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, 2025. 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

PPC – Pay Per Click Advertising

Media Spend – The amount of money budgeted to spend on paid advertising (including, but not limited social media advertisements, AdWords advertisements, and signage)

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 due, 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. 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 intervals will automatically renew for the period of the preceding term unless one of the parties involved provides 30 days written notice of desire to terminate the agreement prior to renewal.

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.

Media Spend

All projects have a predetermined media spend budget. Additional, reduced, or paused media spend will carry a 25% administrative fee.

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, you will receive the following:

  • 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 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.

Any further enquires, queries or complaints can be escalated to brennen@pixelcutlabs, the CEO of PixelCutLabs, who will endeavor to respond within a 24-hour working day timeframe

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 day) 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.

Privacy

All communications and content exchanged during the course of this project will be subject to our Privacy Policy Agreement.

Refunds

PixelCutLabs does not offer refunds for any projects. If a project receives and 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.