Service Level Agreement

This Service Level Agreement sets out the standards of service that Phoenix Media Partners Co., Ltd. (the "Company") provides to the Client across account management, availability, reporting, analysis and development support.

1. Account Management

As standard, all clients will be assigned a dedicated Account Manager, who will provide the following service for all campaigns:

• Bi-weekly calls from the Account Manager, or whenever the Client requests.
• Respond to client queries and issues in a timely manner, maintaining a record of the issues and solutions provided on our CRM.

Communication between the Account Manager and the Client should be done via telephone or email (which are stored in the CRM).

Other forms of communication, such as social media, are not supported, or are solely at the Account Manager's discretion.

2. Ad Manager and Developers

Ad Managers and Web Developers will only be available to join client meetings at the monthly campaign review, unless agreed otherwise. Direct communication between the Client and the developer or ad manager is not provided.

3. Availability

Service hours are between 9am and 5pm (Bangkok time), Monday through Friday, except public holidays.

Each Account Manager will be contactable via a work mobile phone, along with the main office phone line and email.

4. Reporting

Reports will be sent within the first week of the month for the previous monthly period. A meeting can be arranged between the Account Manager and the Client to discuss the report and, if required, an Ad Manager or Developer can be included.

Ad hoc report requests from the Client will be fulfilled as long as they are within reasonable scope. Requests outside the scope of the standard monthly report may incur additional time and fees.

5. Analysis

Technical analysis will be conducted at the discretion of the Ad Operations or Management teams, based on campaign performance relative to expected KPIs.

Requests for additional or ad hoc analysis, especially when campaign performance meets expectations, may incur extra time and costs.

6. Development Support

Support is available to customers via our ticketing system, which can be accessed by emailing support@phoenixmedia.co.th. This will generate a ticket in our system and assign it to a development support staff member.

The development team will complete the task and log the ticket time, which will be tracked in increments of 15 minutes.

For larger tasks, the development team will provide a time estimate before commencing work on the ticket.

Support tickets will receive a response within 24 hours, with most tasks completed within 24 to 48 hours, depending on complexity.

Contact us

If you have any questions about this Service Level Agreement, please contact us: