Best practices and SLAs

BEST PRACTICES

WHEN: HF tickets should be submitted for requests made to DemandGen that may include Marketo program builds and/ or Salesforce Campaign creation...​

• ie. emails, webinars, live events, ads, list imports, lead routing, chatbots, offers, reporting, SFDC campaigns, etc.​

WHERE: Submit a HappyFox ticket.​

• Tickets are assigned/ acknowledged within 48 hours. SLAs are dependent on responsiveness and team capacity. ​

• Please keep all related communications in HF. If communication takes place outside of HF kindly update the ticket with the action items discussed for record. ​

• Depending on the ticket type, provide the campaign name created via Terminus.
• When entering your first ticket, you will be prompted to include your contact information. After submitting your ticket, go to kornferry.happyfox.com, enter your email address, and click forgot password to finish setting up your account. An account will allow you to easily check the status of your tickets. 
• You will receive a confirmation email when your ticket is submitted. Please avoid responding to this email and provide all necessary comments inside the ticket directly in HappyFox.

• Please do not share prospect/client information in the HF ticket. Submit a ticket stating the request and send the prospect/client information via email to [email protected], referencing the ticket number. ​

WHAT: Submit your HF ticket with completed brief, image files attached and approved email send dates.​

• COPY: Please ensure all copy has been reviewed and finalized before submission. Asset development should not be used as the copy review stage. While 1-2 minor revisions can be accommodated, content changes require rework and impact timelines.​

• COMPLETENESS: If any part of your request is pending (ie. email send dates, audience, copy, translations, links, UTMs, speakers, event dates, images, etc.), your request is not yet ready for submission via HF. SLA timelines begin only after all required materials have been received.​

• FINAL APPROVALS & SCHEDULING: Final approval of all email assets should be received at least 2 biz days before the send date to allow adequate time for scheduling. This is especially important for APAC, where the 7th Sense scheduling window begins at 1 PM ET the day before the send date due to time zone differences.​

WHY: Incomplete briefs & changes after submission require additional rework and increase risk of errors. This impacts delivery dates and affect the team's ability to effectively manage team bandwidth and support all requests fairly.​

WHAT ELSE: ​

• APPROVALS: Please thoroughly review all assets before approving them. Requestor approval is the final review step before deployment and is critical for identifying any errors or required updates.​

• If multiple stakeholders are reviewing assets, please consolidate all feedback before submitting it in HF. Review assets thoroughly and document all requested changes within the brief, then upload the updated version to the ticket.​

SERVICE LEVEL AGREEMENTS (SLAs)

Webinar Promotion Requests with complete briefs - 4+ weeks before the webinar date.​

• 1 week min. for DemandGen team to build + 3 weeks min. to promote webinar/ reminders. Response and approval delays impact build timeline. ​

• Requests received less than 4 weeks from webinar date = less time to promote, not less build time. ​

• Email calendar availability is tight and often booked to capacity. Please submit email send date/ target audience requests to Olga Gobat and Dave Schmidt. Send dates must be approved prior to ticket submission.​

Standard Requests with complete briefs - 1 week+​

Smaller Request (basic reporting, SFDC Campaign request only, etc) - 1 week​

Change Request - 48 hrs​

Chatbot Experience (with finalized conversation content) - 5 business days​

Qualified Offer Experience - 3 business days​

Urgent/priority requests – 3+ business days​

• Given limited resources and tight availability in the email calendar, last minute requests may require reprioritization of other inflight tickets. ​

• Urgent requests still require technical setup and content approvals. Same/ next day turn around is typically not possible.​

More details on our processes can be found IN THIS PRESENTATION>>

Additional information on templates and projects can be found in TEMPLATES AND REFERENCE SHEETS SECTION>>