Service Level Agreement (SLA)
Effective Date: 2/23/2025
Last Updated: 2/23/2025
This Service Level Agreement (SLA) outlines the scope of services, response times, billing, and payment policies provided by Megastart to ensure the highest level of service quality and client satisfaction.
1. Scope of Services
Megastart provides comprehensive digital marketing, technology consulting, AI solutions, and virtual reality deployment services. Our commitment is to ensure the timely delivery of solutions, high-quality performance, and continuous support across the following service areas:
- Growth Marketing – SEO, Social Media, Content Marketing, Email Marketing, Website Development, and Branding.
- Technology Consulting – Website Development, Digital Transformation, IT Infrastructure, CRM, and Cybersecurity.
- Tech Support – Hardware Upgrades, Software License Management.
- AI Consulting & Deployment – AI-powered Chatbots, AI Voice Cloning, AI Agents, and Text-to-Speech Solutions.
- Virtual Reality Services – Finding the right partner and assisting brands with VR deployment.
2. Service Availability & Response Times
We strive to maintain service availability and provide timely responses to all client requests.
| Service Type | Standard Response Time | Resolution Time |
|---|---|---|
| General Support Requests | Within 24 business hours | Case-by-case basis |
| Website Issues | Within 4 business hours | 1-2 business days |
| SEO & PPC Support | Within 8 business hours | Ongoing monitoring |
| AI & Technology Consulting | Within 24 business hours | Project-based timelines |
Business Hours: Monday – Friday, 9 AM – 6 PM (PST)
Emergency Support: Available for critical issues that disrupt business operations.
3. Client Responsibilities
To ensure seamless service delivery, clients are expected to:
- Provide timely access to necessary resources, credentials, and approvals.
- Communicate any service requests or issues via the designated support channels.
- Maintain software and system compatibility as per recommendations.
- Adhere to project timelines and requirements for smooth execution.
4. Performance Metrics
Megastart measures service success using key performance indicators (KPIs), including:
- Website Uptime – 99.9% uptime for hosted services.
- SEO Performance – Regular progress reports on rankings and traffic.
- PPC & Paid Campaigns – Continuous optimization for maximum ROI.
- AI Deployment – Performance tracking for AI-driven solutions.
5. Billing & Payments
5.1 Payment Terms
- All services are billed on a monthly, quarterly, or annual basis as per the agreed contract.
- Payments are due within 7 days of invoice issuance unless otherwise stated.
- Late payments may be subject to a 5% late fee per month on the outstanding balance.
5.2 Media Buying Policy
- Any media buying on any publishing platform exceeding $500 must be funded by the client before the campaign begins.
- Clients are advised to add their own credit cards on publishing platforms that support credit card or bank ACH transactions (e.g., Meta, Google).
- Direct media buying will be facilitated by Megastart, but clients must prepay before the buying is executed.
5.3 Media Buying Commission & Fees
- A fixed commission for media buying will be agreed upon through mutual discussion.
- In addition to the commission, clients will be charged a fixed monthly service fee for campaign management and optimization.
5.4 Accepted Payment Methods
- Credit/Debit Cards
- Bank Transfers
- PayPal
- Other payment methods as mutually agreed
5.5 Refund & Cancellation Policy
- No refunds will be issued for services already rendered.
- Clients must provide a 30-day written notice for service cancellation.
- Any outstanding invoices must be paid before termination of services.
6. Service Limitations
While we strive to provide uninterrupted services, Megastart is not liable for service disruptions caused by:
- Third-party system failures (hosting providers, social media platforms, etc.).
- Client-side delays in approvals or content submissions.
- Unforeseen circumstances, including cyberattacks or force majeure events.
7. Support & Escalation Process
Clients can submit support requests via:
📧 Email: hello@megastart.tech / Assigned account manager
Escalation Tiers:
- Tier 1: General inquiries and non-urgent issues.
- Tier 2: Technical support and minor system issues.
- Tier 3: Critical disruptions requiring immediate action.
For urgent issues, clients should indicate “PRIORITY” in their email subject line for expedited handling.
8. Updates & Revisions
This SLA may be updated periodically based on evolving business needs and client requirements. Clients will be notified of any changes that impact service delivery.
9. Termination of Services
Either party may terminate this agreement with a 30-day written notice. Upon termination, Megastart will ensure a smooth transition and provide necessary data handovers if required.
10. Contact Information
For any SLA-related questions or concerns, contact us:
📧 Email: hello@megastart.tech
By engaging with Megastart, you agree to the terms outlined in this SLA, ensuring a collaborative and results-driven partnership.
