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Service-Level Agreement (SLA)

1. Purpose

This Service-Level Agreement (SLA) outlines the standards, deliverables, and performance expectations between MHAFs (“the Agency”) and the Client for SEO and digital marketing services.

Our mission is to provide transparent, measurable, and results-driven SEO solutions while maintaining the highest level of professional service and communication.

2. Scope of Services

The Agency agrees to deliver one or more of the following services, as detailed in the signed proposal or contract:

  • SEO strategy development and execution
  • On-page and technical optimisation
  • Content marketing and link-building campaigns
  • Local and international SEO
  • Monthly performance tracking and analytics
  • Consultation and performance review meetings

3. Service Commitments

The Agency commits to:

  • Implementing white-hat SEO techniques that comply with Google’s Webmaster Guidelines.
  • Providing monthly reports outlining key metrics such as organic traffic, keyword rankings, and conversion performance.
  • Maintaining full transparency regarding strategy, deliverables, and timelines.
  • Responding to client communications within 1–2 business days.
  • Conducting quarterly performance reviews to ensure alignment with business objectives.

4. Client Responsibilities

To ensure optimal performance, the Client agrees to:

  • Provide timely access to required tools, website credentials, or analytics platforms.
  • Supply any necessary content, brand assets, or approvals within the agreed timeframe.
  • Avoid engaging in third-party SEO activities that could conflict with the Agency’s efforts.

5. Performance Targets

While the Agency strives for measurable improvement, SEO performance is influenced by search engine algorithms and external factors beyond direct control.
The Agency does not guarantee specific rankings but guarantees consistent efforts, transparency, and continuous optimisation for growth.

6. Reporting and Review

Monthly performance reports include:

  • Ranking progress and keyword visibility
  • Organic traffic growth
  • Conversion data and ROI tracking
  • Technical audit summaries

Reports will be reviewed during monthly or quarterly calls.

7. Escalation & Resolution

In case of service concerns or performance disputes:

  1. The Client must report the issue in writing within 7 business days.
  2. The Agency will review and respond within 3 business days.
  3. A resolution plan will be implemented within 10 business days.

8. Termination

Either party may terminate the agreement with 30 days’ written notice, provided all dues are settled.
Upon termination, the Agency will deliver all completed work to date and revoke system access.

9. Liability

The Agency’s liability is limited to the fees paid for the specific month of the dispute.
We are not liable for indirect losses, such as ranking drops due to algorithm updates or external SEO interference.

10. Acceptance

By engaging our services, the Client acknowledges and accepts this Service-Level Agreement as part of the contractual relationship.