit content in the application, with point-and-click access to features, such as link tracking, personalization, dynamic content, and more.
  • Dynamic content: Create messages directly in the message body that are relevant and specific to each customer, using an intuitive point-and-click interface.
  • A/B testing: Send emails to test subject line, from name, or content elements; find out which element has the best response and send the best performing emails to contacts.
  • Social share: Share email marketing messages on social networking sites and produce detailed report results.
  • Landing page: Point-and-click access to create campaign-specific pages and custom web forms.
  • Campaign reports: Create aggregate and detailed reporting information about emails sent to customers. Reporting metrics include opens, conversions, rich media, forwards, and click-stream data access.
Included in the subscription fee for this SaaS Product offering are the following:
  1. Five users
  2. One Organization. An Organization is an independent environment within the Client's instance
  3. Five sending domains
  4. One Customer branded host domain
  5. One IP address for sending messages
  6. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  7. Technical support
  8. Online training modules

1.1.8 Campaign Engage

Campaign Engage is a cloud-based digital marketing platform that supports omni-channel marketing and lead management. The SaaS Product uses Customer customer data and individual behaviors, collected from a variety of sources, to inform and drive personalized interactions in real time on behalf of the Customer. Campaign Engage includes all the capabilities provided by Campaign Essentials Edition except for the following functionality, which must be purchased separately: Mobile Push Messaging, Social Audiences, Group Messaging, and Email Insights.

Included in the subscription fees for this SaaS Product are the following:
  1. Five sending domains
  2. One Customer branded host domain
  3. One IP address for sending messages
  4. Ten Organizations
  5. Unlimited Authorized Users(twenty are initially provisioned per organization)
  6. Unlimited active programs (fifty are initially provisioned)
  7. Unlimited scoring models (fifty are initially provisioned)

1.2 Optional Services

1.2.1 Campaign Social Audiences

Campaign Social Audiences provides marketers with the ability to target their customers using paid social media. Customers who purchase a Campaign Edition have Social Audiences included as part of Customer's Marketing Interaction Events. Social Audiences can also be purchased as a standalone product.

Included in the subscription fees for this Cloud Service are the following:
  1. One Organization. An Organization is an independent environment within the Client's Instance
  2. Twenty Users

1.2.2 Campaign Budget and Expense Planning

Campaign Budget and Expense Planning helps marketers budget and plan with an application that connects to marketing, customer relationship management, and finance systems. This SaaS Product is powered by Allocadia, a third-party partner, and can be purchased as a standalone product or for use with Campaign. Features include:
  • Planning: Create and share plans to align corporate strategy, forecast return on investment and predict revenue impact.
  • Budgeting: Create and manage global budgets in any currency without cumbersome, disconnected spreadsheets whether global, regional, or product centric.
  • Performance: Visualize, analyze, and optimize spend; make smarter decisions when connecting plans and budgets to CRM, finance, and marketing data.
Included in the subscription fee for this SaaS Product are the following:
  1. Five Authorized Users
  2. One Connector
Campaign Budget and Expense Planning Additional Users may be purchased if Customer requires additional Authorized Users beyond what is provided with the base service. Campaign Budget and Expense Planning Additional Connector may be purchased if Customer requires additional Connectors to be used with the base service.

1.2.3 Campaign Engage Mobile

Campaign Engage Mobile enables Customers to collect data from their smartphone applications and send push notifications (including but not limited to iPhone, iPad and Android). The functionality includes the ability to send personalized push notifications with actions that drive engagement with Customer's smartphone application. An SDK is provided that enables the application to send push notifications as well as register the device and send events to Campaign.

1.2.4 Campaign Weather FX

Campaign Weather FX allows Customers to use weather event triggers from The Weather Company for sending personalized communications. Weather event triggers are available in three different tiers:
  1. Relative Triggers - Provides weather event triggers relative to geography and season.
  2. Product Triggers - Provides weather event triggers relative to product usage and sales or consumer activity.
  3. Premium Triggers - Provides customer weather event triggers based on combinations of product detail, consumer activity, and weather information.

Weather event triggers are only available in select geographies.

1.2.5 Campaign Duplicate Message Send

This service offers the following capabilities to subscribers of Campaign Essentials Edition, B2B Essentials Edition, Standard Edition, and B2B Standard Edition. Duplicate Message Send allows a Campaign Customer to receive exact copies of the personalized message sent to their customers for regulatory, compliance, audit, or other tracking purposes. Duplicate Message Send currently only applies to email. This offering is available as a subscription and provides unlimited duplicate message sends.

1.2.6 Campaign Additional Scoring

This service offers the following capabilities to subscribers of Campaign Essentials Edition and B2B Essentials Edition. Additional Scoring provides the capability to add additional scoring models beyond those included in the Customer's Campaign Edition. Additional scoring models can be requested as needed through the Campaign provisioning team. Additional models will be deployed in specific numbers based on the most efficient use of the scoring feature and as needed by the Customer.

1.2.7 Campaign Additional Programs

This service offers the following capabilities to subscribers of Campaign Essentials Edition and B2B Essentials Edition. Additional Programs provides the capability to add additional active programs beyond those included in the Customer's Campaign Edition. Additional active programs can be requested as needed through the Campaign provisioning team. Additional programs will be deployed in specific numbers based on efficient usage of the programs feature and as needed by the Customer.

1.2.8 Campaign Additional IP Address

This offering is the yearly subscription for an additional IP address.

1.2.9 Campaign Citrix Integration

This service provides Campaign product functionality for use with one instance of the Citrix GoToWebinar products. This integration imports attendee session and profile data into a Engage Relational Table on a daily basis. The Customer must purchase their Citrix license separately.

1.2.10 Campaign CRM Integration

This service enables Client to establish a synchronization of data between Salesforce.com relationship management system and Campaign. Integration is limited to one CRM system instance and one Campaign marketing database.

1.2.11 Campaign CRM Integration with Scribe

This enables Client to establish a synchronization of data between Microsoft Dynamics and SugarCRM relationship management systems and Campaign. Integration is limited to one CRM system instance and one Campaign marketing database. Campaign Dynamics & SugarCRM Integration with Scribe relies on or incorporates third party technology provided by TIBCO Scribe.

1.2.12 Campaign Inbox Monitoring

This service allows Customers to measure general inbox delivery to large Internet Service Providers (ISPs) and Inbox Providers across multiple regions. This SaaS Product is available on a pay per use basis.

1.2.13 Campaign Multi-Factor Authentication

This offering provides functionality to support the use of an authentication code as a secondary log-on requirement, in addition to a user's username/password combination, to grant access to a Campaign account through a web browser.

1.2.14 Campaign Barcode Generator

This offering provides functionality to embed barcodes or promotional codes in emails. Campaign accepts a barcode number and outputs an image to be included in emails.

1.2.15 Campaign Transact Magento Integration

This service enables the routing of relevant transactional emails generated by a Magento instance through the Campaign Transact transactional email service. A license for Magento is also required, which the Customer must purchase separately from the vendor.

1.2.16 Campaign Web Analytics Integration

This service provides integration between Campaign (one organization) and one of the following web analytics systems: Digital Analytics or Adobe Omniture.

1.2.17 Campaign WebEx Integration

This service provides Campaign product functionality for use with one instance of Cisco WebEx. This integration imports attendee session and profile data into a Campaign Relational Table on a daily basis. The Customer must purchase their WebEx license separately.

1.2.18 Campaign Ticketmaster Integration

This service provides Campaign the ability to integrate with Ticketmaster data sets. The data set is pushed to relational tables in Campaign at a set frequency. Data can be used for segmentation, scoring and personalization.

1.2.19 Campaign Transact

This service provides the ability to deliver real-time, custom branded, one-to-one transactional messages generated by triggers in emails, web forms, landing pages or tele-sales. Campaign Transact is a dedicated sending architecture specifically designed for the unique needs of transactional or triggered messages such as receipts, notifications, alerts, itineraries, etc. It can be connected to an in-house system currently triggering messages. Provided with the product are an IP address and custom domain, link and message delivery tracking, bounce and reply management and tracking on message distribution, activity, and delivery metrics.

Customers who subscribe to Campaign B2B Essentials or B2B Standard must also obtain entitlements to Campaign Transact Messages.

1.3 Acceleration Services - Setup

1.3.1 Campaign Email Onboarding Services

Campaign Email Onboarding provides consulting services for new Customer onboarding, enabling users to fast track configuration, and utilize functionality in the SaaS Product. This remotely delivered service offering provides up to 18 scheduled, one-hour meetings, delivered within a 90-dayperiod. This service is required with an initial Campaign subscription and begins at the start of the term.

A consultant will guide Customer through transitioning to the core Campaign topics including provisioning and set up, database and content best practices, email deliverability best practices, email program automation, scoring models, and reporting. In addition, Customer will be able to select additional topics of choice to further explore the SaaS Product, including overviews on UBX, API guidance, Journey Designer, and more. At the end of the service,a consultant will review with Customer goals and objectives, suggestions for future expansion, and transition to ongoing support or services.

1.3.2 Campaign Existing Customer Email Onboarding Services

This service provides optional consulting services for an existing Customer with new marketing employees to onboard to the SaaS Product. This service will enable users to fast track training, review the existing configuration, and utilize functionality in the SaaS Product. This remotely delivered service offering provides up to 10 scheduled, one-hour meetings, delivered within a 60-day period.

A consultant will guide Customer's new employees (up to three participants) through basic understanding of the current SaaS Product configuration and core Campaign topics, including database and content best practices, email deliverability best practices, email program automation, scoring models, and reporting. Additional topics of choice related to Campaign can be covered as time permits.

1.3.3 Campaign Mobile Push Onboarding Services

Campaign Mobile Push Onboarding provides consulting services for Campaign Customers using basic features of mobile application messaging. This remotely delivered service provides up to 15 scheduled, one-hour meetings, delivered within a 90-day period. This service will assist and guide customers in setup and configuration of the push notification functionality to include organization setup, database enablement, SDK integration, and sending push notifications. Customers must select either Mobile Push Onboarding Services or Mobile Push Advance Onboarding Services if using Campaign's mobile application messaging functionality.

1.3.4 Campaign Mobile Push Advanced Onboarding Services

Campaign Mobile Push Advanced Onboarding provides consulting services for Campaign Customers using many or all of the features of mobile application messaging. This remotely delivered service provides up to 25 scheduled, one-hour meetings, delivered within a six-month period. This service will assist and guide customers in setup and configuration of the push notification functionality to include organization setup, database enablement, SDK integration, and sending push notifications. A consultant will advise and assist clients with the advanced mobile application message features, including rich content messages, location-based messages, and integration with client's systems and apps. Customers must select either Mobile Push Onboarding Services or Mobile Push Advance Onboarding Services if using Campaign's mobile application messaging functionality.

1.3.5 Campaign IP Reputation Warm Up

This service provides a one-hour strategy call with a deliverability expert, up to 25 hours of remotely delivered managed services over a 30-dayperiod to execute ramp up of a single IP address used by Campaign, and a one hour debrief call with a deliverability expert. Up to two non-critical, non-time-sensitive emails are in scope for the purpose of reputation building (self-sustained HTML ready mailing content required). This service does not guarantee white listing or IP ramp up success, as this is dependent upon many external factors.

1.3.6 Campaign Add-On Domain

This service updates the SaaS Product environment to use an additional Reputation Identity beyond the amount provided with Campaign. This service can be used for adding both sending and Customer branded host domains to the SaaS Product environment.

1.3.7 Campaign Add-On Organization

This service provides an additional Campaign organization (an independent environment set up to usually add an additional company or division).

1.3.8 Campaign Dynamics & Sugar CRM Integration with Scribe Set Up

This service updates the Cloud Service environment with an integration to Microsoft Dynamics or SugarCRM through TIBCO Scribe. Set up is limited only to an out of the box configuration.

1.3.9 Campaign Deliverability Consultation

This service helps Customers discover and implement email marketing and deliverability best practices with Campaign. This remotely delivered service provides up to 22 consultation hours. A deliverability consultant is assigned to lead Customers and provide specific strategies that can be directly applied to active sending patterns.

1.3.10 Campaign ISP Delivery Investigation

This service provides best practice recommendations specific to Customer needs and tailor for the Customer's identified ISP. This remotely deliver services provides up to five (5) hours and is limited to the research of no more than two dedicated IPs and one ISP.

1.3.11 Campaign Product Consulting Bronze

This service provides up to 75 hours of remotely delivered product and technical consulting, best practices and guidance on recommended usage of the SaaS Product. This may include discovery, consultation, integration planning and design, and documentation as agreed to with the Customer. This service is not intended for customized development efforts and does not provide strategic marketing guidance for overall use case creation. This service must be consumed within 12 months of purchase.

1.3.12 Campaign Product Consulting Silver

This service provides up to 175 hours of remotely delivered product and technical consulting, best practices and guidance on recommended usage of the SaaS Product. This engagement will begin with discovery and development of a project charter. This service may also include additional discovery, project plan and resource plan development, consultation, integration planning and design, documentation and project management as agreed to with the Customer. This service is not intended for customized development efforts and does not provide strategic marketing guidance for overall use case creation. This service must be consumed within 12 months of purchase.

1.3.13 Campaign Consulting Gold

This service provides up to 300 hours of remotely delivered product and technical consulting, best practices and guidance on recommended usage of the SaaS Product. This engagement will begin with discovery and development of a project charter. This service may also include additional discovery, project plan and resource plan development, consultation, integration planning and design, documentation and project management as agreed to with the Customer. This service is not intended for customized development efforts and does not provide strategic marketing guidance for overall use case creation. This service must be consumed within 12 months of purchase.

1.3.14 Campaign Managed Services Bronze

This service provides up to 50 hours of remotely delivered managed services, including list and mailing import, segmentation management, scoring model creation, asset preparation/configuration, campaign deployment, reporting and other in-product activities on behalf of the Customer. Standard turnaround for managed services is 5 business days for standard single mailing events. Some activities may require longer production cycles. This service must be consumed within 12 months of purchase.

1.3.15 Campaign Managed Services Silver

This service provides up to 150 hours of remotely delivered managed services, including list and mailing import, segmentation management, scoring model creation, asset preparation/configuration, campaign deployment, reporting and other in-product activities on behalf of Customer. Standard turnaround for managed services is 5 business days for standard single mailing events. Some activities may require longer production cycles. This service must be consumed within 12 months of purchase.

1.3.16 Campaign Managed Services Gold

This service provides up to 250 hours of remotely delivered managed services, including list and mailing import, segmentation management, scoring model creation, asset preparation/configuration, campaign deployment, reporting and other in-product activities on behalf of Customer. Standard turnaround for managed services is 5 business days for standard single mailing events. Some activities may require longer production cycles. This service must be consumed within 12 months of purchase.

1.4 Acceleration Services - Ongoing

1.4.1 Campaign Partner Standard Ongoing Services

This service is intended for self-service Customers in emerging markets or mid-market who want to establish a solid fundamentals and practices. This offering is a 12-month program working with a consultant. It is not intended for strategic or technical project-based work but for on-going structured guidance facilitated by a consultant. The service will not exceed 4 hours per month.

1.4.2 Campaign Partner Premium Ongoing Services

This service is intended for self-service Customers in emerging markets or mid-market who want to accelerate their email marketing capabilities and expertise. This offering is a 12-month program working with a consultant. It is not intended for strategic or technical project-based work but for on-going structured guidance and learning facilitated by a consultant. The service will not exceed 7 hours per month.

1.4.3 Campaign Partner Ongoing Services

This service will be delivered by a consultant to enable partners. The intent is to provide product guidance that will accelerate the adoption of marketing automation capabilities and practices. This offering is a 12-month program that includes hours allocated to assist partners on Customer projects. It is not intended for project-based work but for on-going structured guidance and learning facilitated by a consultant. The service will not exceed 12 hours per year.

1.4.4 Campaign Engage Mobile Ongoing Advisory Services

This service provides up to 33 hours of ongoing, remotely delivered product consulting to assist the Customer with product usage and implementation of additional mobile app messages in support of a phased mobile app delivery and support any new Campaign mobile features. This service leverages web meetings, emails, and web-based learning training. These ongoing services hours are not intended to replace an initial onboarding program for Mobile Push. Ongoing services include further technical assistance in implementing mobile push features, assistance in product usage, advanced contact management, IT integrations, and additional Q&A sessions. This service must be consumed within 12 months of purchase.

1.4.5 Campaign Engage Mobile Ongoing Standard Services

This service provides up to 66 hours of ongoing, remotely delivered product consulting to assist the Customer with product usage and implementation of additional mobile app messages in support of a phased mobile app delivery and support any new Campaign mobile features. This service leverages web meetings, emails, and web-based learning training. These ongoing services hours are not intended to replace an initial onboarding program for Mobile Push. Ongoing services include further technical assistance in implementing mobile push features, assistance in product usage, advanced contact management, IT integrations, and additional Q&A sessions. This service must be consumed within 12 months of purchase.

1.4.6 Campaign Engage Mobile Ongoing Standard Plus Services

This service provides up to 126 hours of ongoing, remotely delivered product consulting to assist the Customer with product usage and implementation of additional mobile app messages in support of a phased mobile app delivery and support any new Campaign mobile features. This service leverages web meetings, emails, and web-based learning training. These ongoing services hours are not intended to replace an initial onboarding program for Mobile Push. Ongoing services include further technical assistance in implementing mobile push features, assistance in product usage, advanced contact management, IT integrations, and additional Q&A sessions. This service must be consumed within 12 months of purchase.

1.4.7 Campaign Budget and Expense Planning Ongoing Services

This service is an ongoing service designed to assist users in configuration and utilization of Campaign Budget and Expense Planning. This remotely delivered service is required with the purchase of the Campaign Budget and Expense Planning Additional Users offering. A consultant is assigned to guide organizations in using enhanced report and dashboard customization through a series of remote meetings and recorded web-based learning sessions.

1.4.8 Campaign AVP OnePoint Premium Support

This service is a remotely delivered subscription service. Each Engagement provides Customers with a designated technical support resource in increments of ten (10) hours per month. This technical support resource will work with Customers to handle issues, recommend preventative actions, and aid in issue resolution. Personalized support services include proactive maintenance, guidance specific to a Customer's industry and business, and maximizing productivity with the offering. This service runs concurrently with the Campaign subscription and unused hours do not roll over month to month.

1.5 Classic Editions

1.5.1 Campaign Classic Essentials Edition

Campaign Classic Essentials Edition includes the following functionality:
  • Email Messaging: Create, test, and send emails with dynamic content that provides specific messages to each customer.
  • Mobile Push Messaging: Deliver personalized messages by combining mobile app data with rich consumer profile information.
  • Customer Profiles: Collect comprehensive customer data in a marketing database and leverage that data to drive automated campaigns and personalized communications.
  • Program Automation: Create omni-channel marketing campaigns through a visual canvas that automates the sending of individual messages and/or nurture campaigns based on behavioral actions.
  • Segment Creation: Use behavioral, profile, preference data, and more, to query and narrow down Customer's target audience. Optionally, integrate these segmentation queries with Customer's marketing strategies to deliver highly engaging, personalized content to Customer's target audience.
  • Email Insights: Enables users to preview the look and feel of mailings across multiple different email clients, track email client usage across mailing lists helping to optimize email programs based on the specific devices and email clients that customers use. Email Insights includes technology components provided by Litmus.
  • Performance Insights: A reporting and analytics capability to help marketers define and measure their campaign performance across digital channels.
  • Content Builder: An intuitive, web-based editor enables Customer to create and edit content in the application, with point-and-click access to features, such as link tracking, personalization, dynamic content, and more.
  • Dynamic Content: Create messages directly in the message body that are relevant and specific to each customer, using an intuitive point-and-click interface.
  • A/B Testing: Send test emails to test subject line, from name or content elements; find out which element has the best response and send the best performing emails to contacts.
  • Social Share: Share email marketing messages on social networking sites and produce detailed report results.
  • Progressive Forms: Reduce form abandonment and build a contact's profile, over time, with progressive web forms that show different questions each time a contact visits a website or landing page.
  • Digital Behavior Tracking: Monitor how contacts interact with Customer online by using calculators, live chats, social buttons, and more. Use these custom web tracking event behaviors to move a contact to a marketing program or a behavior scoring model.
  • Landing Page: Point-and-click access to create campaign-specific pages and custom web forms. Custom domains for landing pages must be purchased separately.
  • Behavioral Analytics: Manipulate mailing results to identify trends and target customer segments; define customer segments and select metrics to create cross-tab and table reports, and then manipulate reports by adding or removing fields, changing metrics, and sorting and ordering columns.
  • Campaign Reports: Create aggregate and detailed reporting information about emails sent to customers. Reporting metrics include opens, conversions, rich media, forwards, and click-stream data access.
  • Application Programming Interfaces (APIs): The Campaign API Suite utilizes standard web protocols and file formats. Real-time requests and responses are handled via HTTP/HTTPS and batches of data are handled via FTP/SFTP.
Included in the subscription fees for this SaaS Product offering are the following:
  1. Five authorized users
  2. Ten active programs
  3. 50,000 Marketing Interactions per month, for a total of 600,000 Marketing Interactions that can be consumed annually
  4. Unlimited database records
  5. One organization
  6. 10,000 Email Insights Opens monthly
  7. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  8. Five sending domains
  9. One customer branded host domain
  10. One IP address for sending messages
  11. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  12. Technical support
  13. Online training modules
Customers may also purchase additional volumes of Users, Marketing Interactions, and Email Insights Opens.

1.5.2 Campaign Classic B2B Essentials Edition

Campaign Classic B2B Essentials Edition provides marketers, with smaller databases, the ability to capture, qualify, and nurture leads. This SaaS Product offering includes the following features:
  • All features within the Campaign Essentials Edition offering
  • Scoring: Score customers and prospects based on buying criteria, demographics, and behaviors such as website visits, form submissions, and message interaction, or on time-based components, including recency and frequency. Based on scores, marketing automation features route customers and prospects for appropriate follow-up.
  • Customer Relationship Management (CRM) Integration: Integration with third-party CRM systems, including Salesforce.com, Microsoft Dynamics CRM, and Sugar CRM.
Included in the subscription fees for this SaaS Product offering are the following:
  1. Five Authorized Users
  2. Ten active programs
  3. One scoring model
  4. Unlimited Marketing Interactions
  5. 10,000 Database Records
  6. One organization
  7. 10,000 Email Insights Opens monthly
  8. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  9. Five sending domains
  10. One customer branded host domain
  11. One IP address for sending messages
  12. Technical support
  13. Online training modules
Customers may also purchase additional volumes of Users, Database Records, and Email Insights Opens.

1.5.3 Campaign Classic Standard Edition

Campaign Classic Standard Edition builds on the capabilities offered in the Essentials Edition. Subscribers receive additional Authorized Users as well as increased usage volumes for program automation, scoring, and Email Insights. Subscribers also receive more Marketing Interactions. The Classic Standard Edition includes all the capabilities of the Classic Essentials, plus the following:
  • Social Audiences: Social media marketing application that allows customers to send specific audiences and related ads to social media networks for marketing to the specific audience or to like audiences.
  • Customer Relationship Management (CRM) Integration: Integration with third-party CRM systems, including Salesforce.com, Microsoft Dynamics CRM, and Sugar CRM.
Included in the subscription fees for this SaaS Product are the following:
  1. Ten Authorized Users per organization
  2. Five organizations
  3. 20 active programs
  4. One scoring model
  5. 250,000 Marketing Interactions per month for a total of 3 million Marketing Interactions that can be consumed annually.
  6. Unlimited database records
  7. 5,000 Social Audiences Contact Events monthly
  8. 200,000 Email Insights Opens monthly
  9. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  10. Five sending domains
  11. One customer branded host domain
  12. One IP address for sending messages
  13. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  14. Technical support
  15. Online training modules
Customers may also purchase additional volumes of Users, Marketing Interactions, Email Insights Opens, and Social Audiences Contact Events.

1.5.4 Campaign Classic B2B Standard Edition

Campaign Classic B2B Standard Edition builds on the features offered in the Classic B2B Essentials Edition. Subscribers receive additional Authorized Users as well as increased usage volumes for program automation, scoring, and Email Insights. Subscribers also receive more database records. The Classic B2B Standard Edition includes all features from the Classic B2B Essentials Edition and Classic Standard Edition.

Included in the subscription fees for this SaaS Product are the following:
  1. Ten Authorized Users per organization
  2. Five organizations
  3. Twenty active programs
  4. Five scoring models
  5. Unlimited Marketing Interactions
  6. 50,000 Database Records
  7. 5,000 Social Audiences Contact Events monthly
  8. 20,000 Email Insights Opens monthly
  9. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
Customers may also purchase additional volumes of Users, Marketing Interactions, Email Insights Opens, and Social Audiences Contact Events.

Customers with unlimited active programs are initially provided 50 active programs. Additional active programs can be requested as needed through the Campaign support team. Additional programs will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.5.5 Campaign Classic Premium Edition

Campaign Classic Premium Edition builds on features of Campaign Classic Standard Edition with increased subscription volumes. The Classic Premium Edition includes entitlement to Allocadia-powered planning and budgeting capabilities with onboarding to assist in setup and orientation. It also features customer relationship management (CRM) capabilities. Subscribers receive additional Authorized Users as well as increased usage volumes for program automation, scoring, and Email Insights. Subscribers also receive more Marketing Interactions as part of the Classic Premium Edition.

Included in the subscription fee for this SaaS Product are the following:
  1. Twenty Authorized Users per organization
  2. Ten organizations
  3. Unlimited active programs
  4. Unlimited Database Records
  5. 750,000 Marketing Interactions per month for a total of 9 million Marketing Interactions that can be consumed annually.
  6. 25,000 Social Audiences Contact Events monthly
  7. Unlimited scoring models (fifty are initially provisioned)
  8. 400,000 Email Insights opens monthly.
  9. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  10. Five sending domains
  11. One customer branded host domain
  12. One IP address for sending messages
  13. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a sharedIP address will be assigned.
  14. Five Authorized Users for Budget and Expense Planning
  15. One Budget and Expense Planning Connector
  16. Technical support
  17. Online training modules
Customers may also purchase additional volumes of Users, Marketing Interactions,Email Insights Opens, Social Audiences Contact Events, and Budget and Expense Planning Users and Connectors.

Customers with unlimited active programs are initially provided 50 active programs. Additional active programs can be requested as needed through the Campaign support team. Additional programs will be deployed in specific numbers based on efficient use and as needed by the Customer.

1.5.6 Campaign Classic B2B Premium Edition

Campaign Classic B2B Premium Edition builds on features of Campaign Classic B2B Standard Edition with increased subscription volumes. The Classic B2B Premium Edition includes entitlement to Allocadia-powered planning and budgeting capabilities with onboarding to assist in setup and orientation. Subscribers receive additional Authorized Users as well as increased usage volumes for program automation, scoring, and Email Insights. Subscribers also receive more database records as part of the Classic B2B Premium Edition.

Included in the subscription fee for this SaaS Product are the following:
  1. Twenty Authorized Users
  2. Ten organizations
  3. Unlimited active programs
  4. Unlimited Marketing Interactions
  5. 100,000 Database Records
  6. 25,000 Social Audiences Contact Events monthly
  7. Unlimited scoring models (fifty are initially provisioned)
  8. 400,000 Email Insights Opens monthly
  9. Unlimited email previews. An 'email preview' is registered each time Customer submits an email template to this feature for preview.
  10. Five sending domains
  11. One customer branded host domain
  12. One IP address for sending messages
  13. Customers sending more than 3,000,000 email messages per year are eligible to receive a dedicated IP address; otherwise, a shared IP address will be assigned.
  14. Five Authorized Users for Budget and Expense Planning
  15. One Budget and Expense Planning Connector
  16. Technical support
  17. Online training modules
Customers may also purchase additional volumes of Users, Database Records, Email Insights Opens, Social Audiences Contact Events, and Budget and Expense Planning Users and Connectors.

Customers with unlimited active programs are initially provided 50 active programs. Additional active programs can be requested as needed through the Campaign support team. Additional programs will be deployed in specific numbers based on efficient use and as needed by the Customer.

2. Service Levels

2.1 Service Level Agreement

Customer is provided with the following availability service level agreement (SLA). The highest applicable compensation based on the cumulative availability of the SaaS Product as shown in the table below will be applied. The availability percentage is calculated as the total number of minutes in a contracted month, minus the total number of minutes of Service Down in the contracted month, divided by the total number of minutes in the contracted month. The Service Down definition, the claim process, and how to contact us regarding service availability issues are the SaaS Product support handbook at https://developer.ibm.com/customer-engagement/docs/support-handbook/.
Table 1. SLA Availability
Availability Credit (% of monthly subscription fee*)
Less than 99.95% 2%
Less than 99.0% 5%
Less than 98.0% 10%
Less than 97.0% 20%
*The subscription fee is the contracted price for the month which is subject to the claim.

3. Charges

3.1 Charge metrics

The charge metric(s) for the SaaS Product are specified in the Transaction Document.

The following charge metrics apply to this SaaS Product:
  • Access is the right to access functionality of the SaaS Products.
  • Addressable Device is a device upon which each application installation is addressable by the SaaS Product.
  • Authorized User is a unique user authorized to access to the SaaS Products in any manner directly or indirectly (for example, through a multiplexing program, device or application server) through any means.
  • Connection is a link or association of a database, application, server, or any other type of device which have been or are made available to the SaaS Products.
  • Database Record is the collection of fields in a database related to a single entity and accessible as a single unit managed or processed by the SaaS Products.
  • Digital Message is an electronic communication managed or processed by the SaaS Products.
  • Engagement is a professional or training service related to the SaaS Products.
  • Event is an occurrence of a specific event that is processed by or related to the use of the SaaS Products.
    When acquiring Event entitlements, the following are to be counted as an Event:
    1. A Marketing Interaction is counted as any one of the following: a message send to an individual recipient (an email message send or transactional send) or device (mobile push notifications), Email Insights recipient open, and a Social Audience Contact Event.
    2. Contact: A Contact Event is defined as the syndication of a unique contact record to the destination channel by Social Audiences as part of a custom audience. For Social Audiences, a Contact Event will be counted each time a contact is syndicated as part of a custom audience regardless of whether the contact is matched in the destination channel.
    3. Mobile Push Notifications: Marketing Interactions Events related to mobile push notifications include simple push notifications, in-app notifications, data only notifications, and inbox notifications. Simple push notifications, in-app notifications, simple push only, and inbox only notifications are counted as one Marketing Interaction per device at the time of sending. Simple plus Inbox notifications are counted as two Marketing Interactions for each device to which they are sent.
    4. Calculation of Marketing Interactions related to mobile push notifications shall include the number of mobile push notifications sent to devices which have opted to suppress mobile push notifications and the number of mobile push notifications sent to devices after the application was uninstalled. Customer is responsible for determining the subscription volume for Marketing Interactions, which includes push notifications.
    5. Email message send with BCC recipients: In an email message send containing BCC recipients, the BCC recipients are counted as marketing interactions.
  • Instance is each access to specific configuration of the SaaS products.
  • Reputation Identity is a combination of an IP address or domain used to prove the deliverability of emails that exist within the SaaS products.

4. Additional Terms

4.1 Enabling Software

The Cloud Service contains the following Enabling Software:
Table 2. Enabling software contained by the Cloud Service
Enabling software Applicable License Terms (if any)
Mobile Push –IOS SDK https://github.com/ibm-mobile-push/ios/tree/master/license
Mobile Push –Android SDK https://github.com/ibm-mobile-push/android/tree/master/docs/license
Mobile Push –Cordova SDK https://github.com/ibm-mobile-push/cordova/tree/master/license
Mobile Push –Xamarin SDK https://github.com/ibm-mobile-push/xamarin/tree/master/license

4.2 Contact Lists

Customer will not use any contact lists with the SaaS Product that include persons who have not given permission to be included on such list for the purpose of receiving communications specifically from the Customer, unless the Customer has an existing business or personal relationship with such persons. Use of lists or data generated through affiliate marketing practices is expressly prohibited in all cases. Customer is required to include a valid opt-out mechanism in each message. Client’s listing on or blocking by any email industry monitoring organization or Internet Service Provider, including but not limited to Spamhaus, CloudMark, SpamCop, or Barracuda, will be considered a material breach.

4.3 Overages

If actual usage of the Cloud Service during the measurement period exceeds the entitlement specified in the PoE, Client will be charged for the overage as specified in the Transaction Document.

Client will be invoiced in arrears for overage charges each month, at the overagerate specified in the PoE, once the total aggregate has been reached. Such overage charges are due in addition to the base monthly entitlement charge.

If the subscription period is greater than 12 months, the aggregate total number of entitlements will be based on 12 monthly measuring periods. The aggregate total will reset to zero after the 12th monthly measuring period. Overage charges for the next 12 monthly measuring periods will not be due until the actual interaction usage exceeds the total number of entitled interactions in aggregate for such 12 monthly measurement periods.

For Clients leveraging ramp periods, each period is treated in the same manner as the subscription period and the same principles apply.

If a subscription period is less than 12 months or less than 12 monthly periods remain in a subscription period, the number of monthly entitlements remaining in a subscription will be used for the total number of entitled interactions in aggregate.
  • Example 1:

    Client has a 12 month subscription period and has acquired 10 additional Authorized Users under the https://developer.ibm.com/customer-engagement/docs/acoustic-terms/ampaign AddOn Authorized User entitlement. If Client enables more than 10 Authorized Users before the end of the 12 month subscription period, Client will be invoiced the following month for the quantity in excess and all usage in the coming months will be billed in arrears till the end of the subscription period.

  • Example 2: Client has a three year subscription period and has acquired 10 additional Authorized Users under the Campaign AddOn Authorized User entitlement. If Client enables more than 10 Authorized Users before the end of the first 12 months period, Client will be invoiced the following month for the quantity in excess and all usage until the end of the 12 months period. At the end of the each 12 months period, the usage count will reset. If Client enables more than 10 Authorized Users before the end of the next 12 months period, Client will be invoiced the following month for the quantity in excess and all usage in the coming months will be billed in arrears until either the usage count is reset or the end of the remaining subscription period.

4.4 Acoustic Exchange

If Client subscribes to Campaign Performance Insights or Social Audiences functionality, then Client is automatically provisioned an Acoustic Exchange Essentials Edition account. Client agrees that such use is governed by the latest terms for Acoustic Exchange located at the following link: https://developer.ibm.com/customer-engagement/docs/acoustic-terms/.

4.5 ISO Certifications

Acoustic Campaign provides an annual ISO 27001 Certification precept for the following modules; Social Audiences, Performance Insights, and Email Insights.