Scope of work and SLA
Schedule A
Section 1
Scope of Services for Netcore Cloud CEE / Smartech platform
Netcore Cloud’s CEE / Smartech Solution for facilitating automated digital communication.
A. Email Marketing platform
It enables Client to enhance customer engagement with mobile-ready & social media integrated email campaigns delivered timely into Inbox
Unique preposition:
- Significantly higher inbox delivery rates than any other service provider
- Automatic Processing of unsubscribed and wrong email addresses
- Expert Consultancy
- Throughput of 10 lakh emails/hour per client
- Established relationships & FBL’s (Feedback Loop) with all major ISPs (Internet Service Providers)
- All Emails are authenticated using SPF (Sender Policy Framework) and Domain Keys
- Large array of mailing servers for high volume and rapid sending
- Pool of 16000+ IPs used in rotation to deliver mails to ensure mail reaches user’s Inbox
Features & Functions:
- Intuitive and user friendly interface
- Email campaign preview across multiple devices
- Listfix feature to autocorrect
- Free responsive templates
- Drag and drop feature
- Easy Spam checker
- A/B testing tool
- Dynamic content as per user preference or attributes
- ROI Tracker
- Subscription widget integration to automatically build email list
- List Secure to authenticate and authorize access to email database
B. Customer Engagement
Netcore Cloud shall allow Client an access to ‘Smartech Solution’, a cloud-based marketing technology platform designed and developed by Netcore Cloud to help automate and streamline the digital communication of the Client, for creating a differentiated experience to its Customers.
Unique Preposition:
With this solution, Client can
- Set logic and create your own workflows based on customer action in real time
- Automate cross channel workflows (email, mobile and voice) according to your customer interaction
- Get unified view of your customer and deliver data-driven personalization
- Free up valuable time and automate your repetitive tasks
Data Purging: Netcore Cloud will permanently purge all Client data (including any Content or personal data), transaction data and reports every 1 year, post which the same will not be available in Netcore Cloud’s records.
C. Mobile Marketing
Reach customers on the device that matters most to them with our easy-to-use mobile marketing platform. Our mobility solutions help generate more leads, increase revenues and stay connected with customers.
Unique Preposition:
- Extensive portfolio of mobile marketing solutions including SMS marketing, voice marketing (IVR, OBD, call patching, text to speech), Missed call solutions and push notifications
- State-of-the-art SMSC to provide higher control over SMS delivery
- Ability to retry message delivery for critical messages such as required.
- End-to-end campaign management through API: Available on http and https; execute faster with easy automation
Features and Functions:
- Send Bulk messages using a keyword to a short-code or long-code
- Schedule and personalize SMS
- Database profiling based on geographic, demographic & psychographic information
- Multi-modal: Target on SMS & Voice
- Automate responses with a URL call to system
- Auto-response message for all incoming messages
SOIP (if and when applicable)
Netcore Cloud will provide SOIP / Internet Message Services where Netcore Cloud will enable the Client to deliver message content on to a particular message application/channel/chat application through its partner technology, over smartphones within India, which have pre-loaded messaging app (“Messaging App”), which Messaging App has the ability to provide SoIP via the Messaging App. “SOIP” means short messaging services over Internet Protocol.
The content for such messages includes content, data and other information prepared and provided by the Client under this Agreement for sending it to their End Users, including without limitations, text messages, WAP sites, websites, RSS feeds, texts, metadata, images, photos, videos, audios, audio-visuals, ratings and comments.
D. Google RCS:
a. Trusted Messages:
- Verified Business benchmark
- Full brand name instead of random ID
b. Richer media:
- High resolution photos, rich cards and carousels
- Videos, GIFs and audio
c. More conversational with suggested replies and smart CTA buttons:
- Can go up to 2000 characters
- App deep links- Move the conversation across to your app as needed
- View map- Opens Maps at a prespecified location
- Dial phone number- Opens dialer with prespecified number
- Open URL- Opens link in web browser or deep links into an app (with app’s icon in the
- button)
- Create calendar event- Opens calendar event creation flow with prespecified detail
- Track message performance with read receipts and action tracking
E. Onsite Messaging
Web Messages – Engage with your active website visitors in real-time and nurture a lasting customer relationship with impactful and relevant content.
- Connect with Personalised Behaviour based Content
- Measure, Analyse and Optimise your Strategy
In-App Messages – Connect with users active within the app with messages that boost user engagement and user retention.
- Engage with App Users in Real-Time
- Hyper-personalise your In-App Experience by sending Triggered Messages and Broadcasts
F. Whatsapp Campaign Management
Engage with customers by sending them marketing campaigns over Whatsapp channel.
- Easy & user friendly template creation
- Verify the content & delivery before hand using test message feature
- Easy upload list of mobile numbers using list management feature
- Broadcast Whatsapp campaigns to end users
- Analyse campaign wise performance with user friendly interface
- Track link clicks on sent messages using reports available on panel
Section 2
Service Levels
1. Service Level Reviews
Netcore Cloud will ensure that the Services work in accordance with the service levels stated below.
Netcore Cloud reviews the Service Levels for its WhatsApp API product every three months to improve the existing Service Levels, where warranted, to reflect operational or technical improvements in the Services.
2. Reporting
Client can access all the standard reports and MIS tools provided for assessing Netcore Cloud’s performance during the previous calendar month against the Service Levels. Client may validate such reports whenever required.
3. Root Causes
Netcore Cloud will identify root causes or where informed by the Client of any Service issue, identify the correct causes of the problems for which Netcore Cloud is responsible under this Agreement and resolve the same as per point 7 below.
4. Escalation Matrix
Below is the escalation matrix, concerns can be escalated to next levels, provided at least 2 hours has been given to each level for response.
Email and Customer Engagement Helpdesk Service Escalation Matrix | ||
Level 1 | Instant Chat Support | Path – Login to CEE platform > Chat |
Email Support | [email protected] | |
Level 2 | Designation | Sr. Manager |
Contact Name | Padmavathi P / Shakir Bakali | |
Email ID | [email protected] [email protected] | |
Contact | 7094760635 / 9892710160 | |
Level 3 | Designation | AVP |
Contact Name | Kaushik lyer | |
Email ID | [email protected] | |
Contact | 9004047552 | |
Level 4 | Designation | SVP |
Contact Name | Anirban Majumdar | |
Email ID | [email protected] | |
Contact | 9769773269 |
Campaign Execution Service Escalation Matrix | ||
Level 1 | Email Support | [email protected] |
Level 2 | Designation | Asst Manager |
Contact Name | Tanzil Shaikh | |
Email ID | [email protected] | |
Level 3 | Designation | AVP |
Contact Name | Kaushik lyer | |
Email ID | [email protected] | |
Level 4 | Designation | SVP |
Contact Name | Anirban Majumdar | |
Email ID | [email protected] | |
Level 5 | Designation | Chief Customer Officer |
Contact Name | Balajee S | |
Email ID | [email protected] |
5. Call Login procedure
The calls can be logged by generating tickets by sending email with all details to [email protected] & in response auto response will be triggered with ticket id.
Support Hours
Client can contact Netcore Cloud support team by e-mail ([email protected]) to avail the Support Services. The contact shall be available as per below business hours excluding Netcore Cloud declared holidays.
Standard Support working hours are as given below,
7. Response Timelines
Following shall be the response and resolution time for various incidents based on the severity.
Severity | Description | Response Time |
Severity 1 | Complete downtime to all services Significant performance degradation beyond acceptable limits No workaround is available Serious business impact (Either or all of regulatory compliance failure, loss of brand and image, media interest | Immediate (Netcore Cloud to be intimated via chat or telephone) |
Severity 2 | More than 50% <CLIENT> account not able to send / receive messages. Significant Incident.The delivery Service is available but is experiencing problems periodically. Some guidelines for this severity level are: Delivery Service is extremely slow Occasional loss of connectivity System is available but is experiencing problems periodically Most messages getting delivered late Intermittent and/or infrequent system crashes or hangs Significant business impact (Either or all of regulatory compliance failure, loss of brand and image, media interest | Response in 2 business hours |
Severity 3 | Limited Incident. Minor degradation. Some guidelines for this Priority level are: Some messages getting delivered late User interface errors General technical inquiries Configuration or set-up questions Minimal business impact | Response in 24 Hours |
Schedule B
Section 1
Scope of services for Netcore Cloud CPaaS Platform
A. SMS API
For SMS API, Netcore Cloud will provide to the Client an HTTP/HTTPS based API integration and also provide MIS reports:
- PUSH SMS:
- Short Messaging Service (SMS) Solution is hosted by Netcore Cloud, enabling the Client to send SMS to its consumers/ customers for value added service-related messages etc. to pre-defined numbers.
- Robust, scalable middleware that can be installed in your premise for sending transactional SMSs
- Instant webhooks for real time reporting
- Middleware facility for internal application integration over HTTP/HTTPS API for triggering of sms’s basis specific events
- The system will support all features based on the following functional blocks:
- a. API over HTTP/HTTPS
b. Interface Management in form of web portal
c. MIS and Detail Reports
d. Multilingual/regional language
e. Future Scheduling
f. URL shortening
- PULL SMS:
- Long code & Short code services
a. Receive responses from the end customers on a Long code or Short code
b. Easy & real time reports on a user friendly interface
c. Realtime Webhook facility for client reporting application updates
d. Quick / immediate standard response back to customer
- Missed call services
a. Receive responses from the end customers via missed call
b. Easy & real time reports on a user friendly interface
c. Realtime Webhook facility for client reporting application updates
d. Quick / immediate standard response back to customer
B. WhatsApp Business API
Deliver personalized and targeted automated triggered messages to WhatsApp in just fraction of a minute using our robust and scalable, triggered Whatsapp Business API and improve your customer interactions and brand relevance.
Features and Functions
- Easily integrates with your website, CRM and other systems via web API
- Reliable and robust server with high uptime
- Create & manage two-way communication with customers using Whatsapp Bots & live responses.
- Track link clicks on sent messages using reports available on panel & via webhook.
- Webhooks that give instant notifications via HTTP/HTTPS callbacks
- Multiuser login to interface helps add more security.
- Manage multiple whatsapp business accounts using a single dashboard.
- Consent management
- A user (Client’s user) must first give opt-in to receive messages in WhatsApp by opting into them from other then WhatsApp channel
- Netcore Cloud will expose opt-in and opt-out API. Using these API customer should call these API and confirm on user’s opt-in and opt-out status.
- Delivery Reports
- Template message reports and conversation reports will be available in Report management.
- We will maintain reports for last 90 days only post that user data will be purged automatically.
- Template Management
- As a process every time a new template has to be approved by WA team. Post approval, these templates will be used for sending WA messages via API.
- WA template support multiple language.
- Sending Template message via API supports text based templates, media template, carousel type of templates
C. Netcore Cloud Email API
Deliver highly personalized and targeted automated triggered emails in just fraction of a seconds using our robust and scalable, triggered email API platform over SMTP or API to improve your customer interactions and brand relevance.
Features and Functions
- Easily integrates with your website, CRM and other systems via SMTP/ web API
- Reliable and robust SMTP relay server with 99.98% uptime
- Good reputation IPs that guarantee high inbox deliverability
- Webhooks that give instant notifications via HTTP callback
- Real time email tracking with bounce management (Suppression)
Netcore Cloud Email API Platform
- Netcore Cloud Email API platform is an email delivery service that delivers highly personalized transactional emails over SMTP or API integrations to the inbox within seconds of a customer’s transaction. Email API platform offers world-class deliverability expertise to ensure that your emails get delivered on time and into the inbox.
- Netcore Cloud Email API platform will help Client with insightful analysis of emails sent using the platform.
- Client can, through the Email API Solution, track the open/click rates, unsub rate, drop rate etc.
- Netcore shall provide Email APIs to enable the Client to connect Email API to a CMS, blog platform, and more for instant sending of transactional mails.
- Client hereby agrees and understands that Netcore may refuse or remove any emailed or group of email ids after taking prior approval from the Client, if it is in receipt of claims or allegations or complaints from third parties or authorities relating to such groups or keywords.
- Netcore Cloud will adhere to the Service Levels for ‘ Email API Services’ for emails, as specified in Section 2 of this document below.
Data Purging: Netcore Cloud will permanently purge all Client data (including any Content or personal data), transaction data and reports every 90 days, post which the same will not be available in Netcore Cloud’s records.
Section 2
Service Levels
- Service Level Reviews
Netcore Cloud will ensure that the Services work in accordance with the service levels stated below.
Netcore Cloud reviews the Service Levels for its CPaaS product’s every three months to improve the existing Service Levels, where warranted, to reflect operational or technical improvements in the Services.
- Reporting
Client can access all the standard reports and MIS tools provided for assessing Netcorecloud’s performance during the previous calendar month against the Service Levels. Client may validate such reports whenever required.
- Root Causes
Netcore Cloud will identify root causes or where informed by the Client of any Service issue, identify the correct causes of the problems for which Netcore Cloud is responsible under this Agreement and resolve the same as per point 7 below.
- Escalation Matrix
Below is the escalation matrix, concerns can be escalated to next levels, provided at least 2 hours has been given to each level for response.
CPaaS Support Team Escalation matrix (For Email api, SMS api, WhatsApp api) | ||
Level 1 | Instant Online Chat Support | https://cpaas.netcorecloud.com https://biz.mytoday.com |
Email ID | [email protected] | |
Level 2 | Contact Name | Adil Mohammad Minakshi Wakde Ankita Kadam |
Contact Number | Adil – +91-7977930449 Minakshi – +91-9820641503 Ankita – +91-8369795231 | |
Email ID | [email protected] [email protected] [email protected] | |
Level 3 | Contact Name | Swapnil Angre Anirudh Acharya |
Contact Number | Swapnil – +91-9833213550 Anirudh – +91-9870325963 | |
Email ID | [email protected] [email protected] | |
Level 4 | Contact Name | Kedar Satam Ronish Shah |
Contact Number | Kedar – +91-9869203129 Ronish – +91-8291607843 | |
Email ID | [email protected] [email protected] | |
Level 5 | Contact Name | Sunil Yewale- VP |
Contact Number | +91-9867729949 | |
Email ID | [email protected] | |
Level 6 | Contact Name | Anirban Majumdar – Sr. VP |
Contact Number | +91-9769773269 | |
Email ID | [email protected] | |
Level 7 | Contact Name | Balajee S – Chief Customer Officer |
Contact Number | +91-9833667232 | |
Email ID | [email protected] |
5. Call Login procedure
There are two ways in which calls can be logged as below,
- Generating Ticket: Tickets can be generated by sending email with all details to [email protected] & in response auto response will be triggered with ticket id.
- Chat Support: You can connect to Netcorecloud’s CPaaS team by Chat support by login into the panel and click on chat.
6. Support Hours
Client can contact Netcore Cloud team by chat and e-mail to avail the Support Services. The contact shall be available as per below business hours excluding Netcore Cloud declared holidays.
Standard Support working hours are as given below,
7. Service Level Guarantee:
A. Email API:
The resolution timelines for any issues with respect to Email delivery services would be a function of the criticality of the issue and the volumes being published at any instant. They are categorised as under:
- a. Transactional Mailers:
- ATM withdrawals
- Credit card transactions
- Password change intimations…etc
Description: These are transaction related mailers which are trigged to the end user when a user carries out a transaction
Volume: maximum of 500,000 per hour
Timelines: Would be received by 80% of the valid email ids of the client within 30 seconds of being submitted to netCORE system.
Examples: This category will include:
- b. Notification/informational Mailers:
- Information related to account.
- Email statements
- Government regulations. Etc
Description: These are notification/information related mailers which are trigged to the end user basis an intimation/update which needs to be shared by the <CLIENT>
Volume: maximum of 500,000 per hour
Timelines: Would be received by 80% of the valid email ids of the client within 1-5 mins of being submitted to netCORE system.
Examples: This category will include:
- c. Marketing Mailers:
Description: These mailers are promotional in nature and used mainly to promote brands or educate customers
Volume: – As per client’s requirements
Timelines: Delivered within the 3-4 hrs or on same day.
Assumptions:
- Valid email ids would mean all the email ids for which mailers could be delivered at that point of time e.g. the mailers sent to deliverable email ids and do not have any other issues related to their mailbox etc.
- These timelines do not apply to mailers which are not sent from Netcore Cloud side because of issues/problems with recipient ESP.
- Email delivery would comply to all regulatory and government guidelines.
- The max volumes & timelines specified above are subject to successful completion of email warmup activity and may change on case-to-case basis.
Reports:
Exhaustive Standard Reports would be available on the UI provided to the client. A demo would be provided to the client on accessing and interpreting the reports. Reports would be updated on near real time basis or as soon as we receive the details on our side. Accuracy of Reports would be a function of error codes being received by from the recipient domain.
Any customised reports over and above the standard reports, if required, would be worked upon based on the request and feasibility and may be charged.
B. SMS API:
The SMS delivery timelines would be a function of the criticality of message and the volumes being published at any instant. They are categorised as under:
- a. Super Critical messages:
- Password alert related SMS
- Authentication code/2FA messages
Description: The super critical PUSH messages will have a dedicated channel to the client
Volume: maximum of 50000 messages per hour (in case of higher volume please discussed during integration)
Timelines: Would be received by the 90% valid numbers of the client within 10 sec being submitted to Netcore Cloud system.
Examples: This category will include,
- b. Transactional Messages:
- ATM withdrawals
- Credit card transactions
Description: These are transaction related messages which are trigged when a user carries out a transaction
Volume: Maximum of 300,000 per hour (in case of higher volume please discussed during integration)
Timelines: Would be received by 92-95% of the valid numbers of the client within 30 minutes of being submitted to Netcore Cloud system.
Examples: This category will include:
- c. EOD/Batch Messages:
- EOD statements
- Alerts of daily trades
Description: These are messages which are trigged by EOD systems or batch transaction processing systems
Volume: Maximum of 2,00,000 an hour
Timelines: Would be received by 80% of the valid customers of the client within 1 hour of being submitted to Netcore Cloud system
Examples: This category will include:
- Promotional Messages:
Description: These messages promotional in nature used mainly to promote brands or educate customers
Volume: There is no upper limit on volumes for these type of messages.
Timelines: submitted within the same day (12 hours), if still pending due to huge volumes, then messages are dropped or carried forward for the next day as per client’s request.
Assumptions:
- Valid numbers would mean all the numbers for which messages could be delivered at that point of time e.g. the number is available in the network, does not have his SMS inbox full etc.
- A combination publish of the above messages in high volumes could cause latency in the lower priority messages.
- These timelines do not apply to messages published on holidays and black out days.
- Messages delivery would comply to all regulatory and government guidelines.
Reports:
Exhaustive Standard Reports would be available on the UI provided to the client. A demo would be provided to the client on accessing and interpreting the reports.
Reports would be updated on near real time basis or as soon as we receive the details on our side from operators. Accuracy of Reports would be a function of DLRs being received by from the operator.
Any customised reports over and above the standard reports, if required, would be worked upon based on the request and feasibility and may be charged.
C. WhatsApp API:
WhatsApp message delivery depends on the account messaging limit. From standard account 1,44,000 messages/ hour can be sent with around 70% of delivery.
Assumptions:
- Valid numbers would mean all the numbers for which messages could be delivered at that point of time & whatsapp active.
- A combination publish of the above messages in high volumes could cause latency in the lower priority messages.
8. Response Timelines
Following shall be the response and resolution time for various incidents based on the severity.
Severity | Description | Response Time |
Severity 1 | Complete downtime to all services Significant performance degradation beyond acceptable limits No workaround is available Serious business impact (Either or all of regulatory compliance failure, loss of brand and image, media interest | Immediate (Netcore Cloud to be intimated via chat or telephone) |
Severity 2 | More than 50% <CLIENT> account not able to send / receive messages. Significant Incident.The delivery Service is available but is experiencing problems periodically. Some guidelines for this severity level are: Delivery Service is extremely slow Occasional loss of connectivity System is available but is experiencing problems periodically Most messages getting delivered late Intermittent and/or infrequent system crashes or hangs Significant business impact (Either or all of regulatory compliance failure, loss of brand and image, media interest | Response in 2 business hours |
Severity 3 | Limited Incident. Minor degradation. Some guidelines for this Priority level are: Some messages getting delivered late User interface errors General technical inquiries Configuration or set-up questions Minimal business impact | Response in 24 Hours |
9. Service Up Time: Service uptime refers to the period during which a service is operational and available to users.
Calculation: Service Uptime (%) = (Total Operational Time/ Total Time) x 100
Total Time: Total time (in minutes) refers to the entire duration of the measurement period excluding scheduled maintenance windows. This is calculated annually
Total Operational Time: Total operational time (in minutes) includes all periods when the service is functional and accessible to users. This too is calculated annually
Please find below annual Service Up time product wise:
Sr. No. | Product/ Service | Service Up time |
1 | SMS API | 99.95% |
2 | Email API | 99.95% |
3 | WhatsApp API | 99.95% |
10. Purging of Personally Identifiable Information (PII)
During the Term, Netcore shall retain PII information on its CpaaS platform, as per the below table.
Netcore shall retain usage data and summary of information, for the purpose of billing, audit, service improvements and responding to the Client’s queries.
Sr No | Product | PII Information Stored | Retention period |
1 | SMS API | Mobile , message | 12 months + Current month |
2 | Email API | Email address | 3 months + Current month |
3 | Mobile , message | 3 months + Current month | |
4 | RCS | Mobile , message | 3 months + Current month |
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