Royallions

🔥 Welcome to Royallions – Your Trusted Digital Growth Partner, We specialize in Website Design & Development , SEO & Local SEO , Google Ads & Performance Marketing , Social Media Marketing , Branding. Grow your business, increase visibility, and convert more customers with Royallions – Where Strategy Meets Success ✨🔥

Service Level Agreement (SLA)

1. Purpose

The purpose of this SLA is to ensure that the services provided by Royallions 360 Marketing and IT Solutions are delivered at agreed performance levels and timelines, while clarifying the roles, responsibilities, and expectations of both parties.

2. Scope of Services

The SLA applies to the following services (but is not limited to):

  • Website Design & Development

  • SEO (Search Engine Optimization)

  • SMO (Social Media Optimization)

  • PPC (Pay-Per-Click) Campaigns

  • Content Marketing & Branding

  • IT Solutions & Support

  • CRM / SaaS Solutions

  • Any other services agreed in writing between the Client and Royallions 360 Marketing and IT Solutions

3. Service Availability

  • Services will be available Monday to Saturday, 10:00 AM to 7:00 PM (IST) excluding national holidays.

  • Emergency support may be provided outside of business hours depending on the severity of the issue.

4. Response and Resolution Time

We prioritize support requests based on severity:

  • Critical Issues (e.g., website downtime, campaign not running): Response within 2–4 hours, resolution within 12–24 hours.

  • High Priority Issues (e.g., major functionality errors, billing errors): Response within 6 hours, resolution within 48 hours.

  • Medium Priority Issues (e.g., design adjustments, campaign optimizations): Response within 24 hours, resolution within 3–5 business days.

  • Low Priority Issues (e.g., content edits, routine updates): Response within 48 hours, resolution within 7–10 business days.

5. Client Responsibilities

The Client agrees to:

  1. Provide accurate information, data, and access credentials required to deliver services.

  2. Review and approve deliverables in a timely manner.

  3. Make payments as per the agreed terms.

  4. Maintain backups of their own content, data, and files unless otherwise agreed.

6. Service Provider Responsibilities

Royallions 360 Marketing and IT Solutions agrees to:

  1. Deliver services with reasonable skill, care, and diligence.

  2. Provide timely updates on the progress of ongoing projects.

  3. Protect client data and maintain confidentiality.

  4. Adhere to the timelines mentioned in proposals, contracts, or project documents (subject to client cooperation).

7. Performance Metrics

Our services are evaluated based on:

  • Website uptime (99.9% where hosting is managed by us).

  • Campaign performance metrics (CTR, conversions, traffic improvements – depending on project scope).

  • Timely delivery of milestones and deliverables.

Note: SEO/SMO/PPC results may vary depending on market conditions, competition, algorithm changes, and client cooperation. No agency can guarantee #1 ranking or specific results within fixed timelines.

8. Exclusions

This SLA does not cover:

  • Issues caused by third-party vendors, plugins, hosting providers, or software outside our control.

  • Delays due to incomplete client information, approvals, or feedback.

  • Unauthorized modifications made by the Client or third parties.

  • Natural disasters, cyber-attacks, or force majeure events.

9. Payment and Termination

  • Services are billed as per the terms of the signed contract/proposal.

  • Late payments may result in delayed services or suspension until payment is received.

  • Either party may terminate this agreement with a 30-day written notice.

10. Dispute Resolution

  • Any disputes should first be addressed in writing via email.

  • If unresolved, disputes will be escalated to senior management.

  • In case of legal disputes, jurisdiction will lie with the courts of Delhi, India.

11. Confidentiality

Both parties agree not to disclose any confidential business, marketing, or technical information obtained during the course of services without prior written consent.

12. Changes to SLA

Royallions 360 Marketing and IT Solutions reserves the right to modify or update this SLA at any time. Any changes will be communicated to the Client via email or our official website.

13. Acceptance

By signing the contract or using our services, the Client acknowledges and agrees to the terms outlined in this Service Level Agreement.

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