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This SLA is for the provision of professional services by the service provider to the client. This SLA outlines the terms and conditions under which the Service Provider will deliver services, including support, onboarding, system setup, and training and reporting.
Where client requires additional services such as chatbots, automations and other services which may require additional charges, the service provider undertakes to provide these services without any unnecessary delays.
This SLA also details the Client’s responsibilities regarding payments and compliance with Meta policies, guidelines and policies.
The service providers main business activities are the following:
1. WhatsApp Messaging Services
2. Social Media Marketing
3. Website design and development
4. Graphic design
This SLA provides a guideline to the client on the minimum service levels that can be expected from the service provider for each of the services as required from the client.
2.1.1 Where the client requires this service from the service provider, the service provider shall assist the client with the onboarding and setup of the WhatsApp messaging system without any unreasonable delays.
2.1.2. The Service Provider will provide ongoing training for one designated representative appointed by the Client. The service provider undertakes to train the representative This training will cover the basic and advanced functionalities of the WhatsApp API service. The training session will be conducted remotely online and where necessary a face to face training may be conducted.
2.1.3. Ongoing support on an appointment basis shall also be provided to the client where required.
2.1.4. Where emergency assistance is required by the client, the service provider undertakes to respond to the clients requirements with unreasonable delays.
2.1.5. The client undertakes to supply the necessary information (eg. WhatsApp number) to the service provider to render the system fully operational. Client agrees not to violate any rules, regulations and policies of META or government institutions and understands that the service provider cannot be held liable for the clients violation of any rules, regulations, laws and policies of the government or META.
2.1.6. Where additional support is required by the client in respect of additional system support, the Service Provider will provide ongoing technical support to the Client whenever required in a manner that is convenient and cost effective to the service provider. Support provided may be in person as decided by the service provider.
2.1.7. The service provider undertakes to keep the client fully informed of any incidental costs and shall not bind the client to any cost implications without the clients consent.
2.1.8. The service provider undertakes to operate in a professional manner and shall advise the client at all times of any cost implications of services rendered and shall endeavour to provide advice to the client to advise unnecessary costs.
2.1.9. The programming of chatbots and system automations required by the client shall may be provided by the service provider at an additional cost to the client. This includes initial configuration, testing, and optimization to ensure efficient performance according to the client’s requirements.
2.1.10. The client understands that any costs associated with broadcasting of outgoing WhatsApp messages to its customers/contacts shall be for the client’s account, paid to Meta.
2.2.1. The Service provider and its team collectively have decades of expertise, knowledge and technical experience in respect of social media marketing.
2.2.2. Where the client requires the services and support of the service provider for social media marketing, the service provider undertakes to use its knowledge base, experience and technical expertise to achieve the best possible outcomes for the client’s needs.
2.2.3. Social Media Marketing is a fast-pace and is an ever-changing system. The service provider shall endeavour at all times necessary, to advise the client on necessary changes that should be made to the clients campaign strategies to achieve optimum outcomes.
2.2.4. The service provider shall setup the necessary social media accounts for the client’s benefit where required and shall ensure that the client has full and proper access to its accounts at all times. Any social media accounts setup for the client shall always remain the property of the client.
2.2.5. Where the client wishes to embark on a social media campaign, and such campaign requires graphically designed images of videos, the client understands that such services may be rendered at an additional cost.
2.2.6. The client understands that any costs associated with social media campaigns for the benefit of the third party service provider, viz Facebook, Instagram etc shall be additional costs to be paid by the client to the relevant thirds-party service provider.
2.2.7. The service provider undertakes to provide reports to the client on the performance of its social media campaigns and provide any advice necessary to the to the client in respect of the performance of its social media campaigns.
2.3.1. The service provider has decades of experience in website design and development and undertakes to the best of its ability, to provide a professional and effective services where required by the client.
2.3.2. Where the client requires any website design and development services, the service provider undertakes to provide a written quotation, highlighting all the services and tasks that shall be provided for the quoted amount.
2.3.3. Whenever the client requires a website to be designed and setup, the service provider undertakes to conduct a full interview and discussion with
the client to receive the clients instructions. In doing so, the service provider shall offer professional advice and guidance to the client.
2.3.4. The service provider undertakes to ensure that all work required by the client shall be done without unreasonable delay.
2.3.5. The client understands that in order for the service provider to ensure a quick turn-around and delivery of the client’s instructions, specific information such as images, text and specific company/business information may be required to be included in the design elements on the website, to achieve the desired outcome. Client undertakes to provide the information without unreasonable delay.
2.3.6. The service provider shall present a first draft for the clients approval . The client shall have ONE opportunity to study the draft design and provide any changes that is required.
2.3.7. The service provider undertakes to give effect to the changes and amendments as required by the client, and shall present a final draft for the clients approval. If further substantial changes are required, the clients understands that this may attract additional costs. In such an instance the client shall be given prior notice of the costs before proceeding further.
2.3.8. Where additional costs may become necessary such as the purchase of additional “plug ins” and software required to execute the client’s instructions, the service provider undertakes to inform the client of any incidental costs that may be incurred.
2.4.1. The service provider has a team of expert digital graphic design artists on its team and can provide high quality digital designs for various uses.
2.4.2. Where a client requires and orders these services, the service provider undertakes to provide a professional service using the latest technologies for the clients benefit.
2.4.3. The service provider undertakes to extract a full and proper brief and instructions from the client regarding his requirements and will endeavour to provide expert advice to the client on the best possible outcomes for this project.
2.4.4. The client undertakes to provide all the necessary information that may be required to execute a successful design project.
2.4.5. The service provider shall provide a first draft to the client and give the client an opportunity to make any amendments as he/she sees fit. The service provider endeavour to execute the clients instructions in a professional and prompt manner with no unreasonable delays.
2.4.6. The client understands that additional and continuous amendments and changes to design elements and drafts may incur additional costs, provided that the client is fully informed of such costs before work is undertaken.
3.1. Client undertakes to effect payments for agreed work on a prompt basis with no unreasonable delays.
4.1. This SLA is effective from the date of signing and will remain in effect unless terminated earlier by either party.
4.2. Either party may terminate this SLA by providing 30 days written notice to the other party.
4.3. In the event of termination, the Client is responsible for paying for all services rendered up to the termination date.
5.1. Both parties agree to maintain the confidentiality of all proprietary information received from the other party during the term of this SLA.
5.2. Confidential information shall not be disclosed to any third party without the prior written consent of the other party, except as required by law.
6.1. The Service Provider’s liability under this SLA is limited to the amount paid by the Client for services rendered in the preceding month.
6.2. The Service Provider is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use any systems or services that are outside the control of the service provider.
7.1 This SLA shall be governed by and construed in accordance with the laws of the United Arab Emirates.
7.2 Any disputes arising under this SLA shall be resolved through good faith negotiations between the parties. If a resolution cannot be reached, the dispute may be submitted to mediation or arbitration as mutually agreed upon by the parties.