Effective Date: November 11, 2025
Last Updated: November 11, 2025
This Service Level Agreement (SLA) defines the performance standards, response times, and support commitments for Voice The Love Universal (VTLU) Digital Marketing Services. We are committed to delivering exceptional service quality and maintaining transparent communication with all clients.
This SLA applies to all active subscription clients and covers service availability, response times, deliverable timelines, and remediation procedures. We continuously monitor our performance against these standards and provide monthly reporting to ensure accountability.
We guarantee 99.5% uptime for all automated services including social media scheduling, email automation, chatbots, and analytics dashboards. Uptime is calculated monthly, excluding scheduled maintenance windows announced at least 48 hours in advance.
Planned maintenance is conducted during low-traffic periods (typically Sundays 02:00-06:00 CET) and does not exceed 4 hours per month. Clients receive email notification at least 48 hours before maintenance begins. Emergency maintenance may be performed with shorter notice if required for security or critical system stability.
In the event of unplanned downtime exceeding 30 minutes, we provide status updates every hour until services are restored. If monthly uptime falls below 99.5%, affected clients receive a 10% service credit for that month. Downtime caused by third-party platforms (Facebook, Instagram, Google) or force majeure events is excluded from SLA calculations.
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable, major security breach, or critical campaign failure | 1 hour | 4 hours |
| High | Significant feature malfunction, missed deliverable deadline, or urgent client request | 4 hours | 24 hours |
| Medium | Minor feature issues, content revision requests, or general support inquiries | 24 hours | 3 business days |
| Low | Feature requests, documentation questions, or non-urgent feedback | 48 hours | 5 business days |
Response times are measured from initial ticket submission during business hours (Monday-Friday, 09:00-18:00 CET, excluding French public holidays). After-hours critical issues receive emergency response within 2 hours.
Content deliverables are provided according to your service tier schedule. For example, if your plan includes 20 social media posts per month, they are delivered in weekly batches of 5 posts by the 1st, 8th, 15th, and 22nd of each month. Blog articles are delivered by the 10th and 25th of each month for plans including 2 articles/month.
New client onboarding is completed within 5-10 business days from contract signing. This includes initial strategy session, brand guidelines review, platform access setup, and first content calendar delivery. Delays in client provision of required materials extend this timeline proportionally.
Rush delivery (48-hour turnaround) is available for an additional 25% fee with at least 48 hours' notice. Same-day rush delivery (within 8 hours) is available for a 50% fee, subject to team availability. Rush requests must be submitted via email with "RUSH" in the subject line.
All clients receive monthly performance reports by the 5th of each month covering the previous month's activities. Reports include deliverable completion status, campaign performance metrics, engagement analytics, and recommendations for optimization.
Premium tier clients receive weekly performance dashboards with real-time data access. All clients have 24/7 access to their analytics dashboards showing campaign performance, content calendar, and deliverable status.
All deliverables undergo multi-stage quality review before delivery. Content is checked for grammar, brand alignment, factual accuracy, SEO optimization, and platform compliance. Visual assets are reviewed for resolution, branding consistency, and aesthetic quality.
If deliverables do not meet agreed-upon quality standards, we revise them at no additional cost until they meet specifications. Quality issues must be reported within 48 hours of delivery for immediate remediation.
We support multiple communication channels to ensure accessibility:
We respond to all communications in the language of your preference (English or French). Translation services for additional languages are available upon request.
This SLA does not apply in the following circumstances:
If we fail to meet SLA commitments, clients are entitled to service credits calculated as follows:
Service credits are automatically applied to the following month's invoice. Credits do not accumulate beyond one billing cycle and cannot be redeemed for cash. To request SLA credits, submit a claim within 30 days of the incident.
This SLA is reviewed quarterly and updated as needed to reflect service improvements, technology changes, or client feedback. Material changes are communicated to all active clients at least 30 days before taking effect. We welcome feedback on our SLA commitments and continuously strive to exceed these standards.
This Service Level Agreement is part of your service contract with VTLU. By subscribing to our Digital Marketing Services, you acknowledge and accept these SLA terms. We are committed to delivering exceptional service quality and maintaining the highest standards of professionalism.