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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
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