Megvi Digital, a division of Megvi Digital Marketing – L.L.C – S.P.C, is committed to delivering high-quality digital marketing services to all clients. This Service Level Agreement (“SLA”) outlines our general commitments regarding service delivery, response times, support, and performance standards. Please note that this SLA is for informational purposes and that the specific terms, metrics, and remedies governing services provided to any client are defined in the signed client contract. The SLA in your contract shall take precedence.
Service Commitment
Megvi Digital strives to provide all services in a professional, timely, and accurate manner, using industry best practices and standards. While we aim for continuous service availability and performance excellence, some aspects of service delivery are dependent on factors outside our control, including third-party platforms, client-provided information, and external market conditions.
- Our commitment includes strategic setup, execution, monitoring, optimization, and reporting of campaigns.
- Service delivery will be conducted in accordance with the agreed-upon scope of work and timelines defined in the contract.
- Any deviations, delays, or exceptional circumstances will be communicated promptly to the client.
Response and Support
Megvi Digital provides support to clients via email, phone, or approved communication channels. Our general response commitments are as follows:
- General inquiries: within 24 business hours.
- Technical support or campaign issues: within 12 business hours.
- Urgent matters: immediate acknowledgment and prioritization, subject to the nature and complexity of the issue.
Specific support hours, escalation procedures, and priority definitions will be detailed in the client contract.
Service Performance
While performance outcomes (such as lead volume, ROI, or impressions) are subject to market conditions and campaign variables, we commit to:
- Setting up campaigns according to best practices.
- Regular monitoring and optimization to improve results.
- Transparent reporting on performance metrics.
Any guaranteed performance metrics, if agreed upon, will be explicitly stated in the client contract. Megvi Digital does not guarantee specific results outside of what is contractually defined.
Service Credits and Remedies
Where applicable, service credits or remedies for failure to meet agreed-upon service levels will be clearly defined in the client contract. Megvi Digital may provide partial or full service fee adjustments only as specified in the contract. General notes in this SLA are illustrative and not binding unless included in the signed agreement.
Client Responsibilities
To ensure optimal service delivery, clients are expected to:
- Provide accurate, complete, and timely information relevant to the services.
- Grant necessary access to platforms, accounts, or tools required for campaign management.
- Respond promptly to queries, approvals, and requests from Megvi Digital.
Failure to meet these responsibilities may affect campaign performance, response times, or other service outcomes.
Data Handling and Security
Megvi Digital treats all client information with the highest confidentiality and security standards. All client data is handled in accordance with applicable laws and regulations of the United Arab Emirates and the signed contract.
- Access to client data is restricted to authorized personnel only.
- Electronic storage, transmission, and reporting follow secure industry-standard protocols.
- Megvi Digital will not use client data for purposes outside the scope of the services without prior written consent.
Modifications
This SLA may be updated or revised periodically. Any changes communicated on this website or through other channels are for informational purposes only and do not replace or modify the SLA defined in your client contract. The SLA in the contract is final and binding.
Limitation of Liability
Megvi Digital shall not be liable for indirect, incidental, or consequential losses arising from service delivery, except as specifically defined in the client contract. General service commitments, best efforts, and advisory support are provided without warranties of guaranteed results unless expressly agreed upon in the contract.
Governing Law
This SLA and any related services are governed by the laws of the Dubai, United Arab Emirates. Any disputes arising under this SLA shall be subject to the non-exclusive jurisdiction of the courts of Abu Dhabi or the federal courts of the UAE.