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ARUKZ DIGITAL — Service Level Agreement

This document outlines the service standards, response times, and commitments that ARUKZ DIGITAL makes to every client.

📋 Official DocumentEffective: January 2026

1. Response Times​

Request TypeResponse TimeResolution Time
Urgent Issues (campaigns paused, errors)Within 2 hoursWithin 4–8 hours
Standard Requests (changes, updates)Within 4 business hoursWithin 1–3 business days
Creative Requests (design, copy)Within 1 business dayWithin 3–5 business days
Strategy & Reporting QuestionsWithin 4 business hoursSame day or next call
Billing QueriesWithin 1 business dayWithin 1–2 business days

Business Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST
Emergency Contact: +91 95978 41535 (WhatsApp for urgent issues)

2. Deliverable Standards​

Turnaround Times by Service Type​

DeliverableStarter PlanGrowth PlanEnterprise Plan
Strategy Document3–5 days2–3 days1–2 days
Ad Campaign Setup3–5 days2–3 days1–2 days
Creative Assets3–5 days2–3 days1–2 days
Monthly ReportBy 7th of monthBy 5th of monthBy 3rd of month
Landing Page5–7 days3–5 days2–3 days
Content (per article)3–5 days2–3 days1–2 days

Revision Policy​

  • Standard Deliverables: 2 revision rounds included
  • Ads & Copy: Unlimited revisions within scope
  • Strategy Documents: 1 revision round included
  • Additional Revisions: Quoted separately beyond included rounds

3. Communication Standards​

Scheduled Touchpoints​

TouchpointStarterGrowthEnterprise
Weekly Email Update✅✅✅
Monthly Strategy Call✅✅✅
Bi-weekly Check-in❌✅✅
Dedicated Slack/WhatsApp Channel❌✅✅
Dedicated Account Director❌❌✅
Quarterly Business Review❌✅✅

Escalation Matrix​

LevelContactResponse Time
Level 1Account Manager (primary)4 business hours
Level 2Senior Account Manager2 business hours
Level 3Account DirectorSame business day
Level 4CEO/FounderWithin 24 hours

4. Reporting Standards​

All active clients receive:

Monthly Performance Report Includes​

  • Actual vs target KPI comparison
  • Budget utilization breakdown
  • Campaign-level performance data
  • Optimization actions taken this month
  • Recommendations for next month
  • Executive summary (1 page)

Real-Time Access​

  • Live Google Ads / Meta Ads dashboard
  • Looker Studio reporting portal (Growth & Enterprise)
  • Monthly PDF report via email

5. Uptime & Availability​

ServiceCommitment
Campaign MonitoringDaily (7 days/week)
Performance AlertsAutomated (real-time)
Weekend CoverageEmergency issues only
Planned MaintenanceAdvance notice given

6. Issue Classification​

Priority 1 — Critical (2-hour response)​

  • Campaigns accidentally paused or overspending
  • Website/landing page down
  • Account suspension or billing failure
  • Data tracking completely broken

Priority 2 — High (4-hour response)​

  • Significant performance drop (>30% from baseline)
  • Creative assets rejected by platforms
  • Tracking discrepancies affecting reporting

Priority 3 — Standard (1 business day)​

  • Routine campaign optimizations
  • Creative refresh requests
  • Strategy questions and updates

Priority 4 — Low (3 business days)​

  • Monthly report questions
  • Minor copy changes
  • Non-urgent strategy discussions

7. Client Responsibilities​

To ensure optimal service delivery, clients agree to:

ResponsibilityDetails
Timely ApprovalsReview and approve deliverables within 48 hours
Access ProvisioningProvide necessary account access within 24 hours of request
Feedback ClarityProvide specific, actionable feedback (not vague requests)
Budget ConfirmationConfirm monthly budgets by the 25th of each month
Contact AvailabilityDesignated approver available Mon–Fri

8. Service Exclusions​

This SLA does not cover:

  • Platform technical issues (Google, Meta, etc.) beyond our control
  • Force majeure events (natural disasters, internet outages)
  • Delays caused by client non-response beyond 48 hours
  • Performance guarantees (we guarantee effort, process, and best practices — not specific results, as platforms are third-party)

9. Performance Review Process​

If you believe service standards are not being met:

  1. Contact your Account Manager — First point of resolution
  2. Escalate to Account Director — If unresolved within 24 hours
  3. Formal Review Meeting — Scheduled within 5 business days
  4. Written Action Plan — Provided within 2 business days of meeting
  5. Follow-up Review — 30 days later to confirm improvement
Questions?

📧 hello@arukz.com
📞 +91 95978 41535
🌐 arukz.com/contact

Last updated: February 2026 · Terms of Service · Refund Policy