Social Media Service Level Agreement

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1. A social media service level agreement essentially defines the level of service expected by a client from an agency. It also lays out the expectations of the social media marketing agency. “And it’s important to emphasize that the agreement is for both parties and should be fair.” SLAs usually are between companies and external suppliers, but I have also known them to be between two departments in the same company.

   In Agency deliverables and SLAs

2. Failure to implement a proper service level agreement can lead to: “Misunderstandings on both sides about the services provided and results delivered” Nonpayment, late payment, poor communication, misuse of communication, and other undesirable behaviors

   In Agency deliverables and SLAs

3. Client responsibilities “To keep X Agency updated with internal events and organizational updates.” Agencies can be clear that a client’s failure to adhere to this may impact deliverables and metrics.

   In Client-agency operating cadence

4. Ownership “There should also be a section on intellectual property and ownership of designs, files and ideas following the end of the agreement.” Services not offered

   In Knowledge transfer and IP ownership

5. Some SLAs will specify a percentage of availability. It’s not uncommon to see a term like 999% uptime between X hours. This covers the agency for unavailability. “This also prevents abuse of social media chats on personal networks.” Additional rates or charges for work that takes place out of hours or above the allotted monthly time. Or for work that is on a faster than agreed turnaround time

   In Other social and messaging channels