This Service Level Agreement ("SLA") sets delivery standards for marketing work by 1ness Strategies LLC d/b/a 1nessAgency ("Provider") for the client ("Client"). It is incorporated into the signed service agreement or statement of work. If this page and that agreement conflict, the signed agreement wins.

1. Scope of Services

Scope is whatever the signed SOW says. Typical work includes:

Paid acquisition (Google, Meta), including LegitScript certification management
SEO and generative engine optimization (GEO)
HIPAA-conscious tracking, intake, and conversion measurement
Digital front door and landing-page work
Analytics and HealthVerse dashboards
Brand-capital work with RDLB when that SOW is in force

Any changes to the scope of services require written agreement from both parties and may result in adjustments to fees, timelines, and performance targets.

2. Performance Standards

1nessAgency commits to the following performance standards:

Campaign Launch: New campaigns will be launched within the agreed timeline, typically 10-15 business days from strategy approval
Optimization Cadence: Active campaigns are reviewed and optimized no less than weekly
Quality Assurance: All deliverables undergo internal review before client delivery
Compliance: Materials and tracking follow the SOW, the BAA when one is in force, HIPAA-conscious design (PHI stays out of the marketing stack), FTC rules, and applicable state healthcare advertising rules
Platform Uptime: Client dashboards and reporting platforms maintain 99.5% uptime (excluding scheduled maintenance)

3. Response Times

We commit to the following response time standards during business hours (Monday-Friday, 9:00 AM - 6:00 PM ET):

Priority	Description	Initial Response	Resolution Target
Critical	Service outage, compliance issue, or active campaign failure	1 hour	4 hours
High	Performance degradation, budget pacing issue, or urgent revision	4 hours	1 business day
Standard	General requests, questions, strategy discussions	1 business day	3 business days
Low	Non-urgent updates, future planning, documentation requests	2 business days	5 business days

4. Reporting

Clients receive regular performance reporting as follows:

Real-Time Dashboard: Access to live performance metrics via HealthVerse when that access is in the SOW
Weekly Reports: Summary of key metrics, spend, and optimization actions taken
Monthly Reports: Comprehensive performance review with analysis, insights, and strategic recommendations
Quarterly Business Reviews: In-depth strategy sessions with senior leadership covering performance, market trends, competitive landscape, and forward-looking plans

Custom reporting cadences or formats can be arranged upon request.

5. Escalation Procedures

If a service issue is not resolved within the target resolution time, the following escalation path applies:

Level 1 - Account Manager: Initial point of contact for all service requests and issues. Available via phone, email, or Slack
Level 2 - Senior Strategist: Engaged if the issue is not resolved within the initial resolution target. Provides additional expertise and resources
Level 3 - Director/Leadership: Engaged for critical issues unresolved at Level 2, systemic problems, or client-escalated concerns. Direct access to agency leadership

Clients may escalate directly to any level for critical or compliance-related issues.

6. Amendments

This SLA may be amended by mutual written agreement of both parties. Either party may propose amendments with thirty (30) days' written notice. Proposed amendments will be reviewed collaboratively and take effect only upon written acceptance by both parties. In the event of a conflict between this SLA and the service agreement, the service agreement shall prevail.

Contact

1ness Strategies LLC d/b/a 1nessAgency
hello@1nessagency.com · (518) 671-8090
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