Effective Date: 10-Aug-2024

The Service Level Agreement (SLA) outlines the expected service standards between Evosphere Marketing and its clients. This agreement defines the scope of services, service performance levels, and the company’s commitments regarding uptime, response time, and resolution time.

Scope of Services

Evosphere Marketing agrees to provide digital marketing, SEO, content creation, and other related services as specified in individual client agreements.

Service Performance

Evosphere Marketing commits to delivering services in a timely and professional manner. Performance standards will be defined based on the nature of each project.

Availability and Uptime

Evosphere Marketing guarantees a minimum uptime of 99.9% for its digital marketing platforms and websites under its management.

Response Time

• Standard Queries: Response time for non-urgent queries is within 24 hours.
• Critical Issues: Evosphere Marketing will respond to critical issues within 4 hours during business hours.

Resolution Time

• Minor Issues: Resolved within 48 hours.
• Major Issues: Evosphere Marketing will make every effort to resolve major issues within 72 hours, depending on the complexity of the problem.

Escalation Procedures

If issues are not resolved within the agreed resolution time, clients can escalate the matter to a higher level of support. Evosphere Marketing will work to resolve the matter promptly.

Termination of Agreement

If Evosphere Marketing fails to meet the service standards outlined in the SLA, the client may have the right to terminate the agreement.