Service Level Agreement
This SLA outlines the performance standards, response times, and service commitments provided by Socioset. It applies to all services and contracts unless otherwise specified.
1. SEO (Search Engine Optimization)
● Deliverables
○ Keyword Research: Within 7 business days of project start.
○ On-Page Optimization: Completed within 15 business days.
○ Monthly Reports: Delivered within 5 business days of month-end.
● Response Time
○ Client inquiries: Within 24 hours (business days).
○ Technical issues: Within 48 hours.
● Uptime Guarantee
○ If hosting is managed by Socioset: 99.5% uptime per month.
2. Social Media Marketing & Management
● Deliverables
○ Content Calendar: Shared 7 days before new month starts.
○ Post Frequency: Minimum of X posts per week (as per package).
○ Ads Setup: Within 5 business days of approval.
● Response Time
○ Urgent Campaign Changes: Within 12 business hours.
○ Regular Queries: Within 24 hours (business days).
3. Pay-Per-Click (PPC) & Paid Ads
● Deliverables
○ Campaign Setup: Within 5–7 business days of onboarding.
○ Monthly Optimization: Weekly checks + end-of-month performance report.
○ A/B Testing: Implemented at least once every 30 days.
● Response Time
○ Urgent Ad Pauses (e.g., budget overspend): Within 6 hours.
○ Non-urgent queries: Within 24 hours.
4. Branding & Creative Design
● Deliverables
○ Logo Design: First concepts delivered within 7–10 business days.
○ Revisions: 2–3 business days turnaround.
○ Final Files: Delivered within 3 business days after approval.
● Response Time
○ Feedback acknowledgment: Within 12 business hours.
○ Design queries: Within 24 business hours.
5. Website Development & Maintenance
● Deliverables
○ Wireframe/Prototype: Within 10 business days.
○ First Draft: 20–25 business days (depending on scope).
○ Final Delivery: 30–45 business days.
○ Maintenance Updates: Within 72 hours of request.
● Uptime & Support
○ Hosting SLA: 99.5% uptime.
○ Critical Issues: Response within 6 hours.
○ Non-critical issues: Resolution within 3–5 business days.
6. CRM Setup & Automation
● Deliverables
○ Initial Setup: 7–10 business days.
○ Workflow Automation: 15–20 business days (depending on scope).
○ Training Session: Scheduled within 5 business days after setup.
● Response Time
○ CRM Bugs: Within 24 hours.
○ Feature Requests/Changes: 3–7 business days.
7. Consulting & Strategy Sessions
● Deliverables
○ Scheduled Sessions: Confirmed within 48 hours of booking.
○ Presentation Decks: Delivered at least 24 hours before session.
○ Post-Session Notes: Shared within 2 business days.
● Response Time
○ Email Queries: Within 24 business hours.
○ Rescheduling Requests: Must be received 48 hours in advance.
8. Retainer & Subscription Services
● Deliverables
○ Monthly Reports: Sent within 5 business days of month-end.
○ Regular Strategy Calls: Minimum once per month (as per package).
○ Ad-Hoc Requests: Delivered within 5–10 business days.
● Response Time
○ General Queries: Within 24 hours.
○ Urgent Requests: Within 12 hours.
9. Performance Guarantees & Limitations
● Socioset guarantees service delivery timelines but does not guarantee specific results (e.g., #1 Google ranking, exact ROI).
● Third-party platforms (Google, Meta, LinkedIn, hosting providers, CRMs) are beyond Socioset’s control.
● Any delays caused by client-side approvals, content delays, or third-party issues will extend timelines.
10. Escalation Matrix
If issues are not resolved within the SLA timelines:
1. Support Team – First point of contact
2. Account Manager – Escalation after 48 hours of unresolved issue
3. Operations Head – Escalation after 72 hours
4. Managing Director – Final escalation
11. SLA Breach Compensation
● If Socioset fails to meet SLA timelines without justified cause, clients may receive:
○ Service credits (up to 10% of monthly fees).
○ Extended service period at no cost (for retainers).
● No monetary refunds are guaranteed unless legally required.