This Service-Level Agreement (this “Agreement” or this “Service-Level Agreement”) is made by and between "Client” and One Firefly ("Supplier")
WHEREAS, customer is willing to continue with the Agreement indefinitely upon Supplier’s acceptance of the terms and conditions of this Agreement, and Supplier confidently accepts the terms and conditions herein;
NOW, THEREFORE, in consideration of the foregoing, and of the terms and conditions and the Service Levels, the Parties hereby agree as follows:
One Firefly offers a tiered set of packages for digital marketing services, each of which containing a combination of the following services*:
*All services also available ala cart. Many of the services defined above are components of integrated marketing packages. Contact your sales representative for current package pricing and details.
In addition to a regular campaign performance review meeting with a representative of One Firefly, the Client will also receive an appropriate amount of general, consultative communication from his or her Account Manager related to the services received. The Account Manager’s average time spent communicating monthly (outside of the performance review meeting) will correlate with the Client’s Dealer Priority as follows:
All representatives of the Client and One Firefly will communicate respectfully with each other via email, phone calls, video conferences, and face-to-face meetings.
For some products and services, One Firefly may request the Client’s review and approval of a deliverable. One Firefly will make all reasonable attempts at contacting the Client and ensuring an opportunity for review. However, if the Client does not respond to the request within five business days, One Firefly will progress the deliverable to the next logical step in the campaign. This will be done in the interest of maintaining consistency and timeliness of the Client’s marketing efforts. If the Client wishes to operate outside of this system, he or she should request to do so in advance of the production of the deliverable in question. Any agreements to operate otherwise must be documented.
Requests for approval may apply (but are not limited) to the following items:
A One Firefly blog is approximately 400-600 words long.
At standard pricing, each blog will feature exactly one image. The image is subject to the conditions outlined in section 3: Imagery. If the Client would like additional imagery in a blog, additional fees will apply. Only upon acceptance of the updated billing terms will changes be enacted.
For blogs written with a desired outcome of an increase to the website’s search engine optimization, One Firefly will follow standard best practices as determined by our product development team. Those practices may include the following:
To achieve optimum SEO results, One Firefly strongly recommends the Client’s website include capabilities for tagging and category pages. If the Client wishes to operate outside of this recommended architecture, ranking performance and traffic will almost certainly be significantly reduced. To assist in achieving the highest possible results, in some cases One Firefly will install a Joomla-based blog environment onto the Client’s subdomain. For details and requirements on this install, please reference the below table: Blog Setups by Content Management System (CMS).
Original copy is vital to SEO performance which is why OneFirefly blogs will have no more than 30% copy duplicated from other online sources including, but not limited to, existing OneFirefly blogs and websites. All blogs will undergo internal audits using Gramarly software to ensure these standards are met.
In cases where the One Firefly team has produced factually accurate content in line with the accepted editorial calendar and client-provided angles, where applicable, rewrites will incur additional fees at a rate of 50% the standard blog price. Only upon acceptance of the updated billing terms will rewritten production begin.
Table 1: Blog Setup by Content Management System (CMS)
*One Firefly expects poor SEO performance, and is not to be held accountable for SEO performance, if the Client chooses to proceed with native blog content posting.
Email newsletters will feature a predetermined number of blogs produced within the same production month (up to four blogs featured).
During the campaign launch phase, the Client will have the opportunity to choose two pages from his or her website to consistently feature every month as “spotlights.” The Client may also elect for One Firefly to choose the spotlight content for him or her.
Every 12 months, the Client will have the option to update their spotlight content as a courtesy. Any change to those spotlights following delivery of the first newsletter and outside of this once yearly update may incur an additional cost.
Once One Firefly has sent the draft newsletter to the Client, he or she will have 5 business days to request changes or provide input. In an effort to maintain campaign consistency, if we do not receive feedback within that time frame, the newsletter will be considered approved and accepted, and will be sent to the Client’s contact list.
Each Facebook post will feature one image or video. Unless otherwise agreed upon, posts will link to pages and blog content within the Client’s website. If the Client does not have a Facebook page, One Firefly will create one.
The service of Instagram Posts will be activated once the Client has agreed to produce and send original photography and potentially videography to One Firefly on an ongoing monthly basis via Dropbox, a Digital Asset Management (DAM) System, or shared Slack channel. If the Client has purchased Instagram posts, he or she will provide original photography or videography for those posts no later than the week prior they are scheduled for production. If the Client does not have an Instagram page, One Firefly will create one.
Linkedin content will be posted on behalf of the business page, and One Firefly asks that the Client and all appropriate employees share each post from their personal profiles to gain the greatest possible reach. If the Client does not have a Linkedin page, One Firefly will create one.
One Firefly will arrange the setup for the necessary elements to run a display ad remarketing campaign, including tag implementation (upon receiving access to implement code onto the Client’s relevant website) and artwork creation. New artwork development will be determined by the purchased scope.
Review Champ is considered launched/delivered when the Client receives their unique platform link. One Firefly will offer training resources as well as one session of live video training per Client upon request to ensure that all applicable parties are comfortable utilizing the product. Additional training may incur additional cost.
Once the necessary conditions are met, a review stream module consisting of an aggregate rating from the web and displaying the client’s positive reviews will be installed on the client’s site. Those conditions are as follows:
Review stream is added to the footer so it appears "globally". For websites not developed by One Firefly, placement will be dependent on web designer discretion.
In all cases, Web Designer will match the embed of Review Stream to the website, dependent on limitations of the embed. Upon cancellation, the review stream module will be removed.
You may cancel anytime with no contracts or strings attached.
This monthly service includes up to five (5) manufacturer libraries personalized to include the Client’s contact information, plus an option for an SEO-configured webpage to showcase your UI University content. If you’d like additional libraries, they can be added with an additional fee.
Production can begin upon receipt of a transparent-background logo in PNG or EPS format, website URL, and library selections. One of two scenarios will apply for video installation:
The Client will also receive links to library videos for distribution to clients or social media.
Upon cancellation of the service, all UIU video links will be deactivated.
The Smart Layouts interactive renderings will reflect the relevant package selections below.
Standard Layout Package:
Custom Layout Package:
All clients must provide One Firefly with all necessary access credentials in order to embed content, including the following:
If the Client has a One Firefly website, these credentials will only need to be provided if the client has changed them. If the Client has a Non-One Firefly website we may require additional access to server or cPanels to complete the work.
Deployment of the Smart Layouts Package will depend upon the Client’s website, as outlined below.
Support for, and Limitations of, the Service include:
Smart layouts rely on a standard web language base and a few file components to work together in the rendering of the layout. Those requirements include the following:
The Smart Layouts page will remain live on the Client’s website as long as the Client continues paying the monthly fee. Upon cancellation of the service, the Smart Layouts module will be deactivated.
The live chat service that engages your website visitors with real-time support and answers to their pressing questions will be enabled on your website per the detail below. In addition to a One Firefly-staffed chat service, the Client will also receive after-hours tickets for user form submissions. There are three available tiers of the service.
In addition to receiving lead information on the same day someone expresses interest in the Client’s services, the Client will also receive a monthly report with the number of chats, leads, and service requests.
Clients may request the following number of revisions, dependent on the type of deliverable, without incurring additional cost:
Beyond those limits, additional edits will be billed hourly. The following types of revisions will also incur the hourly rate, even if they are within the above listed limits:
Revisions will be completed within the timeline corresponding to the client’s priority status below:
Assuming payment has been received, launch timing for each component of a digital marketing package will adhere to the following standards, following the completion of onboarding (client has supplied One Firefly with all requested items to enable us to begin production of requested services)*:
Providing the Client has provided One Firefly with all necessary items to complete production prior to the month’s start, and providing his or her production is not otherwise on hold due to a request or a payment issue, the Client can expect to receive all draft versions of blogs and newsletters prior to 5 business days following the end of the month.
One Firefly will produce and post organic social media content in an evenly-distributed time frame throughout the month. (Example: if a Client has purchased 4 Facebook posts in a month with 4 weeks, One Firefly will post once per week throughout the month.)
Digital advertisements that are scheduled to run for a set duration will all begin within the month billed. They may continue to run into the following month dependent on planned and agreed upon duration.
*In cases where the Client has purchased a new website which is still in development, all services except for Review Champ may be launched after the new website is live. These details will be agreed upon by all parties.
The Client may cancel recurring monthly services at any point with a 30-day written notice.
If the Client wishes to cancel within the first three months of a digital marketing campaign, there will be a cancellation fee of one month’s service fee. If the Client wishes to cancel within 4-6 months of the campaign’s start, there will be a cancellation fee of 25% of one month’s service fee. “One month’s service fee” will reflect either the campaign’s first month or last month, whichever is greater. If the Client fails to pay the cancellation fee, One Firefly reserves the right
to send the invoice to a collections agency.
By using One Firefly products and services, you agree to the most recent version of this Service Level Agreement. When the Service Level Agreement is revised, we will provide email notification regarding updates.