Service Level Agreement
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Updated 8/25/2025
Service Level Agreement
At M B Professional Services, we are committed to delivering reliable, transparent, and results-driven marketing services. This Service Level Agreement (SLA) is designed to outline our standards for communication, system security, content updates, and third-party integrations. It serves as a reference for clients to better understand how we manage and support their marketing needs on an ongoing basis.
Disclaimer: This SLA is provided for informational purposes only and does not replace or override the terms of any signed Service Agreement or Contract between M B Professional Services and the Client. In the event of any conflict, the signed Service Agreement will govern.
Response Times (Communication)
Business Hours: The Agency will be available Monday–Friday, 9am to 5pm Phoenix time.Response Commitment: General inquiries: Initial response within 1 business day. Priority issues (e.g., campaign outage, urgent errors): Response within 4 business hours.
Channels: Clients may reach the Agency via email, or phone.
System Security
Data Protection: The Agency follows industry best practices for data handling, storage, and encryption.
Confidentiality: Client information will not be shared with third parties without prior written consent.
Platform Security: All hosting, analytics, and automation systems used by the Agency employ security updates and monitoring.
Access Management: Only authorized personnel will have access to client accounts and platforms.
Content Updates
Turnaround Time: Minor updates (text, image changes): Completed within 1-2 business days.Major updates (new pages, campaign launches, graphics): Completed within 5–7 business days, unless otherwise agreed upon.
Approval Process: All updates will be submitted for Client approval prior to publishing.
Revisions: One round of reasonable revisions is included per request. Additional revisions may incur extra costs.
Performance Monitoring: Content will be optimized for SEO, user engagement, and accessibility.
Content Updates
Turnaround Time:
Minor updates (text, image changes): Completed within 1-2 business days.
Major updates (new pages, campaign launches, graphics): Completed within 5–7 business days, unless otherwise agreed upon.
Approval Process: All updates will be submitted for Client approval prior to publishing.
Revisions: One round of reasonable revisions is included per request. Additional revisions may incur extra costs.
Performance Monitoring: Content will be optimized for SEO, user engagement, and accessibility.
What They’re Saying?
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