Service-Level Agreement

Introduction

This Service Level Agreement defines the services of this agency for the client, between the dates of April 15, 2018, and December 31, 2035. We strive for 100% transparency when communicating with our clients as we believe this is a vital step for mutual success. We have developed this agreement to outline everything you have the right to expect from our agency and staff during the course of the project. This SLA agreement in conjunction with our other agreements and contracts should provide clarity on all of our policies and procedures.

Definitions and Abbreviations

SEO – Search Engine Optimization

Outreach – The process of placing high quality, targeted content on relevant publications such as blogs and websites where your target audience will see it.

Costs

The following outlines cost and billing procedures for PixelCutLabs.

Estimations

We are able to provide clients with initial estimates for project costs. The end total may vary from the initial estimate due to scope change, unforeseen circumstances, changes of schedule, etc. Any additional costs will be billed as a normal invoice and will follow the payment terms listed below.

Payments

Standard payment terms are due in full upon receipt and date of an invoice. Clients will provide credit card details over the phone or via an SSL-protected web form upon engaging with PixelCutLabs. Credit card details will be kept on file and transactions will be made against the credit or debit card on file according to agreed contract terms. Invoices will be issued by PixelCutLabs to the client’s billing email upon successful transaction completion. If a client is fifteen (15) days past the invoice issue date, the project will be suspended until all past payments are made and service bandwidth becomes available again. PixelCutLabs will add a 10% interest per month or part of a month for any late or unpaid invoices. Late payments are considered a breach of contract and are subject to termination. In the event of termination, the client remains responsible for all past and future invoicing stipulated by the agreement. Interest payments will be billed to a payment method on file when possible. If there is not a chargeable payment source on file, the late fee will be added to the outstanding balance and interest will compound monthly.

Projects that recur on monthly, annual, or any other interval will automatically renew for the period of the preceding term unless one of the parties involved provides a written notice at least 30 calendar days in advance of the renewal date of its desire to terminate the agreement. If early cancellation is requested by the client in writing and PixelCutLabs accepts the request in writing, a one-time administrative fee of no more than 80% of the remaining balance will be charged on the day following the final day of services delivered. At that point, services will be suspended and the agreement will be terminated.

Note: If a client requests cancellation on the basis of a service satisfaction guarantee made in writing by an agent of PixelCutLabs, the client must prove that PixelCutLabs has materially underdelivered, causing the campaign not to perform.

PixelCutLabs reserves the right to collect pre-payment on project milestones if the client has a history of not paying on time or if the client is expected to not pay in full upon the delivery of the milestone. Pre-payment invoices are subject to the same terms outlined for standard invoices (invoices not issued in circumstances where pre-payment is required), and defaulting on such invoices is no different from defaulting on standard invoices.

By providing your credit card or bank transfer info to PixelCutLabs, you are providing consent and authorization for PixelCutLabs to draft payments from the account(s) provided to cover the agreed-upon fees for your project.

Search Engine Optimization Policies

These policies and terms apply to search engine optimization (SEO) engagements with PixelCutLabs:

SEO Services are intended to provide Client with preferential positioning in selected search engines and report results on an ongoing and timely basis.

For the purposes of providing these services, Client agrees:

(a)        To provide PixelCutLabs with access to its website for uploading new pages, and making changes for the purpose of SEO Services optimization.

(b)       To authorize PixelCutLabs’ use of all Clients’ logos, trademarks, Website images, etc., for use in creating informational pages and any other uses as deemed necessary by PixelCutLabs for search engine positioning and optimization.

Client understands, acknowledges and agrees that:

(a)        PixelCutLabs has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. Client’s website(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity. If this occurs, PixelCutLabs will attempt to remove any penalties causing the exclusion and resubmit the pages for manual review via Google Search Console.

(b)       Some search engines and directories may take months after optimization of the Customer’s website(s).

(c)        Occasionally, search engines and directories will drop listings for no apparent or predictable reason. Often listing will “reappear” without any additional actions. Should the listing not reappear, PixelCutLabs will resubmit the website(s) based on the current policies via Google Search Console.

PixelCutLabs is not responsible for changes made to Client’s website(s) by other parties that adversely affect the search engine or directory rankings of Client’s website(s).

Additional services not listed herein or in the Plan will be provided for at PixelCutLabs’ standard fees, which will be provided to Client upon request. PixelCutLabs is not responsible for Client’s overwriting SEO Services work to Client’s website(s).

Account Management for Monthly Projects

The diagram below illustrates our management structure and the relationship between you, your Account Manager and the rest of the PixelCutLabs team. When engaging with PixelCutLabs on a retainer-based project, the following communication options are available upon request:

  • Direct point of Contact at PixelCutLabs
  • Weekly 15-minute update calls with your dedicated account manager
  • 60-minute review call on last weekly call of the month
  • Live reporting dashboard
  • Meeting agendas provided prior to meetings
  • Meeting notes provided following meetings

You will also have access to the following upon request:

  • PDF snapshot campaign reports
  • Weekly 15-minute update calls with your dedicated account manager
  • 60-minute review call on the last call of the month
  • Live reporting dashboard

Agency Structure

Communication

All important communications, including confidential information and signed documentation, are to be sent through the project management platform. This is done to ensure client confidentiality and serve as a record of communication.

Our office working hours are Monday to Friday 9am – 5pm and details of your Account Manager and upper management contacts will be provided in your initial meeting.

We cannot guarantee response time when clients submit requests via email, voicemail, or text message.

Clients will provide feedback to PixelCutLabs within 3 business days. If a client needs longer turnaround on a specific round of feedback, they should request this within 1 business day, so that PixelCutLabs can adjust the project schedule.

Video conferences and any other type of digital meeting will need to be rescheduled if the client is not present within 5 minutes of the start time. Your project manager will suggest available openings if this occurs, upon request.

Any further inquiries, queries or complaints can be escalated by emailing help@pixelcutlabs.com.

Timeline

Each project has an estimated timeline. We do our best to adhere to it but it is subject to change due to response times, edits, and change orders. If you have a tight deadline, arrangements can be made by contacting your account manager but may require a change order. Task allocation times are separate from milestones, deadlines, and turnaround times.

Pausing Campaigns

If a client is unresponsive for a two week (14 days) period of time, we reserve the right to pause the campaign. All work will be suspended and the card on file will continue to be billed as described in the scope of work for the remainder of the contract period. If a campaign is paused and the client decides to come back on, the project will only resume work when service bandwidth opens back up.

Change Orders

Upon accepting the Project Scope, should the client desire to add additional services or make changes to the existing project scope, the client must submit a signed change order request to the account manager for review. Not all change orders will be accepted or approved. Work will not commence until change orders have been authorized and project scope has been formally revised. No refunds will be issued for work done according to change orders.

Edits

Edits will be applied if they are in line with the project scope, additional design or development will require a change order and will be charged accordingly.

Refunds

PixelCutLabs does not offer refunds for any projects. If a project receives an approved change order after the scope of work has been finalized, we can credit the amount of time that was removed towards future work with PixelCutLabs. However, the cost of other tasks may increase because we often give bulk rates for bulk work. Therefore, we may not be able to give full credit for excised work originally described in the Scope of Work. We do not offer refunds or project cancellations. If a project is canceled or abandoned, the client remains responsible for any outstanding payments which are due to PixelCutLabs.

Approval

All work is subject to the Service Level Agreement. Work cannot begin until the SLA and all legal agreements are approved and signed. Amendments may occur as necessary upon mutual agreement from both primary stakeholders.