This Social Media SLA is designed for use in the Indian market where organizations require professional social media management services with clearly defined performance standards and deliverables. The document becomes essential when businesses seek to outsource their social media operations or establish formal service standards with internal departments. It addresses key aspects such as content management, response times, engagement metrics, and compliance with Indian IT laws, particularly the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. The SLA provides a structured framework for managing social media services, ensuring accountability, and measuring performance while maintaining compliance with Indian regulatory requirements. This document is particularly relevant given the increasing importance of social media in business operations and the need for professional management of digital presence in the Indian market.
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1. Parties: Identification of the service provider and client, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of social media services covered under the agreement
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. Data Protection and Privacy: Compliance with Indian data protection laws and privacy requirements
8. Security Requirements: Security measures and protocols for protecting social media accounts and data
9. Responsibilities and Obligations: Detailed obligations of both parties
10. Content Management: Guidelines for content creation, approval, and posting processes
11. Crisis Management: Procedures for handling social media crises and emergencies
12. Payment Terms: Fees, payment schedule, and billing procedures
13. Term and Termination: Duration of agreement and termination provisions
14. Dispute Resolution: Process for resolving disputes under Indian law
15. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Intellectual Property Rights: Specific IP provisions when custom content creation is involved
2. Third-Party Integration: Terms for integration with third-party tools and platforms
3. Compliance with Industry Standards: Additional compliance requirements for regulated industries
4. International Data Transfer: Required when data is processed across international borders
5. Training and Support: When ongoing training or support services are included
6. White Labeling: Terms for white-label service provision if applicable
7. Account Ownership: Special provisions for account ownership and transfer rights
8. Influencer Management: Terms for managing influencer relationships if part of services
1. Schedule A - Service Level Metrics: Detailed performance metrics, KPIs, and measurement criteria
2. Schedule B - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
3. Schedule C - Platform-Specific Requirements: Specific requirements for each social media platform
4. Schedule D - Response Time Matrix: Defined response times for different types of activities and issues
5. Schedule E - Reporting Templates: Standard templates for performance and activity reporting
6. Appendix 1 - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix 2 - Content Guidelines: Detailed content creation and management guidelines
8. Appendix 3 - Emergency Contact Protocol: List of emergency contacts and escalation procedures
Relevant legal definitions
Clauses
Relevant Industries
Technology
Retail
E-commerce
Financial Services
Healthcare
Education
Entertainment
Hospitality
FMCG
Real Estate
Telecommunications
Professional Services
Non-Profit Organizations
Media and Publishing
Manufacturing
Relevant Teams
Marketing
Digital Operations
Communications
Brand Management
Customer Experience
Content Creation
Legal and Compliance
Social Media Operations
Community Management
Digital Strategy
Public Relations
Relevant Roles
Social Media Manager
Digital Marketing Director
Brand Manager
Marketing Manager
Communications Director
Content Strategy Manager
Digital Operations Manager
Customer Experience Manager
Community Management Lead
Digital Compliance Officer
Marketing Operations Director
Chief Marketing Officer
Head of Digital
Social Media Coordinator
Digital Brand Manager
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