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Expectations & Code of Conduct

General Expectations and Code of Conduct

Braze's strong partner ecosystem is foundational to our mission of forging connections between consumers and the brands they love. The Code of Conduct for PLO Partnerships guides how trusted partners conduct themselves when working with one another and with our shared customers. Please do not hesitate to contact the Braze PLO Partner team at partnersuccess@braze.com with any additional questions or feedback.

Code of Conduct

  1. Customer experience is paramount. Focus on the needs of the customer and work diligently to address those needs.
  2. Remain independent. Do not cooperate in any way regarding competitive products (price-fixing, market sharing, limiting output or sales, bidding) or share competitively sensitive information.
  3. Be honest. Do not exaggerate Braze’s capabilities or improperly position competitive products.
  4. Act with respect. Cooperate fairly and honestly. Focus on the strengths of Braze’s product, particularly in the press and on social media. Be thoughtful when discussing competitive products both publicly and privately.
  5. Be clear. When interacting with Braze partners with whom we also compete, be clear about where we align and where we are competitive. Work together with our partners to meet the needs of the customer, but when we compete, always act independently. Avoid ambiguous language that could be misconstrued.
  6. Play by the rules. Always respect customer and partner confidential information and privacy rights.

Even when there is an element of competition, we can build long-term, highly productive relationships with competitive partners by focusing on the customer, acting with integrity, and showing respect for all our partners.

  • Keep interactions customer-centric, solution-oriented, and timely.
  • Hold one another to the same high standards as we hold ourselves. If we don’t communicate and enforce these high standards early and often, things can slip quickly.
  • If you spot smoke, please don’t hesitate to act. Wrong impressions, even minor moments, can cause big problems down the road.

General Expectations

We expect our Partner-Led Onboarding teams to deliver outstanding professional service experiences and outcomes, resulting in both high customer satisfaction (CSAT) scores and high Net Promoter Scores (NPS). We take customer complaints and other signals of low customer satisfaction very seriously.

If a delivery team or an individual fails to reliably deliver acceptable performance, the team or individual will be placed on hold for appropriate remediation