Service Level Agreement (SLA)
1. Overview
This Service Level Agreement (SLA) outlines the scope of services, response times, billing structure, media buying policies, and other key expectations for clients working with Megastart. By engaging with our services, you agree to the terms outlined below.
This SLA is subject to periodic updates at Megastart’s sole discretion. Clients will be notified of any significant changes.
2. Core Business Hours & Support
- Our working hours are Monday to Friday, 8 AM – 5 PM PST, excluding U.S. federal holidays and company-designated closures.
- Standard requests will be acknowledged within 8 business hours and addressed based on priority and resource availability.
Response & Resolution Timeframes
| Request Type | Initial Response | Estimated Resolution |
|---|---|---|
| Standard Task (≤1 hour) | 8 business hours | 2 business days |
| Mid-Sized Task (1–8 hours) | 1 business day | 3-5 business days |
| Large Projects (>8 hours) | 1-2 business days | Custom timeline |
| Emergency / Rush Requests | 4 business hours | As prioritized |
Note: Larger projects requiring over 8 billable hours will involve a dedicated discussion to determine scope, feasibility, and timeline.
3. Emergency & Rush Requests
- Emergency requests involve critical issues with an immediate negative financial impact and are billed at an accelerated rate.
- Rush requests (expedited work outside normal timelines) will be subject to a rush service fee unless covered within a client’s retainer.
- Emergency support begins immediately upon acknowledgment, and clients must submit requests to support@megastart.tech along with their primary account representative.
4. Billing & Payment Terms
4.1 General Billing Structure
- Our standard hourly rate applies to all services, covering digital strategy, media management, content production, development, and consultation.
- Time spent on emails, meetings, research, project management, and execution is considered billable unless explicitly waived.
4.2 Payment & Invoicing
- Payment must be made via ACH or credit card.
- All invoices are due immediately upon receipt. Late payments may result in suspension of services.
- Any unpaid balances over 30 days may incur interest and collection fees.
4.3 Media Buying & Pre-Funding Requirements
- Any media buying exceeding $500 on publishing platforms (e.g., Google, Meta, LinkedIn, TikTok) must be pre-funded by the client before campaign launch.
- Clients are encouraged to add their own payment methods (credit card or ACH) on platforms that support direct transactions.
- If direct media buying is handled by Megastart, the client must pay in full before purchases are made.
- A fixed media buying commission will be mutually agreed upon, alongside a fixed monthly management fee.
4.4 Refunds & Budget Adjustments
- Media spend paid to third-party platforms is non-refundable once campaigns are launched.
- If pre-paid funds remain unused, they may be reallocated to future campaigns based on client approval.
5. Service Retainer & Project Execution
5.1 Retainer Clients
- Clients on a monthly retainer receive prioritized service within their allocated hours.
- Retainer hours expire at the end of each billing cycle unless otherwise specified in the agreement.
5.2 Custom Projects & Scope Adjustments
- If a project requires additional hours beyond the agreed scope, a revised estimate will be provided before proceeding.
- Large projects may be broken into smaller phases or require the purchase of additional hours.
6. Client Responsibilities
By engaging with Megastart, clients agree to:
- Provide accurate information, assets, and approvals required for timely execution.
- Maintain adequate knowledge and access to publishing platforms for campaign deployment.
- Respond to approval requests within 3 business days to prevent delays.
- Understand that delays in client response may not extend billing deadlines.
7. Approval Periods & Service Limitations
- Clients have 3 business days to review and approve deliverables.
- If no feedback is provided within this period, work is considered approved.
- Delays caused by force majeure (natural disasters, regulatory changes, global crises) will be addressed on a case-by-case basis.
Live Deployment Policy
- Megastart operates in a development/staging environment before going live.
- Clients assume full risk if they request changes directly on live platforms.
8. Contact & Support
For questions or urgent requests, reach out via:
📧 Email: hello@megastart.tech
