Scope of work and SLA

Precision meets performance, project promises upheld

Schedule A

Scope of Services

Netcore’s Smartech Solution for facilitating automated digital communication.

A. 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 OTP, payment due dates, etc
  • Instant delivery reports
  • Robust, scalable middleware that can be installed in your premise for sending transactional SMSs
  • 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
  •  
     
    B. 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

     
     
    C. SMS API Solution

    For SMS API, Netcore will provide to the Client an API integration and also provide MIS reports:

     
    PUSH SMS:

    • Short Messaging Service (SMS) Solution is hosted by Netcore, enabling the Client to send SMS to its consumers/ customers for value added service-related messages etc.  to pre-defined numbers.
    • The system will support all features based on the following functional blocks:
    • a. API HTTP/HTTPS
    • b. Interface Management in form of web portal
    • c. MIS and Detail Reports
    • d. Multilingual/regional language
    • e. Future Scheduling

     

    SOIP (if and when applicable)

    Netcore will provide SOIP / Internet Message Services where Netcore 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. WhatsApp Business API

    Deliver personalized and targeted automated triggered messages to WhatsApp in just fraction of a minute using our robust and scalable, triggered platform Pepipost 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
  • Webhooks that give instant notifications via HTTP callback
  • 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 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 3 months only. Post that user data will be purged.
  • 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 support only text-based templates only. Media template is not part of message
  •  
    F. Email Marketing

    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

     
    G. Transactional Email Marketing

    Deliver highly personalized and targeted automated triggered emails in just fraction of a minute using our robust and scalable, triggered email platform Smartech and 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

     

    Email API Solution

    1. Email API is an SMTP relay service that delivers highly personalized transactional emails to the inbox within seconds of a customer’s transaction. Email API offers world-class deliverability expertise to ensure that your emails get delivered on time and into the inbox.
    1. Email API Solution will help Client with campaign analysis
    1. Client can, through the Email API Solution, track the open/click rates, unsub rate, drop rate etc.
    1. 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.
    1. Client hereby agrees and understands that Netcore may refuse or remove any email group or keywords 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.
    1. Netcore will adhere to the Service Levels for ‘ Email API Services’ for emails, as specified in Schedule B.

     
    H. Customer Engagement

    Netcore shall allow Client an access to ‘Smartech Solution’, a cloud-based marketing technology platform designed and developed by Netcore 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 will permanently purge all Client data (including any Content or personal data), transaction data and reports every 3 months, post which the same will not be available in Netcore’s records.

     

    Schedule B

    Service Levels

    1. Service Level Reviews

    Netcore will ensure that the Services work in accordance with the service levels stated below.

    Netcore 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’s performance during the previous calendar month against the Service Levels. Client may validate such reports whenever required.

     
    3. Root Causes

    Netcore will identify root causes or where informed by the Client of any Service issue, identify the correct causes of the problems for which Netcore 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.

     

    SMS, WhatsApp and RCS  Support Team
    Level 1Instant Online Chat Supporthttps://cpaas.netcorecloud.com
    https://biz.mytoday.com
    Email ID[email protected]
     

     

    Level 2

    Contact NameAdil
    Mohammad
    Minakshi
    Wakde< Ankita Kadam
    Contact NumberAdil – +91-7977930449

    Minakshi – +91-9820641503

    Ankita – +91-8369795231

    Email ID[email protected] [email protected] [email protected]
     

    Level 3

    Contact NameSwapnil Angre Anirudh Acharya
    Contact NumberSwapnil – +91-9833213550

    Anirudh – +91-9870325963

    Email ID[email protected] [email protected]
     

    Level 4

    Contact NameKedar Satam Ronish Shah
    Contact NumberKedar – +91-9869203129

    Ronish – +91-8291607843

    Email ID[email protected] [email protected]
     

    Level 5

    Contact NameSunil Yewale- VP
    Contact Number+91-9867729949
    Email ID<[email protected]
    Level 6Contact NameAnirban Majumdar – Sr. VP
    Contact Number+91-9769773269
    Email ID[email protected]
    Level 7Contact NameBalajee S – Chief Customer Officer
    Contact Number+91-9833667232
    Email ID[email protected]

     

     

    Email and Customer Engagement Helpdesk Service Escalation Matrix
    Level 1Instant Chat SupportPath – Login to CEE platform > Chat
    Email Support[email protected]
    Level 2DesignationManager
    Contact NameShakir Bakali
    Email ID[email protected]
    Level 3DesignationAVP
    Contact NameKaushik lyer
    Email ID[email protected]
    Level 4DesignationChief Customer Officer
    Contact NameBalajee S
    Email ID[email protected]

     

     

    Campaign Execution Service Escalation Matrix
    Level 1Email Support[email protected]
    Level 2DesignationAsst Manager
    Contact NameTanzil Shaikh
    Email ID[email protected]
    Level 3DesignationAVP
    Contact NameKaushik lyer
    Email ID[email protected]
    Level 4DesignationSVP
    Contact NameAnirban Majumdar
    Email ID[email protected]
    Level 5DesignationChief Customer Officer
    Contact NameBalajee S
    Email ID[email protected]

     

     

    CALL LOGIN PROCEDURE

    There are two ways in which calls can be logged

    1. 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.
    2. Chat Support: You can connect to netCORE Chat support by login into the panel and click on chat.

     

    5. Support Hours

    Client can contact Netcore by chat and e-mail to avail the Support Services. The contact shall be available as per Client business hours excluding Client declared holidays.
     

    6. Service Level Guarantee

    The SMS and Email delivery timelines would be a function of the criticality of message and the volumes being published at any instant. They are categorized as under:

     

    SMS:

    EOD/Batch Messages:

    Description: These are messages, which are trigged by EOD systems or batch transaction processing systems

    Volume: Maximum of 2 lakhs an hour

    Timelines: Would be received by 80% of the valid customers of the client within 1 hour of being submitted to Netcore system

     

    Examples: This category will include:

    EOD statements

    Alerts of daily trades

     

    Promotional Messages:

    Description: These messages promotional in nature used mainly to promote brands or educate customers

    Volume: – As per client’s requirements.

    Timelines: Delivered 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.

     

    SMS API- Trigger based SMS

    Super Critical:

    Description: The super critical PUSH messages will have a dedicated channel to the client

    Volume: maximum of 2000 messages per hour

    Timelines: Would be received by the 90 % valid numbers of the client within 30 sec being submitted to netCORE system.

    Examples: This category will include:

    • Password alert related SMS
    • Authentication code/2FA messages

     

    Transactional Messages:

    Description: These are transaction related messages which are trigged when a user carries out a transaction

    Volume: maximum of 100,000 per hour

    Timelines: Would be received by 80% of the valid numbers of the client within 5 minutes of being submitted to netCORE system.

     

    Examples: This category will include:

    • ATM withdrawals
    • Credit card transactions

     

    EOD/Batch Messages:

    Description: These are messages which are trigged by EOD systems or batch transaction processing systems

    Volume: Maximum of 2 lakhs an hour

    Timelines: Would be received by 80% of the valid customers of the client within 1 hour of being submitted to netCORE system

     

    Examples: This category will include:

    • EOD statements
    • Alerts of daily trades

     
    Promotional Messages:

    Description: These messages promotional in nature used mainly to promote brands or educate customers

    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.
    • Publishing of SMSes 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 SMS delivery would comply to all regulatory and government guidelines

     
    WHATSAPP

    The WhatsApp message delivery timelines would be a function on the availability of End User internet.

    The Email delivery timelines would be a function of the criticality of message and the volumes being published at any instant. They are categorized as under:

     

    EMAIL:

    Promotional 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 same day (12 hours)

    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.
    • 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 Email delivery would comply to all regulatory and government guidelines

     
    7. 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 with a delay of half an hour. Accuracy of Reports would be a function of DLRs being received by from the operator.
    • Any customized reports over and above the standard reports, if required, would be worked upon based on the request and feasibility. Customized reports may be charged.
    • The standard reports are available on the user interface. Accuracy of reports would be based on the details received from the client. For advance reporting and tracking Netcore’s SDK needs to be integrated with the application.
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