Service Level Agreement (SLA)

1. Terms and Conditions

This SLA sets out the standards of negotiation and provision of services at Lannes Agency.

"Contractor" is the Lannes Agency representative.

"Client" is a person who uses the services of Lannes Agency.

1.1. Software used by Lannes Agency in the service delivery process:

• Google Calendar to schedule and coordinate online/offline meetings.
• Google Meet, Zoom for video meetings and online conferences.
• Slack — is an online service to set, maintain, and fix project tasks, as well as communicate on key tasks.
• E-mail — is a service of electronic correspondence to discuss key agreements, record agreements, and exchange key documents.

1.2.The roles of Lannes Agency employees (project team):

• Sales Development Representative (SDR) — is a marketing specialist, responsible for first contact with the client, detailing the request, fixing the initial information on the project, and assigning the request to a specialist with the appropriate specialization.
• Project Manager (PM) — is a specialist whose task is to manage the project in general: set priorities, plan tasks, control, communicate with the client, and solve problems quickly. This is the main employee who keeps the client informed about the project progress.
• Digital Marketer (DM) — is a production department specialist, who is engaged in technical setup and project management, providing technical requirements, optimization, and promotion, as well as maintenance of the various systems used in the service delivery process.

1.3. Lannes Agency employees evaluate the services provided based on specific and measurable performance metrics:

• When evaluating the effectiveness of the delivered services, the contractor relies on the data of measurable indicators, which can be obtained with the help of Google Analytics, CRM systems, and telephone call analytic system: lead/request, CPA, CR, CTR, ROI, ROMI, CRR.
• Performance data presented without sources and which cannot be measured in numerical value are considered a recommendation and can only be used as part of the hypothesis.
• Performance reporting is generated by a specialist no more than twice a month unless the agreement provides another option.

1.4. Lannes Agency undertakes the obligation not to disclose client data to persons who do not interact with the project:

• The Contractor assumes the obligation not to disclose confidential information received in the course of negotiations, correspondence, in the process of providing services, or other interactions.
• The Client has the right to sign an additional non-disclosure agreement.
• All email correspondence from/to an agency employee is done using corporate email @lannes.agency.

2. Negotiation and Service Standards

2.1. The stage of preparing a commercial offer:

• The Contractor undertakes to contact the client within the first four working hours of the request.
• The presentation of PPC services takes place in the format of a DEMO presentation at a face-to-face meeting or a video conference.
• The client undertakes to provide answers to all of the Contractor's questions necessary to prepare a commercial offer.

2.2. Service delivery stage:

• The Contractor guarantees to provide project services within two business days after payment confirmation.
• The Contractor undertakes to respond to any client request within eight business hours unless additional data is required to respond. Otherwise, the Contractor must give an answer on the terms for providing a response to a client request.
• The working hours of employees are the period of time from 9.00 to 18.00 on weekdays in accordance with national law.
• The Contractor guarantees at least one monthly meeting (online or offline) with the client.
• The Contractor guarantees to provide a report on the services provided for the reporting month within seven business days after the end of the reporting period.
• The Contractor undertakes to perform the following tasks within the first three working weeks, provided the Client has supplied all necessary data:
• Inform the team about the requirements and goals of the project.
• Create and agree on a short-term action plan for the project.
• Create and provide technical requirements to install tracking codes and prepare advertising materials.
• Check the setting of goals to ensure that the promotion results are correctly tracked.
• The Contractor will summarize all meeting results and transcribe them in an email.
• The Client undertakes to provide project participants with all necessary access details and information to implement the project.
• The Client is guaranteed the transfer of all intellectual property rights that were created as part of the services.
• The Contractor conducts customer surveys to measure customer service performance.
• The Contractor guarantees a detailed evaluation of problematic issues and the involvement of department managers tin their resolution.

2.3. Document management:

• The Contractor prepares the agreement within one workin day after providing legal details and necessary documents, depending on the selected legal form of organization.
• The Contractor guarantees the provision of acts on the provision of services and other closing documents within five working days from the date of the service provision or upon request.