Terms & Conditions
Service Level Agreement (SLA)
This SLA outlines the services provided by Reeva and the service standards agreed upon with the Client.
We commit to delivering high-quality, timely, and agile marketing solutions aligned with the Client’s strategic goals.
1. Introduction
This SLA ensures mutual understanding of service expectations and provides accountability for both parties.
2. Scope of Services
The Agency will provide services across the following areas:
- Interim Marketing Consulting
- Agile Marketing/Campaigns
- AI & Data Services
- Creative Content Development
- Customer Experience (CX) Optimization
- Technology and Automation Support
- Performance Analytics and Optimization
- Innovation and Emerging Technologies
3. Service Standards and Response Times
| Service Area | Response Time | Resolution Time | Notes |
Strategic Project Oversight | 1 business day | Ongoing | Ensuring technical developments align with marketing strategies and deliver business value. |
| Campaign Strategy | 2 business days | 5-10 business days for full plan | Strategic input on new campaigns |
| Content Creation | 1 business day | 3-5 business days per request | Design, copy, and multimedia for campaigns |
| Data and Insights Reports | 2 business days | 5 business days | Reports on performance and consumer insights |
| AI-Powered Personalization | 1-2 business days | Ongoing optimization | AI-driven personalization updates |
| Customer Experience Enhancements | 1-2 business days | 5-7 business days | CX improvement requests |
| Tech & Automation Support | 1 business day | Within 24 hours if critical | Marketing automation and system issues |
| Performance Optimization | 2 business days | 5 business days | Optimization for ads, CRO, SEO |
| Innovation Lab Proposals | 3 business days | Varies per project complexity | Experimental strategies, prototypes |
| Client Success Consultations | 1 business day | Weekly/Monthly | Strategic check-ins, feedback sessions |
4. Deliverables and Timelines
- Campaign Execution: All campaign elements, including creative assets, targeting, and deployment, will be ready by the start of the campaign’s specified timeline.
- Performance Reports: Monthly or as requested, within five business days following the end of the reporting period.
- Creative Deliverables: Content and creative work will be completed based on the project timeline, typically within 3-5 business days per request.
5. Quality Standards
- Accuracy: All content and analytics are expected to meet agreed-upon standards and project requirements.
- Innovation: The agency will continually assess new technologies and trends to integrate cutting-edge solutions.
- Client Satisfaction: The Agency will maintain open communication to ensure clarity on goals, timelines, and progress. A client satisfaction survey will be conducted bi-annually to gather feedback.
6. Client Responsibilities
- Timely Feedback: Clients are expected to provide feedback within two business days to avoid delays.
- Access to Resources: The Client shall ensure the Agency has access to any necessary data, brand assets, or tools required for efficient service delivery.
- Approval Process: For expedited service, the Client must designate a decision-maker for swift approval of campaign or content changes.
7. Monitoring and Reporting
The Agency will provide the Client with regular reports detailing performance metrics, service issues, and response times. A quarterly review will be conducted to evaluate adherence to SLA standards and make adjustments if necessary.
8. Penalties and Remedies
- Delayed Services: If the Agency fails to meet the agreed resolution times by more than two business days without prior notification, a service credit may apply to the next billing cycle.
- Quality Issues: Should the deliverables consistently fall short of quality standards, the Agency will allocate additional resources to correct the issue at no extra charge.
9. SLA Review and Updates
This SLA is subject to review every six months to ensure alignment with the Agency’s evolving capabilities and the Client’s needs. Any changes will require mutual agreement.
