# **SERVICE LEVEL AGREEMENT (SLA)**

## **Tech2Day Private Limited**
### ***Healthcare Marketing Service Standards & Operational Framework***

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### **Document Control**

| Particular | Details |
| ----- | ----- |
| **Document Type** | Service Level Agreement (SLA) |
| **Document Reference No.** | T2D/SLA/2026/________ |
| **Effective Date** | ____________________ |
| **Review Cycle** | Annual / Bi-Annual |
| **Service Provider** | Tech2Day Private Limited |
| **Client / Organization** | ____________________ |

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### **Confidentiality Statement**

This Service Level Agreement contains confidential operational metrics, response protocols, service standards, and business governance guidelines belonging to **Tech2Day Private Limited**. It is prepared exclusively for the designated Client and shall not be copied, reproduced, or distributed without prior written consent.

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# **1. Purpose & Scope of Agreement**

## **1.1 Purpose**
The purpose of this Service Level Agreement (SLA) is to formalize the operational standards, response times, delivery timelines, quality benchmarks, and communication protocols between **Tech2Day Private Limited** (hereinafter referred to as *"Service Provider"*) and the subscribing hospital, clinic, or healthcare entity (hereinafter referred to as *"Client"*).

This agreement ensures complete transparency, operational clarity, mutual accountability, and reliable service delivery across all healthcare marketing services.

## **1.2 Scope of Coverage**
This SLA applies to all active services included in the Client's executed Service Agreement and Commercial Proposal, including:
* Brand Strategy & Creative Design
* Digital Marketing & Social Media Management
* Search Engine Optimization (SEO) & Google Business Profile Management
* Performance Marketing & Paid Advertising Management
* Video Production & Post-Production Editing
* Internal Hospital Marketing & Reception Displays
* Offline Marketing Planning & Vendor Coordination
* AI-Assisted Marketing & 24/7 Support Desk

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# **2. Service Hours & Availability**

## **2.1 Standard Business Hours**
* **Operating Days:** Monday to Saturday (excluding national holidays and declared company holidays).
* **Operating Hours:** 9:30 AM to 6:30 PM (IST).
* **Video Production / Field Shoots:** Scheduled between 10:00 AM and 5:00 PM on mutually agreed dates.

## **2.2 Support Channels & Response Windows**

| Channel | Availability | Primary Use | Response SLA |
| ----- | ----- | ----- | ----- |
| **Dedicated WhatsApp Group** | Mon – Sat (9:30 AM – 6:30 PM) | Daily coordination, urgent approvals, quick queries | Acknowledgment < 30 Mins<br>Resolution < 2 Hours |
| **Official Email Support** | Mon – Sat (9:30 AM – 6:30 PM) | Formal requests, content delivery, invoice queries | Acknowledgment < 2 Hours<br>Response < 4 Business Hours |
| **AI Support Desk** | 24/7 / 365 Days | Instant query routing, policy info, status updates | Immediate (< 1 Min) |
| **Monthly Review Meeting** | 1st Week of Every Month | Performance review, strategic roadmap planning | 60 – 90 Mins Scheduled Session |

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# **3. Turnaround Time (TAT) Matrix**

## **3.1 Creative & Graphic Design TAT**

| Deliverable Type | Complexity / Scope | Standard Delivery TAT | Revision TAT |
| ----- | ----- | ----- | ----- |
| **Standard Social Media Poster** | 1 Static Image / Graphic | 24 – 48 Hours | 12 – 24 Hours |
| **Carousel / Multi-Slide Post** | 3 to 7 Slides | 48 – 72 Hours | 24 Hours |
| **Promotional Flyer / Pamphlet** | 1 – 2 Pages Layout | 48 Hours | 24 Hours |
| **Hospital Brochure / Booklet** | 4 – 12 Pages Detailed Layout | 5 – 7 Working Days | 48 Hours |
| **Banner / Standee / Signage** | High-Res Offline Print Design | 48 – 72 Hours | 24 Hours |
| **Emergency / Announcement Post** | Urgent Health Alert / Announcement | 4 – 6 Business Hours | Immediate |

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## **3.2 Video Production & Editing TAT**

| Deliverable Type | Description | Production Lead Time | Editing TAT |
| ----- | ----- | ----- | ----- |
| **Doctor Profile / Interview Video** | Scripted 1-3 Min Video | 3 Days Advance Shoot Booking | 3 – 5 Working Days |
| **Patient Testimonial Video** | Recorded with Patient Consent | 3 Days Advance Shoot Booking | 3 – 4 Working Days |
| **Social Media Reel / Short** | 15 – 60 Second Short Video | Integrated with Monthly Shoot | 48 – 72 Hours |
| **Hospital Tour / Promo Video** | Multi-Department Shoot & Edit | 7 Days Advance Shoot Booking | 7 – 10 Working Days |
| **Event Coverage** | On-Site Shoot (Half / Full Day) | 5 Days Advance Shoot Booking | 5 Working Days |

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## **3.3 Digital & Performance Marketing TAT**

| Task Category | Scope | Execution SLA |
| ----- | ----- | ----- |
| **Monthly Content Calendar** | Full Month Schedule & Topics | Shared by 25th of Previous Month |
| **Google Business Profile Update** | Posts, Image Uploads, Info Edit | Weekly / Within 24 Hours of Event |
| **Ad Campaign Setup** | Meta / Google Ads Campaign Launch | 48 – 72 Hours Post Approval & Budget Funding |
| **Ad Budget / Creative Tweaks** | Bid adjustments, audience refresh | Within 24 Hours |
| **Review Response Management** | Online Reviews Acknowledgment | Within 24 – 48 Hours |
| **Monthly Performance Report** | Comprehensive Analytics PDF | Delivered by 5th of Following Month |

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# **4. Priority Levels & Incident Escalation**

## **4.1 Ticket / Request Classification**

| Severity Level | Definition | Example Scenario | Resolution Target |
| ----- | ----- | ----- | ----- |
| **Priority 1 (Critical)** | Critical issue blocking marketing operations or severe reputation threat. | Wrong doctor info published, broken ad link wasting budget, crisis PR. | Initial Response: < 15 Mins<br>Resolution: < 2 Hours |
| **Priority 2 (High)** | Time-sensitive promotional request or major campaign change. | Emergency camp announcement, urgent event poster needed same day. | Initial Response: < 30 Mins<br>Resolution: < 6 Hours |
| **Priority 3 (Medium)** | Standard marketing request within agreed monthly scope. | Content revision request, routine ad text adjustment. | Initial Response: < 2 Hours<br>Resolution: < 24 Hours |
| **Priority 4 (Low)** | General query, non-urgent design inquiry, future campaign idea. | Inquiry about new specialty video concept. | Initial Response: < 4 Hours<br>Resolution: < 48 Hours |

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## **4.2 Escalation Matrix**

* **Level 1: Client Success Manager / Account Lead**
  *(First point of contact for daily operations & TAT tracking)*
* **Level 2: Head of Digital Marketing & Design Lead**
  *(Escalation for delayed TAT, design dissatisfaction, or ad campaign issues)*
* **Level 3: Operations Director / Managing Executive**
  *(Escalation for unmitigated SLA breaches, service disputes, or policy conflicts)*

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# **5. Performance Standards & Quality Benchmarks**

## **5.1 Creative & Content Quality Assurance**
* **Brand Guidelines Adherence:** All designs strictly adhere to approved brand color codes, typography, logo placement, and medical terminology rules.
* **Grammar & Proofreading:** Zero grammar errors or typos in published creatives.
* **Medical Accuracy Disclaimer:** Clinical statements are compiled using verified healthcare sources and submitted for Client medical approval prior to publishing.

## **5.2 Digital Marketing & SEO Benchmarks**
* **Platform Health:** 99.5% uptime on managed ad accounts and social pages.
* **Reporting Transparency:** 100% accurate ad spend tracking with direct client visibility into ad dashboards.
* **Local SEO Maintenance:** Google Business Profile post updates executed minimum once per week.

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# **6. Client Dependencies & Mutual Obligations**

The fulfillment of SLAs by Tech2Day is directly contingent upon the Client fulfilling the following dependencies:

> **Client Dependency Checklist:**
> 1. **Timely Content Approvals:** Feedback provided within 24 hours of submission.
> 2. **Administrative Access:** Unrestricted partner access to Ad Accounts & Social Pages.
> 3. **Shoot Availability:** Advance shoot scheduling & doctor/staff availability confirmation.
> 4. **Patient Consent:** Signed consent forms for patient testimonials and photos.
> 5. **Ad Funding:** Ad budget funded in advance directly to ad platform accounts.
> 6. **Medical Sign-Off:** Prompt technical sign-off for clinical accuracy.

> **Important Note on Client-Induced Delays:** If a deliverable is delayed due to pending Client feedback, lack of administrative access, or unconfirmed shoot schedules, the SLA countdown timer is paused until the required input is furnished.


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# **7. SLA Remedies & Exclusions**

## **7.1 Exclusions from SLA Targets**
Tech2Day shall not be held liable for SLA non-performance in scenarios resulting from:
1. **Force Majeure Events:** Natural disasters, internet blackouts, government restrictions, severe weather affecting shoots.
2. **Third-Party Platform Failures:** Outages or API breaks on Meta, Google, WhatsApp API, YouTube, or web hosts.
3. **Unapproved Direct Client Actions:** Client modifying campaigns, credentials, or published posts without informing Tech2Day.
4. **Delays in Third-Party Media Buying:** Outdoor printing, municipal approvals, or offline media vendor processing delays outside Tech2Day's direct control.

## **7.2 Service Remedies for Unexcused Breaches**
If Tech2Day fails to meet the agreed SLA targets for three (3) consecutive billing cycles due to sole negligence of Tech2Day:
* The Client is entitled to a formal SLA Audit & Resolution Meeting with Executive Leadership.
* Tech2Day will deploy dedicated senior resources to clear any backlog at zero additional cost.
* Credit roll-forward of up to 5% of monthly management fees applicable towards the subsequent month's retainer.

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# **8. Agreement Authorization**

By signing below, both parties acknowledge and accept the operational terms, response times, and service commitments detailed in this Service Level Agreement.

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### **For Client / Healthcare Organization**

**Authorized Signatory Name:** ______________________________________  

**Designation:** ______________________________________  

**Signature:** ______________________________________  

**Date:** ______________________  

**Organization Seal:**

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### **For Tech2Day Private Limited**

**Authorized Signatory Name:** ______________________________________  

**Designation:** ______________________________________  

**Signature:** ______________________________________  

**Date:** ______________________  

**Company Seal:**