This Service Level Agreement (SLA) outlines the standards our clients can expect when working with Royallions for digital marketing services. It covers our working hours, response times, and the responsibilities we each hold, so that every engagement runs smoothly and transparently.
Scope of Services
This SLA applies to the following services offered by Royallions:
- Website Designing & Development
- SEO & Local SEO
- Social Media Marketing
- Google Ads & Performance Marketing
- Facebook & Instagram Ads
- PR Service
- AI Marketing
Working Hours
Our team is available Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding public holidays. Requests received outside these hours will be attended to on the next working day.
Response & Resolution Times
We aim to acknowledge and resolve client requests within the following timeframes:
- Critical issues (site down, campaign errors causing budget loss): response within 2 working hours, resolution within 24 hours.
- High-priority issues (broken pages, tracking failures, ad disapprovals): response within 4 working hours, resolution within 2 working days.
- Routine requests (content updates, reporting, minor changes): response within 1 working day, resolution within 3-5 working days.
Client Responsibilities
For us to deliver on time, we ask clients to:
- Provide timely access to required accounts, platforms, and assets (website login, ad accounts, analytics, brand materials).
- Share feedback and approvals within agreed timelines.
- Ensure a single point of contact is available for day-to-day communication.
- Settle invoices as per the agreed payment schedule.
Our Responsibilities
Royallions commits to:
- Assign a dedicated point of contact for each client account.
- Communicate proactively about progress, delays, or issues.
- Maintain the confidentiality of client data and credentials.
- Provide regular performance reports as agreed in the service plan.
Performance & Results
We work diligently to improve visibility, engagement, and lead generation using proven strategies. However, digital marketing outcomes such as search rankings, ad performance, and social reach are influenced by factors outside our direct control, including platform algorithm changes, market competition, and industry trends. As such, we do not guarantee specific rankings, follower counts, or lead volumes, and instead focus on measurable, steady improvement backed by transparent reporting.
Exclusions
This SLA does not cover delays caused by third-party platforms (search engines, ad networks, hosting providers), incomplete or delayed information from the client, force majeure events, or services outside the agreed scope of work.
Payment & Ending Services
Services are billed as per the terms agreed at the start of the engagement. Either party may end the engagement by providing 30 days’ written notice. Outstanding invoices for work completed up to the notice period remain payable.
Getting in Touch
For any questions about this SLA or your ongoing project, reach out to us at dhiraj@royallions.in.