Display & Video 360, Search Ads 360 and Campaign Manager Minimum Support Obligations
In conjunction with Sales Partner’s resale of the Google Marketing Platform Services, Sales Partner will provide to its Resale Client, at a minimum, the following applicable support and training related to the service Sales Partner is reselling:
INSTALLATION SUPPORT:
Sales Partner will provide initial and ongoing implementation guidance for all Campaign Manager networks, Display & Video 360 partners and Search Ads 360 agencies created for the Resale Clients using those services through the Sales Partner.
ON-GOING SUPPORT:
Reactive:
The Sales Partner will use reasonable endeavours to respond to all Resale Client support tickets in accordance with the terms set out in the Campaign Manager guidelines at the following URL: https://support.google.com/dcm/answer/9026876?hl=en&ref_topic=2758513
Depending on the volume and severity of tickets submitted, time to resolution may vary. Occasionally an issue needs to be escalated to Google’s engineering team. In such cases, it may take more time to resolve the issue. The Sales Partner will keep Resale Client informed throughout the process.
In addition to the above on-going support, Sales Partner will provide Resale Clients with any necessary front-end technical support, defined as reactive troubleshooting and maintenance support.
Proactive:
The Sales Partner will provide a minimum of four hours per quarter regular proactive customer support in the form of product updates and recommendations for best practice usage of Google Marketing Platform technology.
TRAINING:
All training will be provided by the Sales Partner. Sales Partner will offer the following ongoing support as a minimum:
- Four hours of product training per quarter either via Webinar or in person (to be agreed with the Resale Client).
Last Updated: 9 April 2019