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      Service Level Agreement

      A summary of 97Display's Service Level Agreement (SLA) with its clients.

      Introduction

      This Service Level Agreement (SLA) functions as a formal agreement between our clients and 97Display, outlining the overarching scope of work for each product, as well as the mutually agreed-upon expectations between our team and our valued clients. Its purpose is to ensure clarity and alignment in our collaborative efforts, facilitating optimal delivery of 97Display products and services.

      Website

      Configuration

      • Initial Website Build: We strive to deliver a functional and visually appealing website with approximately 15-20 pages within a 9-hour time frame. This includes:
        • Strategy Consultation: Collaborating with you to understand your vision and business goals.
        • Theme Selection and Customization: Choosing a design aesthetic and tailoring it to reflect your brand.
        • Essential Pages: Creating your homepage, program descriptions, "About Us", "Contact Us", and navigation menus.
        • SEO Optimization: Integrating keywords and best practices to improve your search engine visibility.
        • Additional Features: Setting up user logins, notifications, initial member-only areas (if applicable), and analytics tools.
      • Self-Service Management: After the initial build, you'll gain the ability to independently manage and update:
        • Content Updates: Updating schedules, FAQs, instructor profiles, promotional offers, and events.
        • Blog Management: Adding new blog posts (we will transfer up to 10 blogs during the Build process).
        • User Access: Controlling logins and member-only content.

      Extent of Support

      • Standard Website Plans (Starting at $297):
        • Edit Requests: Receive up to 4 standard website edit requests per month (with a typical turnaround time of 3-5 business days).
        • Communication Channels: Submit requests via email (support@97display.com) or our website portal.
        • Consultations: Option to schedule a monthly consultation call for in-depth discussions. Additional consultations are available through our Coach services (additional fee applies).
      • Lower-Tier Plans:
        • Edit Requests: Receive 1 standard website edit request per month.
        • Consultations: Available through our Coach services (additional fee applies).
      • Support Guarantee: We'll respond to all email and phone support inquiries within 24 business hours. Please note that the time frame for completing a request may vary depending on its complexity.
      • Knowledge Base: Access our comprehensive knowledge base for tutorials and self-help guides [https://help.97display.com/knowledge].

      Marketing CRM

      Configuration

      • Initial Marketing CRM Build: We aim to create a tailored CRM solution within a 2-hour time frame, including:
        • Workflows: Establishment of up to 4 marketing workflows with 10-12 email and text automations per workflow.
        • Visual Design: Development of email graphics and a consistent color scheme.
        • Messaging: Email and text copywriting tailored to your marketing goals.
        • Text Setup: Provisioning of a phone number for seamless text messaging capabilities.
        • Quality Assurance: Email verification for deliverability.
        • Integration: Connecting your Marketing CRM with your existing 97Display website.

      Extent of Support

      • Support Channels: Contact us at support@97display.com for Marketing CRM assistance.
      • Included Support: Clients with a Marketing CRM plan receive 2 requests/how-to email walkthroughs per month.
      • Consultations: In-depth consultations are available through our Coach services (additional fee applies).
      • Response Time: We guarantee a response to all email and phone support inquiries within 24 business hours. Please note that the time frame for completing a request may vary depending on its complexity.
      • Self-Service: All Marketing CRM functions are accessible by you, making managing your workflows straightforward.
      • Knowledge Base: Discover comprehensive tutorials and guides in our knowledge base [https://help.97display.com/knowledge].
      • Additional Support: If you require more than the included support, our Coach services are available for assistance (additional fee applies).

      Social Media Management (SMM)

      Configuration

      • Tailored Strategy: We'll discuss your brand voice, target audience, and goals in an initial strategy call.
      • Platform Setup: Establishing or optimizing your presence on up to 2 major social media channels.
      • Content Creation: We'll develop 9 compelling posts over 6 weeks, using a combination of:
        • High-quality visuals (photos, videos, graphics)
        • Engaging copywriting drawing from our content library and your unique offerings
      • Scheduling & Approval: You'll have full visibility and control over your social media calendar with a dedicated approval link.

      Typical Timeframe

      • Cycle Setup: The initial setup of each 6-week cycle typically takes 3-4 hours.

      Extent of Support

      • Collaborative Process: You'll actively participate in shaping your social media presence by:
        • Providing input during the strategy call.
        • Supplying relevant information about your business.
        • Reviewing and approving posts via the provided calendar link.
      • Ongoing Support: For questions or assistance throughout a cycle, please contact us at support@97display.com.
      • Advanced Strategy: For in-depth consultations or expanded social media coverage consider our premium SMM services (additional fees apply).

      Editing and Custom Content Creation

      Services Offered

      • Photo Editing: Cropping, resizing, color correction, brightness adjustments, photoshopping, and graphic creation.
      • Video Editing: Trimming, resizing, audio editing, combining clips, color correction, brightness adjustments, and adding graphics.
      • Flyer Design: Creation of promotional flyers from scratch or based on client inspiration. This includes layout, copywriting, image editing, and color selection.
      • Landing Page Design: Creation of custom landing pages within the portal or Marketing CRM, including design, copywriting, layout, image/video integration, form creation, and launch on a selected subdomain (where applicable).

      Typical Time Frames

      • Photo and Video Editing: Up to 5 hours with a 4-6 business day turnaround.
      • Flyer Design: Up to 2 hours with a 3-5 business day turnaround.
      • Landing Page Design: Up to 5 hours per page with a 5-7 business day turnaround.

      Extent of Support

      • To request editing or content creation services, please contact us at support@97display.com.
      • The number of included requests may vary based on your service plan. Please check your plan details for specific allowances.
      • We guarantee a response to all support inquiries within 24 hours. Please note that the time frame for completing a request may vary depending on its complexity.
      • For additional assistance or urgent requests, consider our expedited services (available for an additional fee).

      Important Note: Turnaround times provided are estimates and can be influenced by the complexity of the request and current workload.

      Website Portal

      Configuration

      • Setup: Your website portal is established during the initial website build, providing a central hub for managing specific aspects of your website.
      • Storage: All website components (pages, SEO settings, design elements, scripts, security settings, images, videos, etc.) reside securely within our admin portal.

      Client Access

      You have direct access to the following tabs within the portal to manage your website:

      • Web Site Manager: Update content and manage various website pages.
      • Settings: Configure website preferences and options.
      • Lead Management: Track and manage potential customers.
      • Reports: Analyze website performance and traffic data.

      Extent of Support

      • Self-Service Focus: The accessible tabs are designed for independent use by the client, empowering you to directly manage your site content.
      • Knowledge Base: For step-by-step guidance and support, please refer to our comprehensive knowledge base [https://help.97display.com/knowledge].
      • Additional Assistance: If you require more hands-on help with any of the self-service features, our Coach services are available (additional fee applies).

      Advertising

      Configuration

      • Tailored Campaigns: We'll work with you to design custom advertising campaigns that align with your business goals, target audience, and budget.
      • Campaign Setup: Typical setup time is around 5 hours and may include:
        • Strategy Session: Understanding your objectives and ideal customer profile.
        • Platform Setup: Establishing access to Facebook or other relevant advertising platforms.
        • Audience & Location Targeting: Precisely defining your target demographics.
        • Creative Development: Compelling image and video ad creation.
        • Landing Pages: Building high-converting landing pages (if applicable).
        • Copywriting: Persuasive ad text tailored for your audience.
        • Workflows: Automation setup for ads-specific client journeys (if applicable).
        • Analytics: Integrating tracking and reporting tools.

      Support Tiers and Updates

      • Evergreen Campaigns ($250 admin fee, sunsetted pricing):
        • Ideal for general brand awareness.
        • 2 edits during setup, no further edits post-launch.
        • 48-hour support response time.
      • Low Tier (up to $500 ad spend):
        • 1 campaign update every 4 weeks.
        • Limited email support (consultations or questions are extra).
        • 1 focus program, additional programs incur extra fees.
        • 48-hour support response time.
      • High Tier ($500-$1000+ ad spend):
        • 1 campaign update every 4 weeks.
        • Increased email support.
        • 1 monthly scheduled consultation call (up to 30 minutes).
        • Up to 2 focus programs based on budget.
        • 24-hour support response time.
      • VIP Clients ($1500+ ad spend):
        • 1 campaign update every 4 weeks.
        • Unlimited email support.
        • Choice between a monthly 30-minute consultation or bi-weekly check-ins.
        • Tailored strategy for optimal budget allocation.
        • 12-hour support response time.

      Additional Notes

      • Turnaround Times:
        • Standard Ad Build: 5-7 business days (7-10 for multiple campaigns)
        • Expedited Service: 3-5 business days (additional fee)
        • Updates: Smaller updates take 3 days, larger updates take 5-7 days.
      • Cohort Updates: Updates to campaigns occur every 4 weeks. Expedited updates outside of the cohort may incur fees.
      • Landing Page Builds: Approximately 5 business days.
      • Consultation Calls: Available at an hourly rate for specific coaching on ad setup, best practices, etc.

      Task Timelines for Clients

      Small to Medium website edits

      (i.e. program pages, pages with minimal coding, photo changes, theme changes, etc)

      Edits that take an hour or less to complete

      • 3-5 Business day or less turnaround time

      Large website edits

      (i.e. custom pages with a lot of coding, site revamps, full site photo changes, etc)

      Edits that take over an hour to complete

      • 5-7 business days or less turnaround time

      Full Site Re-builds

      (i.e. Live clients that are rebranding and want a new theme, new photos, new color scheme, new program pages, etc. they are wanting their site to basically be completely re-built)

      • 15-17 business days or less turnaround time

      Marketing CRM Email Builds (Upgrades)

      (i.e.full email builds in GHL)

      • 8-10 business days or less turnaround time
      • Payment collected before build

      Marketing CRM Landing Page Creation (Templated)

      (i.e. designing or creating a landing page in GHL that is templated with little customization and/or very simple, OR if the client has paid extra for an expedited page)

      • 3-5 business days or less turnaround time
      • Payment collected before build

      Marketing CRM Landing Page Creation (Customized)

      (designing or creating a landing page in GHL that is more customized, but not very complex)

      • 5-7 business days or less turnaround time
      • Payment collected before build

      Marketing CRM Landing Page Creation (Very Complex & Fully Customized)

      (designing or creating a landing page in GHL that is very complex and fully customized)

      • 8-10 business days or less turnaround time
      • Payment collected before build

      Marketing CRM Custom Workflows (3 or less workflows)

      (creating 3 or less custom workflows in GHL)

      • 8-10 business days or less turnaround time
      • Payment collected before build

      Marketing CRM Custom Workflows (More than 3 workflows)

      (creating over 3 custom workflows in GHL)

      • 10-12 business days or less turnaround time
      • Payment collected before build

      Video Creation

      (putting together videos with transitions, etc for vimeo or homepage video bg)

      • 7-9 business days or less turnaround time
      • Hourly charge rate, payment collected before build

      Custom Design Creation

      (i.e. creating a flyer, graphic, etc)

      • 7-9 business days or less turnaround time for single creations and 10-12 business days or less for multiple
      • Hourly charge rate, payment collected before build

      Branding Guide/Creation

      (i.e. creating a brand guide for a client, a new logo, etc, more in depth/creative than a normal design creation)

      • 8-10 business days or less turnaround time
      • Payment collected before build

      DNS Updates

      • 1 business day or less turnaround time 

      If you have further questions, please reach out to support@97display.com.