Social Media Marketing Response Time SLA
This Social Media Marketing Response Time Service Level Agreement (SLA) ("Agreement") is entered into between [Company Name], hereinafter referred to as the "Company," and the entity executing this Agreement, hereinafter referred to as the "Customer." The Agreement takes effect as of [Date].
I. Purpose and Scope
The primary purpose of this Agreement is to specify the minimum requirements for response times concerning customer interactions on various social media platforms managed by [Company Name]. This Agreement is designed to ensure that the requirements for both parties to this contract are sufficiently detailed with the aim of achieving mutual understanding and customer satisfaction. Timely and accurate responses are paramount to the Company's customer service efforts and contribute substantially to maintaining a positive brand image.
II. Definitions
Response Time: The duration from when a customer interaction is initially registered on any of the Company's official social media channels to the time the Company responds to that interaction.
Business Hours: The standard operating hours during which the Company will be available to respond to customer interactions.
Service Level: The performance standard that the Company agrees to meet, as outlined herein.
III. Duration and Review
This Agreement is valid from the Effective Date and will continue in effect until revised or terminated in accordance with the terms contained herein. The Agreement may be reviewed and revised at any time by mutual agreement between the Company and the Customer, or at the sole discretion of the Company.
IV. Service Agreement
The following detailed service parameters are the responsibility of the Company in the ongoing support of this Agreement. The Company agrees to respond to various types of customer interactions within the time frames specified in the accompanying Service Guidelines table or as otherwise explicitly outlined in this Agreement.
V. Limitations and Exclusions
This Agreement does not cover response times for interactions that occur outside of Business Hours or during recognized Company holidays. The Company also reserves the right to redefine what constitutes an acceptable Response Time under extraordinary circumstances, provided that the Customer is notified in advance.
VI. Compliance and Remedies
Failure to comply with the terms outlined in this Agreement may trigger a series of actions as specified in an accompanying corrective action plan. These actions can include but are not limited to performance reviews, financial penalties, or contractual revisions. Remedies for non-compliance may also be mutually agreed upon between the Customer and the Company and could involve adjustments to future service levels or other compensation measures.
VII. Governing Law
This Service Level Agreement and any disputes or claims arising out of or in connection with it, its subject matter, or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with, the laws of the jurisdiction in which [Company Name] primarily conducts its business. Each party irrevocably agrees that the courts of that jurisdiction shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement, its subject matter or formation (including non-contractual disputes or claims). This clause shall not preclude the possibility of mediation, arbitration, or any other form of dispute resolution agreed upon by both parties.
VIII. Acceptance
By signing below, both parties acknowledge that they have read and understood all terms described in this Agreement.
_____________
[Name], [Title]
[Company Name]
_____________
[Customer Name], [Title]
[Customer Organization]
Date: [Date]
This Agreement may be modified only in writing and must be signed by both parties. Changes to the Agreement will take effect when a revised copy is signed by both parties unless otherwise stipulated.
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