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Social Media SLA
"Need a Social Media SLA for our luxury retail brand that focuses heavily on crisis management and 24/7 response times, with specific provisions for handling influencer partnerships and user-generated content across multiple social platforms in Singapore."
1. Parties: Details of service provider and client organization
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including platform-specific terminology
4. Service Levels: Specific performance metrics and standards for social media management
5. Response Times: Agreed timeframes for various types of responses and content management
6. Data Protection: PDPA compliance requirements and data handling procedures
7. Content Moderation: Standards and procedures for content management and compliance with POFMA
8. Term and Termination: Duration of agreement and conditions for termination
9. Fees and Payment: Payment terms, fee structure, and billing procedures
1. Crisis Management: Procedures for handling social media crises and emergency response protocols
2. Influencer Management: Guidelines for managing influencer relationships and compliance with advertising standards
3. Analytics Reporting: Specific metrics, reporting requirements, and performance tracking procedures
4. Compliance with Platform Policies: Specific requirements for compliance with individual social media platform policies
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and targets
2. Schedule 2 - Rate Card: Pricing for various services and additional work
3. Schedule 3 - Content Guidelines: Specific content standards and brand guidelines
4. Schedule 4 - Response Matrix: Classification of different types of posts/comments and required response times
5. Schedule 5 - Escalation Procedures: Detailed steps for handling different types of issues and incidents
Authors
Authorized Personnel
Business Day
Client
Client Data
Confidential Information
Content Guidelines
Crisis Event
Data Protection Laws
Effective Date
Emergency Response Time
Engagement Metrics
Force Majeure Event
Key Performance Indicators (KPIs)
Measurement Period
Normal Business Hours
Performance Credits
Personal Data
Platform
Response Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Level Metrics
Service Provider
Services
Social Media Channels
Social Media Content
Standard Response Time
Term
Third-Party Content
Urgent Response Time
User Generated Content
Response Times
Performance Measurement
Service Credits
Service Availability
Content Moderation
Content Creation
Data Protection
Confidentiality
Crisis Management
Platform Access
Reporting Requirements
Account Management
Quality Assurance
Force Majeure
Intellectual Property
Liability and Indemnification
Term and Termination
Regulatory Compliance
Content Guidelines
Brand Protection
Security Requirements
Dispute Resolution
Escalation Procedures
Performance Reviews
Service Recovery
Subcontracting
Audit Rights
Insurance Requirements
Change Management
Service Modifications
Key Personnel
Training Requirements
Documentation
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