The Social Media SLA is designed for organizations seeking to establish clear, measurable standards for their social media management services in Canada. This document becomes necessary when companies outsource their social media operations or want to establish internal service standards. The agreement ensures compliance with Canadian federal and provincial regulations while setting precise performance metrics, response times, and quality standards. It includes comprehensive coverage of modern social media management requirements, from content creation to crisis management, and establishes clear accountability measures. The SLA addresses key aspects such as data privacy under PIPEDA, electronic communication regulations under CASL, and provincial consumer protection laws, making it suitable for both B2B and B2C contexts in the Canadian market.
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1. Parties: Identification of the service provider and client, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of social media management services to be provided
5. Service Level Requirements: Specific performance metrics, response times, and quality standards
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Response Time Commitments: Guaranteed response times for different types of social media activities and issues
8. Data Protection and Privacy: Compliance with PIPEDA and other privacy regulations, data handling procedures
9. Security Requirements: Security measures, access controls, and breach notification procedures
10. Reporting and Communications: Regular reporting requirements, communication protocols, and meeting schedules
11. Service Credits and Penalties: Compensation structure for failing to meet SLA requirements
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Force Majeure: Circumstances under which service levels may be affected by events beyond reasonable control
14. Governing Law: Specification of Canadian law and jurisdiction
15. Dispute Resolution: Process for resolving disagreements and escalation procedures
1. Content Creation Services: Detailed terms for content creation if included in the service scope
2. Crisis Management: Procedures and response times for handling social media crises
3. Multiple Platform Management: Specific terms for managing multiple social media platforms
4. Training and Support: Terms for providing training to client's staff
5. Influencer Management: Terms governing influencer relationships and campaigns
6. Analytics and Insights: Detailed terms for providing analytics and reporting services
7. Advertising Management: Terms for managing social media advertising campaigns
8. Compliance with Industry-Specific Regulations: Additional compliance requirements for regulated industries
1. Schedule A - Service Level Metrics: Detailed breakdown of all performance metrics and targets
2. Schedule B - Fee Schedule: Pricing, payment terms, and service credit calculations
3. Schedule C - Platform-Specific Requirements: Specific requirements and procedures for each social media platform
4. Schedule D - Response Time Matrix: Detailed response time requirements for different types of social media interactions
5. Schedule E - Reporting Templates: Standard formats for regular performance and activity reports
6. Appendix 1 - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix 2 - Security Protocols: Detailed security procedures and requirements
8. Appendix 3 - Emergency Contact List: List of key contacts and escalation procedures for emergencies
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