Service Level Agreement (SLA)

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1. Purpose

This Service Level Agreement (SLA) outlines the expectations, service commitments, turnaround times, and responsibilities for all clients engaging with MATES Unipessoal LDA (the “Provider”). This document serves as a reference for our standard operating procedures and is incorporated by reference into all Client Proposals and Contracts.

2. Scope of Services

Depending on the specific service package or Statement of Work agreed upon, the Provider delivers:

2.1 Email Design & Production

• Email concepts and final visual designs.

• Responsive HTML builds.

• Dynamic components and reusable modules.

2.2 ESP Management

• Campaign scheduling and deployment.

• Segmentation logic and reporting.

• Flow/automation implementation.

2.3 Creative & Production Strategy

The Provider may support the Client with creative strategy services aimed at enabling scalable, consistent, and effective creative production. This may include:

• Application of proven creative and planning frameworks to define objectives, priorities, and success criteria
• Translation of strategic goals into practical creative plans, timelines, and delivery phases
• Review and optimisation of existing creative systems, including design systems, templates, and modular structures
• Guidance on the use of structured methodologies (e.g. campaign frameworks, creative roadmaps, system-led design approaches) to improve efficiency and governance
• Alignment on creative standards, decision-making principles, and ways of working across teams

These services are advisory and strategic in nature and are intended to support and inform subsequent production work. Specific scope, outputs, and deliverables will be defined in the applicable Proposal or Statement of Work.

2.4 Asset Production

• Social media, Paid Ads, Tradeshows, Wholesale Media, Print, and Video assets.

2.5 Service Targets This SLA defines service targets only. No service credits, refunds, or financial penalties apply unless expressly agreed in writing.

3. Service Availability

• Hours: Monday – Friday, (9:00 – 17:00 GMT).

• Closures: We observe standard Portuguese public holidays and previously communicated agency closures.

4. Response Times

Priority Level	Definition	Response Time
Urgent	Critical issues affecting live campaigns or immediate revenue loss.	Within 12 hours
High	Time-sensitive requests	Within 24 hours
Standard	Regular project briefs and general inquiries.	Within 2 business days

4.1 Urgency Protocol To ensure our team remains available for true critical incidents, the “Urgent” priority level is strictly reserved for situations involving immediate financial loss, reputation damage, or critical system failure.

Qualifying Incidents (Urgent):

• • Live Errors: A deployed email contains a broken link, incorrect pricing, or critical typo.

  • Automation Failure: A core revenue-generating flow (e.g., Welcome Series, Abandoned Cart) has stopped triggering.

  • Platform Outage: Immediate assistance needed regarding an active ESP lockout or hacking attempt.

  • Deadline Jeopardy: A scheduled campaign set to launch within 12 hours is blocked by a technical error.

Non-Qualifying Requests (Standard/High):

• • New Creative Briefs: “We need an email built for tomorrow.” (This constitutes a High Priority or Rush request, not a system emergency).

  • Aesthetic Tweaks: Updates to fonts, colors, or images on live or draft assets.

  • Late Feedback: Client delays in providing feedback do not automatically trigger an Urgent status.

4.2 Downgrade Policy:

1. 1. If a request is marked “Urgent” but does not meet the criteria above, the Provider reserves the right to reclassify the ticket to High or Standard priority and address it within the corresponding timeline. Repeated misuse of the Urgency status may result in a review of SLA terms.

4.3 Request submission Requests must be submitted via the agreed project management system, via email to the project manager or as an email to urgent@matesincorporated.com

5. Production Turnaround Times

Turnaround times begin only when the Provider has received all required materials (brief, copy, assets). Turnaround times are based on normal operating volumes and available capacity, as defined in the Terms of Business.

• Simple Requests: 3-5 business days.

• Complex Requests: 7-10 business days.

• Rush Work: Subject to availability and may incur an expedited fee (+25-50%) unless included in the retainer.

6. Revisions & Final Approval (Liability)

1. Revisions: Each deliverable includes up to two (2) rounds of creative revisions.

2. Client Approval Safety Net: The Client is exclusively responsible for the final proofreading of all content, including spelling, pricing, discount logic, and destination links.

3. Post-Deployment Liability: Once the Client provides written approval (or requests a campaign to be scheduled), the Provider is released from liability for any errors or omissions found after deployment. The Provider is not financially liable for lost revenue or reputational damage resulting from approved errors.

7. Quality Assurance & Rendering

1. Visual Parity: We aim for the best possible consistency across major email clients. However, 100% pixel-perfect matching across all devices/apps is technically impossible due to rendering engine variances.

2. Dark Mode: We design for Dark Mode compatibility, but cannot guarantee exact color matching where email clients (e.g., Gmail Android) force automated color inversion.

8. Platform & Deliverability

1. Deliverability: The Provider utilizes industry best practices for list hygiene and sending. However, we do not guarantee inbox placement. Spam filtering and “Promotions” tabbing are controlled by third-party ISP algorithms (Google, Microsoft, Yahoo) and the Client’s historical domain reputation. Deliverability outcomes are materially influenced by factors outside the Provider’s control, including sender reputation, list quality, and historical engagement.

2. Platform Outages (Force Majeure): The Provider is not responsible for missed deadlines or campaign failures caused by third-party platform outages (e.g., Klaviyo, Shopify, or Meta downtime).

9. File Delivery & IP Status

10. Client Responsibilities

1. Provide clear briefs and consolidated feedback.

2. Approve assets within 2 business days to maintain timelines.

3. Provide necessary access to ESPs and asset drives.

4. Failure to meet these responsibilities may result in delays, reprioritisation, or additional fees.

11. Volume & Capacity

1. Service levels and turnaround times are based on an agreed baseline volume of work. Where request volumes materially exceed this baseline, the Provider may propose revised timelines, reprioritisation, phased delivery, or additional resourcing at additional cost.

12. Confidentiality

1. Both parties agree to treat all non-public information, strategies, and customer data as strictly confidential. This obligation survives termination of the Agreement.