Professional Services Descriptions

Klaviyo offers various professional services to help customers in their use of Klaviyo products, where Klaviyo’s team provides guidance.  Below are descriptions of the professional services available:

I. FLOW BUILD SERVICES

This description outlines the scope, objectives, deliverables, and responsibilities for the build of Flows. A “Flow” is an automated sequence of steps in the Klaviyo platform that is set in motion by a single trigger and can be filtered based on specific profile or trigger details. 

Klaviyo will:

  • Build Flows within the customer’s Klaviyo account for email or SMS sends. The number of Flows is determined by the quantity purchased in the service order.
    • Each Flow may contain up to fifteen (15) flow components (as described here)
  • In each Flow, build up to one (1) dynamic block that can contain up to twenty (20) dynamic variables.
    • A dynamic variable includes data from the event payload, profile, or product catalog.
  • Complete each Flow within ten (10) business days of receipt of all required Flow configuration requirements from Customer.
  • For each Flow, complete one (1) round of revisions within five (5) business days of receipt of Customer’s revision request.
  • Notify the Customer upon completion of Flow builds.

Customer will:

  • Promptly submit Customer’s desired Flow configuration requirements to Klaviyo, including at a minimum: trigger criteria, time delays, send time (time of day/day of week), count of emails within the Flow, and details around dynamic email content within the Flow’s messages.
  • Complete all data requirements that support Flow triggers, filters, and any dynamic block functionality.
  • Build and add any required email templates and/or SMS messages within each Flow.
    • If Customer also purchases Klaviyo Email Templates, upon Customer’s request, Klaviyo will add such templates directly to the Flow.
  • At Customer’s discretion, up to fourteen (14) days from Klaviyo’s delivery of the Flow, submit up to one (1) round of revisions, per Flow. 
  • Review, confirm, and activate all Klaviyo-built Flows.
Additional Assumptions – Email Flow Build

　A. Customer is responsible for all data requirement tasks and technical integration required for Flow functionality, including webhooks or API integrations.  Klaviyo has no responsibility for such tasks, this is not included as part of this service offering.

　B. Email templates and SMS message templates are not included in scope. Customer is responsible for building and adding all content required for message design. Functional message components may be included by Klaviyo as part of the dynamic block described above.

　C. Customer is solely responsible for reviewing and confirming all Flows before turning live or activating, and ensuring that the Email settings and SMS settings are correctly configured to Customer’s specifications, set up compliantly, and following industry best practices.

II. EMAIL TEMPLATES

This description outlines the scope, objectives, deliverables, and responsibilities for the build of Email Templates. An “Email Template” is the contents of an email built in the Klaviyo template editor. Once an Email Template is created, Customer can add it to a campaign to send to a group of contacts or use it in a Flow to send automatically when a contact meets certain criteria.  

Klaviyo will:

  • Create Email Templates within  Customer’s Klaviyo account. The number of Email Templates is determined by the quantity purchased in the service order.
    • Within each Email Template, Klaviyo will build up to six (6) sections.
  • Deliver the initial draft of each template within ten (10) business days of receipt of all required Customer assets.
  • For each template, complete one (1) round of revisions within five (5) business days of receipt of Customer’s revision request.

Customer will:

  • Promptly submit to Klaviyo all Customer assets via structured method as instructed by Klaviyo. The assets may include, without limitation logo, brand colors, any custom font files, and content (images, copy, hyperlinks).
  • If replicating an existing template, provide an export of the existing template in .eml or .html format.
  • If building a net-new template, provide an example of desired structure/layout in .jpg, .pdf, .html, or .eml format.
  • At Customer’s discretion, up to fourteen (14) days from Klaviyo’s delivery of the initial draft, submit up to one (1) round of revisions per template.
Additional Assumptions – Email Templates

　A. Customer is responsible for providing all assets for the email templates. Klaviyo will not draft, build, or otherwise provide any creative content.

　B. Templates will be built using Klaviyo’s drag & drop editor (not HTML) and delivered directly to Customer’s Klaviyo account.

　C. Klaviyo may copy/paste Customer-provided HTML, but will not troubleshoot or edit HTML. Klaviyo will not build any custom code for use within Email Templates.

III. SMS IMPLEMENTATION SERVICES

This description outlines the scope, objectives, deliverables, and responsibilities for the SMS Implementation Services. The purpose of this project is to assist the Customer with the implementation of SMS services on the Klaviyo platform for one (1) Klaviyo account.  For the avoidance of doubt, this is for the setup of one domain and one Klaviyo account, and does not cover multiple account/parent-child setups. SMS Implementation Services end ninety (90) days from Commencement.

　A. KICKOFF

During the Kickoff phase, the Klaviyo and Customer Project Teams will align on the project plan, roles & responsibilities, communication channels, and cadence.

Klaviyo will:

  • Name the Klaviyo Project Team: Onboarding Specialist (Project Manager), D&C Activations Specialist, and Solution Architect
  • Facilitate one (1) kickoff call, up to one (1) hour in duration to validate:
    • Roles and responsibilities of the Project Teams;
    • Project scope, project plan, due dates, and timeline;
    • Ownership of project tasks;
    • Schedule and participants in weekly project meetings; and
    • Customer KPIs and success metrics.
  • Establish a weekly schedule for project status calls and provide overall project management for the duration of the implementation.
  • Align on phone number selection and application (in particular porting numbers or SMS short codes, if applicable), registration and/or verification requirements.
  • Walk through Klaviyo resources on best practices and platform configurations available to Customer, including:
  • Review the SMS settings section of Klaviyo [Documentation] and update the following subject to Customer’s guidance:
    • Configuration of up to three (3) SMS keywords (if applicable);
    • Configuration of up to five (5) SMS quick responses (if applicable); and
    • Update of attribution window to Customer’s desired timeframe.
  • Notify the Customer upon completion of keyword and quick response build (which Klaviyo will not activate).

Customer will:

  • Name the Customer Project Team: Project Manager, Marketing Lead, Technical Lead.
  • Assign owners to project tasks.
  • Attend and participate in weekly Project Status calls.
  • Provide required phone number application, registration or verification materials.
  • Review, confirm and finalize all compliance requirements with Customer’s legal counsel including: terms of service, privacy policy, and disclosure language.
  • Execute any changes desired to SMS settings including company information, SMS message add-ons, smart sending & quiet hours, sender preferences, compliance keywords (where editable), and SMS short links.
  • Review, confirm and activate quick responses and keywords.
    • Klaviyo will not update the status nor activate any quick responses or keywords. The Customer is solely responsible for review and activation of these product areas.

　B. ACQUISITION

During the Acquisition phase, the Klaviyo Implementation Specialist is available to work with the Customer Marketing Lead to complete tasks required to acquire Customers/subscribers.

Klaviyo will:

  • Provide guidance and information on best practices for utilizing Klaviyo forms to build acquisition channels, define behaviors, and select targeting settings.
  • Build up to four (4) forms, utilizing Customer-provided content, behavior definitions, and targeting settings including: two-step “new to email” + SMS form, targeted SMS form, SMS embedded form, and SMS subscribe link.
    • Notify the Customer upon completion of form builds.
  • For each form or consent page, complete up to one (1) round of revisions within three (3) business days of receipt of Customer’s revision request.  
  • Update the designs for up to one (1) consent page (as described here) based on Customer guidance.

Customer Will:

  • Provide content, behavior definitions, and targeting settings for up to four (4) forms for each brand/domain.
  • At Customer’s discretion, up to fourteen (14) days from Klaviyo’s delivery of a form or consent page, submit up to one (1) round of revisions, per form/page. 
  • Customer is responsible for any updates to consent and disclosure language for the forms and/or double opt-in functionality.
  • Review and activate all forms.
    • Klaviyo will not update the status nor activate any forms. Customer is solely responsible for review, confirmation and activation of forms.

　C. FLOWS

The description of Flows, including the assumptions, are incorporated herein.  At Customer’s direction, Klaviyo will build or add SMS to up to seven (7) Flows as part of the SMS Implementation package. 

Additionally, Klaviyo will:

  • Facilitate up to one (1) live, one (1) hour Klaviyo content overview and discovery call.
  • Provide up to one (1) live, thirty (30) minute training on the Klaviyo Flow builder.
  • Notify the Customer upon completion of Flow builds.

Additionally, Customer will:

  • Complete review of all Klaviyo built Flows.
    • Customer is responsible for activating Flows for message sends.

　D. SMS LAUNCH

During the Launch phase, the Klaviyo Implementation Specialist  is available to work with the Customer Marketing Lead to launch and optimize sending.

Klaviyo will:

  • Provide guidance on phone number and contact migration based on Klaviyo system configurations (e.g. reformat phone numbers).
  • Provide the Customer with a sending plan, including segmentation and campaign recommendations.
  • Walk through Klaviyo’s resources on compliance best practices, including migration campaign [Documentation] and quiet hours [Documentation].
  • Complete up two (2) list uploads: “subscribed” and “unsubscribed” [Documentation].
  • Build up to four (4) segments:
    • SMS consented (required);
    • SMS error segment;
    • SMS VIPs; and
    • SMS engaged (required).
  • Proactively monitor during the Launch phase and provide remediation strategies, if needed.
  • Provide recommended sending strategies for maintaining optimal delivery. 
  • Notify the Customer upon completion of Segment builds.

Customer will:

  • Complete phone number setup or migration and any required verification process.
  • Provide up to two (2) list files for upload: “subscribed” and “unsubscribed”. Customer is responsible for ensuring that all data/information is accurate including consents and opt-outs.
    • Files must contain phone numbers in a Klaviyo acceptable format [Documentation]
  • Approve or provide segmentation criteria for up to four (4) segments.
  • Complete final review, confirmation and execution of sending plan.
  • Review and confirm all Klaviyo built segments prior to sending any messages to built segments.
  • Activate any desired Flows and forms.
    • Klaviyo will not “set live” any SMS setup. Customer is solely responsible for launching SMS setup.

　E. COMPLETION: PERFORMANCE REVIEW

During the Completion phase, the Klaviyo Onboarding Specialist and the Customer Project Teams will review performance and conclude the Implementation.

Klaviyo will:

  • Facilitate one (1) performance review call, up to one (1) hour in duration to:
    • Conduct a performance review against Customer KPIs and success metrics, and available reports.
    • Provide Klaviyo Education resources to the Customer for creating custom reports and dashboards.
  • Build up to 1 (one) SMS Dashboard (reporting feature) [Documentation].
  • Build up to 3 (three) Klaviyo custom SMS reports (reporting feature).
  • Notify Customer upon completion of SMS Dashboard & Klaviyo custom reports.

Customer will:

  • Attend performance review call.
  • Approve or provide reporting criteria for up to one (1) SMS Dashboard and up to three (3) SMS reports.
  • Complete review and confirmation of all Klaviyo built Dashboards and reports.
Additional Assumptions for SMS Implementation Services

A. Personnel assigned by Klaviyo may change from time to time.

B. List uploads during “SMS Launch” phase:

　 a. Customer will provide files in an approved format.

　 b. Customer is responsible for, and will provide written confirmation upon request of the following:

　 　 i. Data in the files is accurate;

　 　 ii. Customer has obtained proper consent to send SMS marketing; messages to any profiles defined in the Klaviyo platform as “Active;” and

　 　 iii. Klaviyo has permission to upload the lists to the Customer’s account on the Customer’s behalf but Customer is solely responsible for the consents and that such uploading is executed properly.

C. Customer is responsible for executing the sending plan. Klaviyo will not launch campaigns, Flows, or forms on the Customer’s behalf.

D. Customer is responsible for completing all technical integration tasks. Additionally, Klaviyo will not take any action on the Customer’s behalf in any third-party platforms.

E. Customer acknowledges and agrees that Klaviyo, in connection with the services provided herein, shares best practices and assists Customer with Customer’s use of the Klaviyo services, but that Customer is solely responsible for ensuring compliance with all applicable laws, including applicable federal and state laws and laws in other applicable jurisdictions, in connection with its use of the services, including the collection of contact information, obtaining consents and honoring opt-outs, and the set up and sending of all messages.  Customer represents that it will not construe the services provided herein, including the sharing of best practices as legal advice, and that Customer will consult its own legal counsel for legal advice in connection with the use of the Klaviyo services.

　 a. Klaviyo will not review or provide feedback on a Customer’s terms of service, privacy policy or any other documentation. Klaviyo is not responsible for the compliance of Customer’s acquisition methods, automations or contacts. 

F. Customer is responsible for ensuring messaging does not contain any prohibited content (outlined here).

　 a. Klaviyo will provide educational guidance around SMS content best practices but will not audit SMS content for SHAFT compliance.

G. Customer is solely responsible for setting live any SMS setup in Klaviyo after written confirmation of setup expectations and review of completed setup. Without limitation, Customer is responsible for the following:

　 a. Forms: changing status from “draft” to “live”;

　 b. SMS Campaigns: scheduling and sending;

　 c. Flow or Flow messages: changing status from “draft” to “manual” and/or “live”;

　 d. SMS Conversations: ongoing inbox monitoring and response management; and

　 e. Keywords & Quick responses: changing status “inactive” from “active.”

IV. EMAIL IMPLEMENTATION SERVICES

This description outlines the scope, objectives, deliverables, and responsibilities for the Email Implementation Services. The purpose of this project is to assist the Customer with the implementation of the Klaviyo email platform for one (1) Klaviyo account.  For the avoidance of doubt, this is for the setup of one domain and one Klaviyo account, and does not cover multiple account/parent-child setups. 

　A. KICKOFF

During the Kickoff phase, the Klaviyo and Customer Project Teams will align on the project plan, roles & responsibilities, communication channels, and cadence.

Klaviyo will:

  • Name the Klaviyo Project Team: Onboarding Specialist/Implementation Consultant (Project Manager), Deliverability Strategist, Solution Architect, Email Design Specialist.
  • Facilitate one (1) kickoff call, up to one (1) hour in duration to validate:
    • Roles and responsibilities of the Project Teams;
    • Project scope, project plan, due dates, and timeline;
    • Ownership of project tasks;
    • Schedule and participants in weekly project meetings; and
    • Customer KPIs and success metrics.
  • Establish a weekly schedule for project status calls and partner with the Customer Project Manager to provide overall project management for the duration of the implementation.
  • Review and assist with account setup within settings section of Klaviyo [Documentation]

Customer will:

  • Name the Customer Project Team: Project Manager, Marketing Lead, Technical Lead.
  • Assign owners to project tasks.
  • Attend and participate in weekly Project Status calls.

　B. INTEGRATION

During the Integration phase, the Klaviyo Solution Architect is available to consult with the Customer Developer/Technical Lead on completion of required tasks.

Klaviyo will:

  • Provide guidance and information on email sending best practices to the Customer aimed to support the following:
    • Integration of the customer’s ecommerce platform with the Klaviyo platform.
    • Completion of additional integrations within the customer’s tech stack as required to execute up to seven (7) prioritized flows/automations.
    • Integration of additional data required to execute up to seven (7) prioritized flows/automations. 
  • Upon notice from Customer, perform a review of completed integrations to validate that expected data are appearing within Customer’s account. 

Customer will:

  • Integrate their ecommerce platform with the Klaviyo platform.
  • Integrate additional data required to execute up to seven (7) prioritized flows/automations. Examples include, but are not limited to: onsite tracking, custom catalog, customer profile data, real time events, historical data. 
  • Perform a review of completed integrations to validate that expected data are appearing within the Customer’s account. 

　C. ACQUISITION

During the Acquisition phase, the Klaviyo Onboarding Specialist/Implementation Consultant is available to work with the Customer Marketing Lead to complete tasks required to acquire customers/subscribers.

Klaviyo will:

  • Provide guidance and information on best practices for utilizing Klaviyo forms to build acquisition channels, define behaviors, and select targeting settings.
  • Build up to three (3) forms, utilizing Customer-provided content, behavior definitions, and targeting settings.
  • For each form or consent page, complete up to one (1) round of revisions within five (5) business days of receipt of Customer’s revision request.  
  • Update the designs for up to four (4) consent pages (as described here) based on Customer guidance.

Customer Will: 

  • Provide content, behavior definitions, and targeting settings for up to three (3) forms for each brand/domain.
  • At Customer’s discretion, up to fourteen (14) days from Klaviyo’s delivery of a form or consent page, submit up to one (1) round of revisions, per form/page. 

　D. EMAIL FLOWS

The description of Flows, including the assumptions, are incorporated herein.  Klaviyo will build up to seven (7) flows as part of the Implementation package. 

Additionally, Klaviyo will

  • Facilitate up to one (1) live, one (1) hour Klaviyo Content Overview and Discovery call.
  • Provide up to one (1) live, thirty (30) minute training on the Klaviyo Flow Builder.

　E. EMAIL TEMPLATES

The description of Email Templates, including the assumptions, are incorporated herein.  Klaviyo will build up to twelve (12) Email Templates as part of the Implementation package. 

Additionally, Klaviyo will

  • Provide up to one (1) live, one (1) hour training on the Klaviyo email editor. 

　F. WARMING + SENDING

During the Warming + Sending phase, the Klaviyo Deliverability Strategist is available to work with the Customer Marketing Lead to establish a healthy sending reputation and optimize inboxing.

Klaviyo will: 

  • Provide guidance on dedicated infrastructure setup.
  • Provide the Customer with a personalized warming plan, including segmentation and campaign recommendations.
  • Provide information on compliance best practices.
  • Complete up two (2) list uploads: Active Subscribers and Unsubscribed/Opt-outs.
  • Build up to eight (8) segments.
  • Proactively monitor during the warming phase and provide remediation strategies, if needed.
  • Provide recommended sending strategies for maintaining optimal deliverability. 

Customer will:

  • Complete dedicated infrastructure setup.
  • Provide up to two (2) list files for upload: Active Subscribers and Unsubscribed.
  • Approve or provide segmentation criteria for up to eight (8) segments.
  • Execute warming plan.

　G. COMPLETION: PERFORMANCE REVIEW

During the Completion phase, the Klaviyo Onboarding Specialist/Implementation Consultant and the Customer Project Teams will review performance and conclude the Implementation.

Klaviyo will: 

  • Facilitate one (1) performance review call, up to one (1) hour in duration to:
    • Conduct a performance review against Customer KPIs and success metrics, and available reports.
    • Provide Klaviyo Education resources to the Customer for creating custom reports and dashboards.

Additional Assumptions – Email Implementation Services

A. Personnel assigned by Klaviyo may change from time to time as determined by Klaviyo. 

B. List uploads during warming + sending phase:

　 a. Customer will provide files in an approved format. 

　 b. Customer is solely responsible for, and will provide written confirmation upon request, of the following:

　　(i) Data in the files is accurate;

　　(ii) Customer has obtained proper consent to send email marketing messages to any profiles defined in the Klaviyo platform as “Active;” and 

　　(iii) Klaviyo has permission to upload the lists to the Customer’s account on the Customer’s behalf, but Customer is solely responsible for the consents and that such uploading is executed properly. 

C. Warming: Customer is solely responsible for executing the warming plan and Klaviyo will not launch campaigns on the Customer’s behalf.

D. Technical Integration: Customer is responsible for completing all technical integration tasks. Additionally, Klaviyo will not take any action on the Customer’s behalf in any third-party platforms and Customer is responsible for executing such actions.