Company: VRL PRO DIGITAL
Website: www.vrlpro.com
Registered Location: Vadodara, Gujarat, India
Contact: info@vrlpro.com
Effective Date: 01/01/2016
Last Updated: 27/09/2025
1. Purpose
The purpose of this Service Level Agreement (SLA) is to define the level of service, performance standards, and response timelines that VRL PRO DIGITAL (“Company,” “we,” “our,” or “us”) commits to deliver to our clients (“Client,” “you,” or “your”).
This SLA ensures:
- Transparency in service delivery.
- Measurable performance benchmarks.
- Clear communication and accountability.
- Defined procedures for issue handling, support, and escalation.
2. Scope
This SLA applies to all digital marketing, creative, and development services offered by VRL PRO DIGITAL, including but not limited to:
- SEO & Performance Marketing
- Social Media Marketing & Management
- Paid Ads (Google, Meta, LinkedIn, etc.)
- Website Design & Development
- Video Production, Editing & Animation
- VFX & Creative Media Services
⚠️ This SLA covers service delivery and communication standards but does not guarantee specific business results (ROI, rankings, sales, etc.), as clarified in our Disclaimer.
3. Service Commitments
3.1 Communication & Response Times
- Emails: Response within 1 business day.
- Support Tickets (via project tools): Acknowledgment within 24 hours.
- Urgent Issues (during working hours): Response within 4 hours.
- Escalated Issues: Acknowledgment within 12 hours; resolution plan within 48 hours.
3.2 Reporting & Updates
- SEO/Ads Retainers: Monthly performance reports.
- Project Work: Weekly or bi-weekly progress updates.
- Urgent Campaign Changes: Implemented within 2 business days (subject to approvals).
3.3 Project Timelines
- Timelines are shared at project kickoff.
- Delays caused by client-side approvals, missing assets, or external dependencies are excluded from SLA timelines.
3.4 Web Development (if hosting managed by VRL PRO DIGITAL)
- Uptime Commitment: 99% monthly uptime (excluding scheduled maintenance).
- Bug Fixes (Post-Launch):
- Critical bugs: Resolution within 48 hours.
- Minor bugs: Resolution within 5 business days.
4. Client Responsibilities
For SLA commitments to be met, Clients agree to:
- Provide required information, assets, and approvals on time.
- Maintain valid payment of fees and invoices.
- Assign a single point of contact for communication.
- Comply with third-party platform terms (Google, Meta, hosting providers).
5. Exclusions
This SLA does not apply to:
- Third-party outages (Google, Meta, hosting providers, APIs).
- Force majeure events (natural disasters, strikes, pandemics).
- Delays caused by client inaction or late responses.
- Custom timelines not agreed in writing.
6. Escalation Path
If an issue is not resolved within the committed SLA timeline:
- Primary Contact: Assigned Project Manager.
- Escalation: Account Director/Team Lead.
- Final Escalation: Company Management (info@vrlpro.com).
7. Performance Review & Remedies
- SLA performance is reviewed quarterly.
- If VRL PRO DIGITAL repeatedly fails to meet SLA standards (except in exclusions), clients may:
- Request service credits (discounts/extended support).
- Escalate to termination under the Service Closure & Termination Policy.
8. Governing Law
This SLA is governed by the laws of India, with jurisdiction in Vadodara, Gujarat, India.
9. Updates to SLA
We may update this SLA to improve standards. Updates will be posted publicly for transparency, and contract-specific SLAs will be updated on renewal.
10. Contact
For SLA or service-related queries:
VRL PRO DIGITAL
Vadodara, Gujarat, India
📧 info@vrlpro.com
🌐 www.vrlpro.com