Elite Legal Marketing SLA (Service Level Agreement)

Elite Legal Marketing Service Level Agreement (SLA)

1. Purpose of the Agreement

This SLA outlines the agreed-upon service levels, roles, responsibilities, and expectations for services provided by Elite Legal Marketing to our clients. The goal is to set realistic expectations while ensuring effective communication, performance, and satisfaction.

2. Scope of Services

Elite Legal Marketing agrees to deliver the following services:

2.1 Website Support

• Maintenance and updates (e.g., content uploads, plugin updates, bug fixes).
• Uptime monitoring (99.9% availability goal).
• Resolution of technical issues within agreed-upon response times.

2.2 Pay-Per-Click (PPC) Management Services

• Setup, monitoring, and optimization of ad campaigns.
• Monthly reporting on ad performance.
• Recommendations for strategy adjustments.

2.3 Creative Services

• Creation of digital assets, including banners, email templates, and social media graphics.
• Delivery of creative drafts within 7 business days.
• Revisions up to 3 rounds, with a response time of 2 business days for changes.

2.4 Search Engine Optimization (SEO)

• On-page and technical SEO audits.
• Monthly reporting on keyword rankings, traffic, and analytics.
• Backlink building and content optimization strategies.

3. Service Level Objectives

3.1 Response Times

Service Type	Initial Response Time	Resolution/Update Time
Website Support	Within 2 hours (critical)	Within 1 business day (non-critical)
PPC Campaign Adjustments	Within 1 business day	Within 3 business days
Ad Hoc PPC or SEO Analysis	Acknowledged within 1 days	Delivered within 3 business days
Creative Deliverables	Acknowledged within 1 day	Delivered within 7 business days
SEO Recommendations	Acknowledged within 2 days	Delivered within 5 business days

3.2 Availability

The Provider will provide support during business hours: 8am-5pm CST, except during public holidays.

4. Performance Metrics

The Provider will strive to meet the following performance benchmarks:
• Website uptime: 99.9% monthly availability.
• Campaign delivery: Achieve agreed KPIs, such as CTR, CPC, or ROI targets.
• Creative accuracy: Final deliverables match agreed-upon briefs 95% of the time.

5. Client Responsibilities

The Client agrees to:
• Provide timely feedback and approvals.
• Supply accurate and complete information required for deliverables.
• Ensure payment of invoices as per the agreed terms.

6. Exclusions

The following are excluded from this SLA:
• Issues caused by third-party services or hosting providers.
• Delays caused by the Client (e.g., unresponsive communications).
• Services outside the scope defined above, unless separately agreed upon.

7. Escalation Process

If an issue cannot be resolved within the agreed timeframe:
1. Notify the designated account manager.
2. For critical issues, escalation to the operations manager if unresolved within 4 business hours.

8. Amendments

This SLA may be updated with notice given in writing to clients.