Service Level Agreement (SLA)

1. Scope

This SLA defines baseline service commitments for monthly content subscriptions. It applies only to active, paid service periods.

2. Response Time

• General communication response target: within one business day.
• Urgent support response target: same business day where possible.

3. Delivery Time

• Typical asset turnaround: 48 to 72 hours after receiving complete inputs.
• Turnaround may vary for high-volume or complex requests.
• Delays caused by late approvals or missing inputs are excluded from SLA timing.

4. Revisions

One revision round per asset is included. Additional revisions are treated as extra work and may affect delivery schedule.

5. Support Boundaries

Support includes tasks within agreed package deliverables. Paid ads, production shoots, influencer management, and extra campaign requests are handled under add-ons or separate scope.

6. Service Credits

ContentKade does not provide monetary SLA credits by default. Service recovery is handled through schedule adjustments or scoped make-good deliverables where applicable.