SLAs are necessary to establish clear expectations and responsibilities between the DG/CM/PM and Email Ops teams. This ensures everyone is aligned on service delivery standards and, therefore, improves efficiency and productivity.
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Please note: There may be instances where we can provide a deliverable earlier than the allotted timeline if bandwidth permits, but we reserve the right to use the full minimum turnaround time, as listed per item below, to execute your request. |
Last updated: 1012/2417/2024
Last reviewed: 1012/2417/2024
Table of Contents
Jira Ticket Status Descriptions
Simple Emails
Newsletters
Partner/Vendor HTML Email Requests
Custom Link or Redirect Request (redirect for ungated/UTMs for gated assets)
Tradeshow Emails
Instapage Review and Registration/Demo Form Requests
Triggers and Nurtures
Deliverables required from Demand Gen/Customer/Partner Marketing
Extenuating Circumstances
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NOTE: MKOPS will only comment and ask the Reporter for deliverable feedback or approval on an email (1) time. If we still don’t hear back from the requestor for final draft approval after 1 weekReporter after (5) days, we will mark the request ticket as canceled, tag you in a comment, and ask that you resubmit a new ticket. |
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5 business days: DG/CM/PM submits request through Jira
4 business days or earlier: Email copy, links, banners, lists, etc. to be submitted – if you do not have all deliverables by this time, we may need to push the email.
Reminder that Email Ops needs to review the email banners as well before you finalize one from Creative or one made in Adobe Express!
2 business days: Email QA’d by Ops, DGM/CM/PM approval / Email scheduled for next day
Day of: Email is sent
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Additional things to note:
ALL TEAMS (DG/CM/PM and Email/Media/WBN Ops) are responsible for checking in on Jira tasks/projects daily, regardless of whether you receive an email notification or not. If you are not receiving notifications, please reach out to your Manager.
Deliverables: DGM/CM/PM is responsible for providing all deliverables needed to execute an email project, including but not limited to email copy (e.g., subject lines, headers, body copy, demo footer copy, etc.), all images, all asset links (e.g., blog links, on-demand webinar links, demo links, Instapage links, etc.), so that we have all materials needed to build and launch the email on schedule.
If there are extenuating circumstances, please contact your Email Ops counterpart as soon as you are aware of something impacting the launch of your email so we can discuss options.
If DG/CM/PM is unable to supply all deliverables to Email Ops under the above agreed-upon timelines (assuming no extenuating circumstances that we previously discussed), then the send date can be pushed out at the Email Ops manager’s discretion.
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5 business days: These requests follow same the same 5 business day timeline as a simple email request.
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2 business days: If you need a redirect link or a custom link with UTMs, please expect at least 2 business days for (1) link.
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Before any nurture/trigger can be submitted in Jira, Demand Gen/CM/PM must schedule an initial meeting with Email Operations to discuss the scope and plan for the project, as well as a feasible launch date based on the deliverables required. Please do not submit the request to Jira until you’ve had this planning meeting and identified all requirements/timelines! |
Triggers
*After the planning meeting has occurred and project scope/requirements have been confirmed, please allow for the following timeline at minimum*
8 business days: For 3 or less emails
10 business days: For 4 to 6 emails
NOTE: These timelines assume a linear trigger, more complicated triggers and triggers over 6 emails need to be discussed in advance with Email Operations Team.
Nurtures
*After the planning meeting has occurred and project scope/requirements have been confirmed, please allow for the following timeline at minimum*
20 business days (minimum)
This number is only applicable to one, linear nurture with approx. 8-10 emails. If additional nurtures are requested, or additional complexity is needed for the cadence (e.g., more action steps/rules/etc. are required for the build, etc.), additional business days might be required. This final launch date should be discussed during the initial planning meeting, before submitting to Jira.
NOTE: If requestor doesn't have all copy/links/images ready in time for the nurture to launch, then the email doesn't get added to the stream until it's ready, OR the nurture is on hold until all copy/links/images are provided. Emails that are in the nurture should be final emails; we will no longer use placeholders.
Deliverables we need to receive/info we need to know:
What’s the topic/theme? (e.g., Trauma-informed care; nurture for MCLs)
Who’s the audience? (e.g., All ACU prospects; PAC MCL prospects, etc.)
Does a list upload need to be considered, or are we referencing an existing list?
How many emails total?
Frequency of sends (1/week, biweekly, etc.)
Goal of Nurture (e.g., to score up into next content series; demo request)
Layout of Nurture (great example: https://miro.com/app/board/uXjVMlb1hnQ=/ ) - a visual plan in some form will be very helpful for us to figure out how we should best set up the nurture program
Intended launch date
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