Announcements

Peak season readiness 🎄 (October 2024)

As our peak shopping season of the year approaches, we understand how important it is for you to continue operating without disruptions. To ensure you receive the best service possible from us during this time, we have made preparations across all departments.

Read through the information below to understand:

• How you can prepare with our checklist
• Who you should contact
• How we are preparing

Peak season readiness checklist

The success of the peak season depends primarily on your preparation. Download our comprehensive checklist in a PDF format checklist to stay on top of your Peak Season preparedness.

The checklist includes:

• The peak planning form. Fill out the form by the end of September to help our engineers prepare the platform.
• Useful resources, such as our live webinars and their recordings.
• Many best practices to run campaigns smoothly.

Who you should contact

Who to contact depends on the question you have. Your question should fall into one of the 2 categories:

1. For any preparation, strategic advice, or bigger questions about specific campaigns, contact your CSM directly.
   1. They can advise you or pull in the right consultant to do so. Remember the Client Services team is available during working hours only.
2. For any platform questions, concerns, or technical issues, contact Support through the in-app messenger, Help Center or email [email protected].
   1. To help Support run smoothly, before you contact Support:
      1. See the docs, FAQs and troubleshooting guides for the most common issues.
      2. Check that your inquiry falls within the scope of Support.
      3. Learn how you can communicate with Support efficiently.
   2. If you don't get the answer or service you need, escalate by contacting your CSM. Remember to include the ticket number.
   3. If you are still not satisfied, escalate further to regional leaders. This is reserved for priority issues:
      • UK and Western Europe
        • Taylor Whiteley: [email protected]
        • Sam Francis: [email protected]
      • America's
        • Erica Simons: [email protected]
      • CEE and rest of world
        • Andrea Svatikova: [email protected]
        • Martin Visvader: [email protected]

How we are preparing

Support

Our Support team will always be your key partner in managing any technical challenges you might experience. Response times and service will follow our SLAs during peak season.

Your CSM will keep you informed in case of downtime on private instances. For shared instances, you can check our Bloomreach status page, which provides updates about the platform's operational status and health. We'll also inform your CSM about any notifications directly affecting your account.

To improve our support service even further, we are upskilling our support team, focusing on recommendations and predictions, APIs, webhooks, Jinja, weblayers, mobile messaging, tracking, fetching and segmentations, experiments, and more.

Engineering

Our Engineering team will be upscaling platform capacity on instances according to the peak planning form shared by your CSM. If you have not shared this data with us, we will still monitor and upscale, only with less direct input from your team.

Deliverability

Our Deliverability Specialists will be available to you for consultations during working hours over two weekends in this peak (November 23rd-24th and 30th-December 1st). In case of urgent questions, contact:

• EMEA: William Astout: [email protected]
• Americas: Michael Mann: [email protected]

Stay up to date on the latest technical status of partner ESPs and subscribe to their notifications:

• Mailgun: https://status.mailgun.com/
• Brevo (formerly Sendinblue): https://status.brevo.com/
• SendGrid: https://status.sendgrid.com/
• EmailLabs (available in beta)

Mobile messaging

Our Mobile Messaging Specialists will be available for consultations during working hours over 2 weekends in this peak (November 16th-17th and 23rd-24th). In case of urgent questions, contact:

• EMEA: Nicole Khoury: [email protected]: +447931948523
• Americas: Mark Murray: [email protected], +1-512-508-1154 (SMS or WhatsApp)

Stay up to date on the latest technical status of partner messaging providers and subscribe to their notifications:

• Sinch: https://status.sinch.com/
• Infobip: https://status.infobip.com/
• Twilio: https://status.twilio.com/

Client Services

The Client Services team is preparing to match all clients with not only their CSM, but also Business and Technical Consultants who will be ready to help you prepare for successful peak times. If you need help from the Technical or Business Consultants, please let your CSM know by the end of October. All consultants will be focused primarily on helping you prepare for Peak season, but can also assist you during working hours during this period.

Notice: European Union Restrictions On Provision of Bloomreach Software to Russia (July 2024)

We understand the availability of Bloomreach services is important to your business. We want to remind you that European Union Council Regulations prohibit the direct or indirect provision of enterprise software including the Bloomreach services to legal persons and entities in Russia.

Bloomreach takes its export control obligations seriously and expects its customers to do so as well. We, therefore, expect our customers and partners to not provide access to Bloomreach products and services to their employees, users or affiliates in Russia without legal authorization. Bloomreach reserves the right to deploy technical measures to prevent such access in the future.

Contact your Bloomreach account team if you believe an exception should be made and we will work with our Legal team to respond accordingly.