Service Level Agreement (SLA) for Tech Titans
This Service Level Agreement (SLA) outlines the terms and conditions under which Tech Titans (from now on referred to as “the Agency”) provides digital marketing and design services to clients. It is designed to clarify expectations, responsibilities, limitations of liability, and communication processes between Tech Titans and its clients. By establishing these parameters upfront, this SLA ensures transparency, smooth project execution, and timely delivery.
1. Definitions
The following terms shall have the meanings specified below as used in this SLA. The meaning of any capitalised terms that are not defined herein shall be determined by a subsequent Purchase Order or Statement of Work. In this SLA, the singular and plural are interchangeable; the terms “month,” “year,” and “quarter” refer to the calendar month, calendar year, and calendar quarter, respectively, unless otherwise specified. The term “including” (or any analogous word or phrase) means “including without limitation.”
1.1. A formal document that outlines the terms and conditions for projects or services under a Statement of Work (SOW) or Purchase Order (PO) with Tech Titans.
1.2. A project refers to any service or set of services provided by Tech Titans, which may include branding, website design, digital marketing campaigns, Pay-Per-Click (PPC), Search Engine Optimization (SEO), Search Engine Marketing (SEM), video production, content writing, social media management, or other services.
1.3. The agreement between Tech Titans and the client, including the terms specified in this SLA and any related documents such as the SOW or PO.
1.4. The individual or organisation receiving services from Tech Titans as per the agreed contract.
1.5. A document that outlines the specific services Tech Titans agrees to deliver, including scope, deliverables, timelines, and costs.
2. Contract
2.1. This SLA applies to all clients unless otherwise specified in writing. If there is any ambiguity or conflict between this SLA and other terms agreed upon in writing, the terms defined in this SLA will take precedence.
2.2. By accepting a quotation, estimate, SOW, or PO, the client agrees to the terms outlined in this SLA and Tech Titans’ general Terms and Conditions. Clients are encouraged to review these documents carefully before approval.
2.3. Tech Titans reserves the right to amend or modify this SLA at any time. Changes will be communicated to clients, and the latest version of the SLA will be applied unless otherwise agreed in writing.
2.4. This contract shall be governed by and construed by the law of Texas. Any disputes arising from this agreement will be subject to the exclusive jurisdiction of the courts in Texas.
3. Estimates, Quotations, and Costs
3.1 Tech Titans will provide estimates based on the initial scope of work as defined in the SOW or PO. Final costs may vary depending on the final agreed scope. Fixed quotes will be provided where possible, and any variations will be communicated in advance.
3.2. Any changes to the project scope after an estimate or quotation has been provided may result in additional costs, which will be discussed and agreed upon with the client before proceeding.
3.3. All documents shared between Tech Titans and the client, including estimates, quotations, and SOWs, are confidential. Clients are prohibited from sharing or disclosing these documents to third parties without Tech Titans’ express written consent.
3.4. Estimates and quotations are valid 30 days from the issue date unless otherwise specified. Payment terms will be agreed upon per project, with standard payment due within 15 days from the invoice date unless otherwise indicated in the contract.
4. Commencement of Work
4.1. Work will begin only after the client provides written approval via a signed SOW or PO and the initial deposit has been received. Delays in approval or deposit payment may affect the project schedule.
4.2. Payment terms and schedules will be agreed upon per project. They may vary depending on the service type (e.g., milestone-based payments for website development and monthly retainer for digital marketing services).
5. Third-Party Engagement
5.1. Tech Titans reserves the right to engage third-party contractors or subcontractors when necessary to ensure timely and successful project completion. Any external parties involved will adhere to Tech Titans’ quality standards and project requirements. Tech Titans will remain responsible for the overall delivery of services.
6. Variations to Scope
6.1. Any excluded work specified in a fixed-price or project-price quotation will be assessed and subtracted from the final project total.
6.2. Any additional work beyond what is detailed in a fixed-price or project-price quotation will be assessed and added to the final project total.
7. Design Services
7.1. Estimates for design services, including branding, website design, and animation, will be based on an agreed number of revisions. Tech Titans reserves the right to charge additional fees if additional revisions are required beyond the agreed limit.
7.2. Upon full payment, the client will own the final design assets delivered by Tech Titans. However, Tech Titans retain the right to use the work for portfolio or promotional purposes unless otherwise specified in writing.
8. Digital Marketing Services
8.1. Estimates for digital marketing services, including SEO, SEM, PPC, content creation, and social media management, will be provided on a per-project or monthly retainer basis, depending on the service. The SOW will outline specific deliverables and outcomes.
8.2. Tech Titans will provide regular performance reports for digital marketing campaigns. While we strive to achieve agreed goals (e.g., improved rankings and increased traffic), we cannot guarantee specific results due to factors outside our control, such as search engine algorithm changes.
9. Website Development and Maintenance
9.1. Websites will be developed either bespoke or using pre-designed templates, as agreed upon with the client. Any changes to the scope during or after development may incur additional time and costs.
9.2. Tech Titans offers support and maintenance services, which will be outlined in the SOW. Support hours cannot be transferred from one month to the next, and any unused hours will be forfeited.
9.3. Current issues, such as a website being offline, will be prioritised for resolution within one business day. High-priority issues, including those affecting revenue but with the site still functional, will be addressed within two business days. Everyday matters will be resolved within five business days, while low-priority concerns will be handled within ten business days.
9.4. Tech Titans recommends regular backups and robust security measures for all websites. While we take every precaution to secure websites during development, ongoing security is the client’s responsibility unless a specific security maintenance plan is agreed upon.
10. Sign-Off Process
10.1. Clients will be provided with digital proofs for approval before final delivery. Once the client has signed off on a project, Tech Titans is no longer responsible for errors or changes missed during the approval process.
10.2. Any changes requested after project sign-off will be considered out-of-scope and may incur additional fees.
