This Service Level Agreement ("SLA") defines the performance standards, commitments, and responsibilities governing the delivery of marketing services by 1nessAgency ("Provider") to the client ("Client"). This SLA supplements and is incorporated by reference into the applicable service agreement or statement of work.

1. Scope of Services

The specific services covered by this SLA are defined in the executed service agreement or statement of work. Services may include but are not limited to:

Search engine optimization (SEO) and generative engine optimization (GEO)
Paid media management (Google Ads, Meta Ads, programmatic)
Brand strategy and creative development
Web development and conversion optimization
Analytics, reporting, and performance dashboards
HIPAA-compliant marketing infrastructure
Content strategy and thought leadership

Any changes to the scope of services require written agreement from both parties and may result in adjustments to fees, timelines, and performance targets.

2. Performance Standards

1nessAgency commits to the following performance standards:

Campaign Launch: New campaigns will be launched within the agreed timeline, typically 10-15 business days from strategy approval
Optimization Cadence: Active campaigns are reviewed and optimized no less than weekly
Quality Assurance: All deliverables undergo internal review before client delivery
Compliance: All marketing materials comply with HIPAA, FTC, and applicable state healthcare advertising regulations
Platform Uptime: Client dashboards and reporting platforms maintain 99.5% uptime (excluding scheduled maintenance)

3. Response Times

We commit to the following response time standards during business hours (Monday-Friday, 9:00 AM - 6:00 PM ET):

Priority	Description	Initial Response	Resolution Target
Critical	Service outage, compliance issue, or active campaign failure	1 hour	4 hours
High	Performance degradation, budget pacing issue, or urgent revision	4 hours	1 business day
Standard	General requests, questions, strategy discussions	1 business day	3 business days
Low	Non-urgent updates, future planning, documentation requests	2 business days	5 business days

4. Reporting

Clients receive regular performance reporting as follows:

Real-Time Dashboard: Access to live performance metrics via the 1nessAgency Client Portal
Weekly Reports: Summary of key metrics, spend, and optimization actions taken
Monthly Reports: Comprehensive performance review with analysis, insights, and strategic recommendations
Quarterly Business Reviews: In-depth strategy sessions with senior leadership covering performance, market trends, competitive landscape, and forward-looking plans

Custom reporting cadences or formats can be arranged upon request.

5. Escalation Procedures

If a service issue is not resolved within the target resolution time, the following escalation path applies:

Level 1 - Account Manager: Initial point of contact for all service requests and issues. Available via phone, email, or Slack
Level 2 - Senior Strategist: Engaged if the issue is not resolved within the initial resolution target. Provides additional expertise and resources
Level 3 - Director/Leadership: Engaged for critical issues unresolved at Level 2, systemic problems, or client-escalated concerns. Direct access to agency leadership

Clients may escalate directly to any level for critical or compliance-related issues.

6. Amendments

This SLA may be amended by mutual written agreement of both parties. Either party may propose amendments with thirty (30) days' written notice. Proposed amendments will be reviewed collaboratively and take effect only upon written acceptance by both parties. In the event of a conflict between this SLA and the service agreement, the service agreement shall prevail.

Contact

For questions regarding this Service Level Agreement, please contact us at hello@1nessagency.com.