Service Level Agreement

Last Updated: March 22, 2026

1.0 Scope of Agreement

This Service Level Agreement (SLA) defines the performance standards for SMM Asia's regional marketing infrastructure. It ensures accountability across our strategy, creative, and governance layers.

2.0 Support & Responsiveness

We commit to the following response times for active Growth and Regional retainers:

Severity Level	Response Time	Description
Critical (P1)	4 Hours	Regional branding crisis or major platform outage.
Standard (P2)	24 Hours	Strategic adjustments or technical optimizations.
General (P3)	48 Hours	Reporting queries and general infrastructure support.

3.0 Uptime & Narrative Governance

We maintain a 99.9% uptime for our regional reporting portals and narrative control systems. This excludes scheduled maintenance windows and third-party platform (Facebook/Instagram/TikTok) outages.

4.0 Performance Reporting

Clients receive monthly consolidated regional reports. Regional Control retainers receive weekly governance updates and real-time dashboard access where applicable.

Ready to Govern Your Regional Presence?

Start with a scope assessment. We'll map your current markets, identify execution gaps, and outline the infrastructure required — without obligation.

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Consultation-first · Scope-assessed · No obligation · Regional expertise

South East Asia

East Asia

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