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Campaign Studio and Campaign Factory Product Guide

Last updated: January 28, 2022

With Campaign Studio, Customers can create emails, send personalized messages, build nurture campaigns, execute A/B tests, and measure results. Campaign Studio simplifies marketing automation and eliminates the need for dedicated, certified staff to execute Customer’s campaigns. As a result, marketing teams can launch campaigns in minutes, not days, leaving more time to focus on the important milestones.

Campaign Factory enables Customer to manage multiple Campaign Studio marketing automation accounts from a central location, helping to scale operations across Customer’s entire business. Campaign Factory empowers business units or brands with a separate marketing automation instance. It enables efficient delivery of Customer’s most valuable campaign elements across multiple teams or clients, while giving complete control and visibility.

Campaign Factory is an optional add-on product to Campaign Studio that enables customers to orchestrate multiple instances of Campaign Studio. Campaign Factory cannot be used without Campaign Studio instances.

1. Campaign Studio - capabilities

Highlighted features of Campaign Studio:

  • Multi-channel campaigns - Easily orchestrate automated campaigns with the intuitive visual builder that lets you send email, text, mobile, and web messages.
  • Website tracking - Turn your website into your most valuable asset with website tracking that helps you know your visitors better.
  • Email marketing - Core to the digital marketer’s toolset, highly flexible templates enable you to deliver and optimize effective emails.
  • Landing pages - Easily customize individual landing pages with content tailored and styled for your target audience.
  • Dynamic content - Use existing contact and real-time engagement data to personalize the experience on your website and in your emails by delivering relevant content to individuals in your audience.
  • Integrations - Native plugins, integrations, and open APIs provide the freedom needed to connect Campaign Studio to all of your business-critical technology solutions.

Additional functionality:

  • Segmentation
  • Lead scoring points
  • Contact management
  • Progressive profiling
  • Online forms
  • Lead scoring
  • Reporting and tracking

2. Campaign Factory - capabilities

Highlighted features of Campaign Factory:

  • Manage multiple Campaign Studio instances - Streamline marketing operations across Customer’s entire business by managing all automation accounts within a single platform.
  • Create new Campaign Studio instances on-the-fly - Set up brand new instances of Campaign Studio for new teams, business units, or clients quickly.
  • Analyze results in aggregate - Keep a pulse on what is happening with a rolled-up view of how all campaigns, emails, and content are performing across Campaign Studio instances.
  • Replicate campaigns across instances - Save time and increase efficiency by easily replicating automated campaigns, emails, forms, and other resources across multiple Campaign Studio instances.
  • Custom-branded Campaign Studio instances - Customize Campaign Studio instances to match a brand’s look and feel.
  • Replicate instance templates - Build a full Campaign Studio template instance tailored specifically for Customer’s business or clients, and then easily replicate the instance for new users.

3. Subscription Packages

Customer (direct)

Product Offering Name Description
Campaign Studio Cloud: Production Marketing automation - Build powerful campaigns in minutes with automation that is easy to learn and intuitive to use. Customer may deploy contracted amount of Campaign Studio Cloud contacts across the number of Campaign Studio Cloud instances specified.
Campaign Studio Cloud + Campaign Factory: Production Marketing management for your Campaign Studio Cloud instance(s) - Everything offered in Campaign Studio Cloud plus Campaign Factory; Campaign Factory marketing automation management simplifies the management of multiple Campaign Studio Cloud instances within a single platform.

Offering includes:

  • Sandbox/testing environment(s)
  • Email services from approved ESP (up to five (5) emails per contact per month)
  • Hosting available in North America, Europe, or Japan datacenter, as selected by the Customer

Offering does not include (paid add-ons that can be priced by Campaign Studio):

  • Onboarding & support packages
  • High-frequency email
  • SMS messages (domestic or international)
  • Mobile push notifications (iOS or Android)
  • Private cloud for instances of 2M+ contacts
  • On-site training & onboarding
  • Off-hours business support
  • Engineering consulting
  • Custom development or plugins
  • Custom template design & development
  • Custom design & development for custom branding
  • Consulting & Professional Services (engineering consulting, strategy definition)

4. Partners

Product Offering Name Description
Campaign Studio Cloud + Campaign Factory - Production

Marketing automation - Build powerful campaigns in minutes with automation that is easy to learn and intuitive to use. Customer may deploy contracted amount of Campaign Studio Cloud contacts across the number of Campaign Studio Cloud instances specified.

and

Marketing management for your Campaign Studio Cloud instance(s) - Campaign Factory marketing automation management simplifies the management of multiple Campaign Studio Cloud instances within a single platform.

Offering includes:

  • Sandbox/testing environment(s)
  • Email services from approved ESP (up to 5 per contact per month)
  • Hosting in North America, Europe, or Japan data centers

Offering does not include (paid add-ons that can be priced by Campaign Studio):

  • Onboarding & support packages
  • High-frequency email
  • SMS messages (domestic or international)
  • Mobile push notifications (iOS or Android)
  • Private cloud for instances of 2M+ contacts
  • On-site training & onboarding
  • Off-hours business support
  • Engineering consulting
  • Custom development or plugins
  • Custom template design & development
  • Custom design & development for custom branding
  • Consulting & Professional Services (engineering consulting, strategy definition)

5. Campaign Studio Service Level Agreement

5.1 Service commitment

Acquia will use commercially reasonable efforts to make hosted Campaign Studio available for 99.5% during each calendar quarter (“Service Commitment”). In the event Acquia does not meet the Service Commitment, Customer will be eligible for a Service Extension as set forth below.

5.2 Service extension

In the event that Campaign Studio does not meet 99.5% general availability of the Services for a calendar quarter, for each one-half hour of unavailability, Customers will receive a one-day extension of their Subscription (each a “Service Extension”).

If Customer has accumulated Service Extensions during two consecutive months or three months in any six-month period, Customer may terminate the applicable Order upon seven days advance written notice to Acquia.

In the event of an unavailability of the SaaS that is directly attributable to flaws in Customer’s environment (including the underlying code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws, then Acquia may terminate the applicable Order upon 30-days written notice to Customer.

The Service Extension and termination rights constitute Customer’s exclusive remedy and Acquia’s sole liability and obligation for any failure to maintain the Service Level Commitment.

5.3 Service commitment exclusions

The Service Commitment does not apply to any unavailability, outage, suspension, or termination of any Acquia SaaS performance issues:

  1. that are caused by factors outside of Acquia’s reasonable control, including any force majeure event, network intrusions or denial of service attacks;
  2. any outages that result from any actions or inactions of Customer or any third parties engaged by Customer, missing Customer Data, errors caused by Customer code, or usage capacity in excess of the Customer purchased amount;
  3. any outages caused by programming errors in Customer’s website(s), programming bugs in the third-party extensions/modules made available through Acquia Campaign Studio or Acquia Campaign Factory;
  4. any outages attributable to flaws in Customer’s environment (including the underlying code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws (e.g., failure to upsize to recommended hardware configuration);
  5. any outages lasting less than one minute but no more than three such outages in a 24 hour period;
  6. any outages related to emergency maintenance to Customer’s website(s) (for example, to install security fixes);
  7. any outages related to the dev or staging environment;
  8. any outages resulting from regularly scheduled maintenance and/or if Acquia notified Customer to the commencement of unscheduled maintenance work;
  9. unavailability that relates to any malware, viruses, Trojan horses, spyware, worms or other malicious or harmful code in the website that (1) was not introduced by Acquia or (2) was not introduced as a result of Acquia’s failure to perform the Services in compliance with the standard included herein or in the Subscription and Services Agreement;
  10. attributable to the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Acquia’s Service by means of Customer’s Authorized Users’ accounts or equipment;
  11. if customer does not modify its use as advised

In addition, unavailability of some specific features or functions within the website while other features remain available will not constitute Unavailability of the website, so long as the unavailable features or functions are not, in the aggregate, material to the website.

In the event of any outages described above, Acquia will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the website in connection with outages, whether scheduled or not.

5.4 Definitions and conditions for downtime minutes

Downtime minutes

The unplanned number of minutes of downtime in which the Services are unavailable.

Normal operating hours

This Service Level Commitment excludes any outages resulting from scheduled maintenance (“Campaign Studio Maintenance Window” defined below).

SLA calculation

The number of total minutes during normal operating hours in the calendar quarter less the number of Downtime Minutes during such calendar quarter. This is expressed as a percentage and calculated at the end of the calendar quarter.

Notification of service extension

In the event the Customer believes the committed Service Commitment was not met, Customer must notify Acquia in writing within five (5) business days from such event. Acquia will review Customer’s notification and will advise Customer whether or not the Downtime Minutes claimed by the Customer are eligible for a Service Extension. Failure to provide such notification will result in the forfeit of Customer’s right to receive a Service Extension for such time period.

Disclaimer of actions caused by / under the control of third parties

Acquia does not and cannot control the flow of data beyond the Campaign Studio infrastructure and other portions of the Internet, including the Customer’s infrastructure. Such data flows depend in large part on the performance of Internet services provided or controlled by third parties.

Maintenance windows

Acquia shall make all commercially reasonable attempts to ensure that planned maintenance is performed during standard maintenance windows and occurs in accordance with the following schedule: “Maintenance Window” means Campaign Studio Platform services upgrades or maintenance are expected to occur on weekdays approximately once every three weeks; the maintenance timeframes for the various clouds is below:

  • Asia Pacific: 15:00-17:00 UTC
  • Europe: 05:00-07:00 UTC
  • US & private clouds: 2:00-4:00 AM ET

Customer support hours

There are several options offered for training and onboarding. Product training & onboarding to be completed by Digital Experience Consultant(s) (DXCs) in the EU and North America.

Ongoing support will be handled by the Acquia global support organization; support services can be found in our Support Guide.

6. Campaign Studio guidelines

In creating a personalized experience for end customers, Acquia Campaign Studio recommends the following guidelines to ensure the best performance:

  • Segmentation:
    • 1 level of nesting for segments. For example, segment A includes/excludes segment B but Segment B cannot include/exclude or reference another segment
    • No more than an average of 4 filters per segment
    • No more than 300 published segments
  • API Limits: 70 requests per second
  • Contacts: Max of 7M contacts per instance (actual number of contacts will be dependent on use case)

7. Data retention

High-volume activity will be retained for 180 days past the activity date. The following data falls under our definition of high-volume activity:

  • Customer web views
  • Email statistics (sends/opens/click on links)
  • Asset downloads
  • SMS statistics (sends/click on links)
  • Push notification statistics (sends/click on links)
  • Data related to unidentified/anonymous contacts

After 180 days high-volume activity will no longer be available in Campaign Studio*.

* Some customers may have a data retention policy of less than 180 days depending on their use case. These customers will be evaluated on a case-by-case basis and will be alerted of their specific data retention policy. Maintaining data for longer may adversely impact overall product performance.

Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.