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:

Table of Contents

A La Carte Services 

Onboarding & Migration Services

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 has no obligation to 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. PLATFORM IMPLEMENTATION SERVICES

This description outlines the scope, objectives, deliverables, and responsibilities for Platform Implementation Services. The purpose of this project is to assist the Customer with the implementation of 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. 

　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: Implementation Consultant (Project Manager), Deliverability Strategist, Solution Architect, Email Template Consultant.
  • 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]
  • 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. INTEGRATION

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

Klaviyo will:

  • Provide guidance and information via email and calls to the Customer aimed to support the following.
    • Integration of the customer’s primary platform with the Klaviyo platform.
    • Facilitation of additional integrations within the customer’s tech stack as required to execute up to eight (8) prioritized flows/automations.
    • Upon notice from Customer, perform a review of completed integrations to validate that expected data are appearing within Customer’s account, and advise on additional steps to amend or complete the integration tasks as needed.
    • If the Customer has Push, Reviews, or Advanced KDP in scope, provide guidance on integration steps, such as installing the Klaviyo Reviews App, configuring the Push SDK, or syncing data for Advanced KDP (e.g. advanced analytics, RFM settings).

Customer will:

  • Integrate their primary platform with the Klaviyo platform.
  • Integrate additional data required to execute up to eight (8) 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, with the aid of the Klaviyo Solution Architect, to validate that expected data are appearing within the Customer’s account. 
  • Perform comprehensive end-to-end testing to ensure alignment with business requirements, including design and development.
  • If Push, Reviews, or Advanced KDP are in scope, install/configure the relevant components (e.g., Push SDK, Reviews App, or data sync for Advanced KDP).

　C. ACQUISITION

During the Acquisition phase, the Klaviyo 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 four (4) forms, utilizing Customer-provided content, behavior definitions, and targeting settings including (if applicable): single step email sign up, two-step “new to email” + SMS form, targeted SMS form, SMS and/or email 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 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. 
  • 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.

　D. FLOWS

The description of Flows, including the assumptions, are incorporated herein.  Klaviyo will build up to eight (8) flows as part of the Implementation package. These flows may include:

  • Email, SMS, or Push flows (if Push is integrated)
  • Review flows (if Reviews is integrated)
  • Advanced KDP-driven flows (e.g., leveraging RFM segmentation, if Advanced KDP is purchased)

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.

　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. IMPORTING, WARMING + SENDING

During the Warming + Sending phase, the Klaviyo Deliverability Strategist and Implementation Consultant are 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 to support sending strategies, which may include:
    • Advanced KDP-based segments (e.g., RFM-based segments, if KDP is purchased)
    • Push segments (if Push is integrated)
    • Reviews segments (if Reviews is purchased and Customer is importing existing reviews for marketing)
  • 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, Unsubscribed, Reviews (if applicable), Push tokens (if applicable).
  • Approve or provide segmentation criteria for up to eight (8) segments.
  • Execute the warming plan.

　G. SMS LAUNCH (if applicable)

During the Launch phase, the Klaviyo Implementation Consultant 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.

　H. COMPLETION: PERFORMANCE REVIEW

During the Completion phase, the Klaviyo 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 – Platform Implementation Services

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

B. List uploads during “warming + sending” and “SMS Launch” 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. Customer is solely responsible for executing any warming/sending plan and 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 has no obligation to 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”.

V. PREMIUM ONBOARDING SERVICES DESCRIPTION

A. KICKOFF

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

  • Klaviyo will:
    • Include additional specialized roles, such as a Deliverability Strategist, Solution Architect, or Email Design Specialist, if needed.
    • Provide deeper technical review on domain, IP, or phone number strategies (e.g., short code vs. long code).
    • Name the Klaviyo Project Team (Onboarding Specialist/Implementation Consultant).
    • Facilitate one (1) kickoff call (up to one hour) to review:
      • Roles/responsibilities of each team;
      • Project scope, plan, due dates, timeline;
      • Ownership of project tasks;
      • Weekly project meeting schedule and participants;
      • Customer KPIs and success metrics.
    • Walk through Klaviyo resources on best practices and platform configurations available to Customer, including:
  • Customer will:
    • Name a Project Manager, Marketing Lead, and Technical Lead.
    • Attend weekly status calls and complete assigned tasks.
    • Provide necessary domains/subdomains for sending, plus any phone number registration details (SMS).
    • Review, confirm and finalize all compliance requirements with Customer’s legal counsel including: terms of service, privacy policy, and disclosure language.
    • Execute required DNS changes and finalize SMS settings if applicable.
    • 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.
    • Complete SMS number configuration tasks within their Klaviyo account and ensure adherence to compliance requirements.
    • Review, confirm and finalize all compliance requirements with Customer’s legal counsel including: terms of service, privacy policy, and disclosure language.

B. INTEGRATION

During Integration, Klaviyo advises on connecting the Customer’s eCommerce or primary platform to Klaviyo, and any additional tools needed to capture data in Klaviyo.

  • Klaviyo will:
    • Provide guidance for additional integrations required to execute up to seven (7) prioritized flows/automations. Customer still retains responsibility for full quality assurance testing and final validation of all data accuracy.
    • If applicable, collaborate with a Solution Architect to advise Customer on more complex or custom integration tasks.
    • If applicable, Solution Architect to give step-by-step consultation on:
      • Connecting KDP/Marketing Analytics and mapping key events/metrics;
      • Configuring Reviews settings and importing legacy reviews; and
      • Deploying Push SDK and validating test events.
    • Provide guidance on integrating the Customer’s primary data sources, which can be:
      • One (1) backend integration (eg. eCommerce orders, catalog); and
      • One (1) frontend integration (eg. eCommerce website behavior tracking).
    • Provide guidance on one (1) additional pre-built integration, if needed.
    • Provide high-level guidance and links to documentation for installing Advanced Klaviyo Data Platform (KDP) / Marketing Analytics; and Klaviyo Reviews App & Widget.
  • Customer will:
    • Complete all technical tasks to integrate the primary platform and any additional platforms and integrations. This may include writing code, obtaining necessary API credentials, user permissions, and advanced developer support.
    • Perform a review to verify data is correctly appearing in Klaviyo for all integrated platforms and tools.

C. ACQUISITION

During Acquisition, Klaviyo guides the Customer on best practices for forms.

  • Klaviyo will:
    • Provide guidance on up to three (3) forms, including additional targeting/behavior use cases
    • Advise on importing contacts/engagement data from an existing provider.
    • Provide guidance on setup of consent pages (if needed).
  • Customer will:
    • Implement, review, and activate forms.
    • Ensure any required consent/disclosure language is updated and legally compliant.
    • Format and import contacts into Klaviyo.

D. FLOWS

“Flows” automate messaging for key customer touchpoints (e.g., welcome, abandon cart).  Premium includes strategic consultation on up to seven (7) prioritized Flows.

  • Klaviyo will:
    • Provide guidance on Flow strategy and structure, including multi-channel use (Email, SMS, Push, Advanced KDP)
    • Facilitate one (1) live, one-hour Content Overview & Discovery call for Flows.
    • Host one (1) additional live, one (1) hour training on the Flow Builder.
  • Customer will:
    • Build and activate Flows in Klaviyo.
    • Provide creative assets, copy, and other relevant content.
    • Supply any advanced segmentation logic, Push or Reviews data, or multi-step automation needs to Klaviyo for consultation.

E. WARMING PLAN & DELIVERABILITY GUIDANCE

During Warming, Klaviyo Deliverability Strategist provides recommendations to help establish a healthy sender reputation and maintain deliverability.

  • Klaviyo will:
    • Provide a custom warming plan with segmentation and campaign guidance
    • Provide weekly updates on deliverability with a dedicated Deliverability Strategist.
    • Provide tailored sending strategies for maintaining optimal deliverability.
    • Advise on larger segmentation strategies or advanced list management throughout the warming period.
    • Offer best practices on dedicated infrastructure (if applicable).
    • Monitor performance during warming and suggest remediation if needed.
    • Provide guidance on importing contacts and engagement data from existing providers into Klaviyo
    • Provide information on compliance best practices.
  • Customer will:
    • Approve and execute the warming plan.
    • Complete dedicated infrastructure setup.
    • Upload any necessary data into Klaviyo and handle all sending tasks.

F. SMS LAUNCH (IF APPLICABLE)

If SMS is part of the Customer’s subscription, Klaviyo helps guide phone number setup, provides compliance resources on best practices, and sending optimization.

  • Klaviyo will:
    • Provide guidance on phone number and contact migration based on Klaviyo system configurations (e.g. reformat phone numbers).
    • Walk through Klaviyo’s resources on compliance best practices, including migration campaign and quiet hours.
    • Provide recommended sending strategies for maintaining optimal delivery.
  • Customer will:
    • Complete phone number setup or migration and any required verification process.
    • Activate any desired Flows and forms.
      • Klaviyo will not “set live” any SMS setup. Customer is solely responsible for launching SMS setup

H. COMPLETION: PERFORMANCE REVIEW

Conclude with a final review call to assess performance and gather feedback.

  • Klaviyo will:
    • Facilitate one (1) performance review call (up to one hour) to:
      • Evaluate performance against KPIs.
      • Provide resources for custom reports/dashboards.
  • Customer will:
    • Participate in the final review
    • Provide feedback on the onboarding experience

ADDITIONAL ASSUMPTIONS

  1. Personnel assigned by Klaviyo may change from time to time as determined by Klaviyo. 
  2. Klaviyo will not directly implement forms, flows, templates, or other marketing assets on behalf of the Customer. All platform actions, launches, and technical changes must be executed by the Customer.
  3. Customer is solely responsible for executing the warming plan and Klaviyo will not launch campaigns on the Customer’s behalf.
  4. Customer is responsible for completing all technical integration tasks. Additionally, Klaviyo has no obligation to take any action on the Customer’s behalf in any third-party platforms.  
  5. Customer is solely responsible for ensuring data accuracy, obtaining the proper consents, and adhering to all applicable laws and regulations.
  6. Onboarding services will take up to ninety (90) days from the later of (i) the subscription start date of an applicable Service Order, and (ii) the date the Customer’s Klaviyo service subscription of an applicable Service Order is provisioned (“Commencement”), subject to the Customer’s performance of its responsibilities. Klaviyo has no obligation to perform onboarding services beyond ninety (90) days from the Commencement.