© 2008 Eyeblaster. All rights reserved Eyeblaster Southeast Asia Service Level Process & Procedures EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161.

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Presentation transcript:

© 2008 Eyeblaster. All rights reserved Eyeblaster Southeast Asia Service Level Process & Procedures EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161 EB Yellow 255/200/40 250/196/ /162/ /208/ /227/147 Primary colors Light tint 123/69/26 26/35/7 81/ /100/20 Dark tint

© 2008 Eyeblaster. All rights reserved Support and Contact Details Training Support & Fees Response Time Costing, Enable Campaign & Reporting Request Escalation Procedure Eyeblaster Trafficking Services Agenda

© 2008 Eyeblaster. All rights reserved EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161 EB Yellow 255/200/40 250/196/ /162/ /208/ /227/147 Primary colors Light tint 123/69/26 26/35/7 81/ /100/20 Dark tint Support & Contact Details Day to Day enquiries Contact your dedicated Account Manager If Account Manager is not available (between 9am – 4pm) (after 4pm) Escalation of any issues and rate card Contact Karen Mak Creative issues or concerns Contact Melissa Cheng After hours support Phone: Always cc your communication to Always cc your communication to

© 2008 Eyeblaster. All rights reserved EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161 EB Yellow 255/200/40 250/196/ /162/ /208/ /227/147 Primary colors Light tint 123/69/26 26/35/7 81/ /100/20 Dark tint Training Support & Fees Trafficking 1 st training session for new client/agency (FREE) Subsequent session (USD $250 / session) Creative Twice a year refresher (FREE) Subsequent session (USD $400 / half day)

© 2008 Eyeblaster. All rights reserved Response Timeframe Enquiries: Clearly mark any deadline that must be met in the sent to Account Manager detailing the issue Within 24 hours A receipt of will be sent to client Account Manager will investigate the issue and liaise with the team 72 hours estimated resolution time Will be worked towards for issue which needs to be escalated to 2 nd Tier Resolution time is dependent on the complexity of the issue

© 2008 Eyeblaster. All rights reserved Costing Costing refers to preparation of quote based on Client request of additional premium services / features Min. 2 working days Enable Campaign Min. 2 working days with the signed IO faxed back to EB KL office Fax Number: Reporting Request Excel Plug In reports 3 working days for delivery from the receipt of confirmation Professional Services custom report 1 st draft – within 10 working days of receiving brief Final draft – within 5 working days of receiving changes to the 1 st draft Final report – allow up to 4 weeks from completion of the draft Response Timeframe

© 2008 Eyeblaster. All rights reserved Eyeblaster Trafficking Services © 2008 Eyeblaster. All rights reserved Please refer to Service Level Process & Procedures document for notice period, pricing and lead times. Rush job will be placed into consideration of resource availability and advised by Account Manager Request that comes in after 4pm will be treated as next day

© 2008 Eyeblaster. All rights reserved Escalation Procedure

© 2008 Eyeblaster. All rights reserved For further information, please contact

www. eyeblaster.com Thank you