Service Level Agreement (SLA)

Inboundly.digital Service Level Agreement SLA

This Service Level Agreement SLA) defines the relationship between Inboundly.digital (the Service Provider) and its clients, clarifies the distinction between solutions and service types, and sets clear expectations for deliverables, performance, and responsibilities.

1. Introduction

This SLA is between Inboundly.digital and its clients. It covers the scope, performance metrics, and responsibilities for the following period: [Insert Start Date] to [Insert End Date]. The agreement is subject to review and renewal on [Insert Review Date] .

2. Definitions

3. Solutions vs. Service Types

Explanation:

• Solutions are holistic offerings designed to solve a specific client need, often bundling several service types.
• Service Types are the foundational skills or activities that can be delivered independently or as components within a solution.

4. Scope of Services

4.1 Solutions

• Each solution includes a tailored mix of relevant service types, determined by the clientʼs business objectives.
• Solutions may include strategy, implementation, ongoing management, and reporting phases.

4.2 Service Types

• Service types are delivered as standalone engagements or as part of a solution.
• Each service type is defined by its deliverables, timelines, and performance metrics.

5. Service Levels & Performance Metrics

6. Roles & Responsibilities

Inboundly.digital

• Provide solutions and services as per the agreed scope and timeline.
• Assign a dedicated account manager for each client.
• Maintain transparent communication and provide regular updates.
• Deliver monthly performance and analytics reports.
• Respond to support queries within agreed timeframes.

Client

• Provide timely access to necessary information and resources.
• Review and approve deliverables within agreed timelines.
• Communicate any changes in business objectives or scope promptly.

7. Exceptions & Limitations

• Any changes to the scope or additional requests outside the original agreement will require a new statement of work and may affect timelines and pricing.
• Inboundly.digital is not responsible for delays caused by factors outside its control, including, but not limited to, client feedback delays or third-party failures.

8. Review & Governance

• Performance against this SLA will be reviewed quarterly.
• Both parties may request amendments to the SLA during the review period.
• Dispute resolution will follow the procedures outlined in the contract.

9. Signatories

This SLA is agreed upon by:

• Client Representative Name, Title, Date
• Inboundly.digital Representative Name, Title, Date

Summary Table: Solutions vs. Service Types

This SLA ensures clarity between the comprehensive solutions Inboundly.digital offers and the service types that underpin them, providing transparency and accountability for both parties.