SERVICE LEVEL AGREEMENT
Altair Partners LLC
Effective Date: January 11, 2025
1. Service Scope
This SLA applies to all contracted services including:
- Digital Marketing Packages
- Social Media Management
- SEO Services
- Content Creation
- Email Marketing Campaigns
2. Service Availability
2.1 Platform Availability
99.5% Uptime Guarantee for all client-facing digital platforms and dashboards.
Excludes scheduled maintenance windows (communicated 72 hours in advance).
3. Response Times
3.1 Critical Issues (Service Outage)
1 Hour Response - 24/7 support for P1 incidents affecting core functionality.
3.2 High Priority (Service Degradation)
4 Hour Response - Business hours (8AM-6PM PST, Mon-Fri) for P2 issues.
3.3 Standard Requests
24 Hour Response - For non-urgent service inquiries and modifications.
4. Delivery Commitments
4.1 Digital Packages
5 Business Day Delivery from receipt of all required materials.
+1 free revision delivered within 3 Business Days.
4.2 Content Creation
10 Business Days for initial drafts (depending on package tier).
4.3 SEO Services
Initial audit delivered within 7 Business Days.
Monthly reports by the 5th of each month.
5. Performance Metrics
5.1 Social Media Management
95% On-Time Posting according to approved content calendar.
Engagement response within 12 Business Hours.
5.2 Email Campaigns
100% Deliverability for approved sender domains.
Campaign deployment within 1 Business Day of approval.
6. Service Credits
6.1 Credit Structure
- 99.0-99.5% Uptime: 5% monthly service credit
- 98.0-98.9% Uptime: 10% monthly service credit
- Below 98% Uptime: 25% monthly service credit
6.2 Credit Request Process
- Must be submitted within 7 days of service issue
- Applied to next billing cycle
- Maximum credit cap of 50% of monthly fee
7. Exclusions
This SLA does not cover:
- Third-party platform outages
- Client-caused delays (late approvals, missing assets)
- Force majeure events
- Scheduled maintenance windows
8. Change Management
- Minor changes: Implemented within 3 business days
- Major changes: Requires change order with revised timeline
- Emergency changes: 24-hour implementation (additional fees may apply)
9. Review & Amendments
- Annual review of SLA terms
- 30-day notice for material changes
- Client may terminate if amended terms are unacceptable