Service Level Agreement
Our approach to client support
At Moyralla Marketing, we believe good marketing isn’t just about the work we deliver. It’s also about being responsive, communicating clearly and making sure you know what to expect from us.
This Service Level Agreement explains how we handle client support, website issues, requests and general communication.
It applies to our standard services, including website design and support, social media management, email marketing and SEO.
If your individual proposal, retainer or other agreement with Moyralla Marketing contains different terms, those agreed terms will take priority.
When we’re available
Our usual working hours are:
Monday – Friday, 9am – 5pm
We are closed on UK bank holidays and during any published business closure periods.
We aim to respond to enquiries and support requests within one working day during our normal working hours.
This is a response target rather than a guarantee that the requested work will be completed within that timeframe. More complex requests may require additional time, investigation or input from third parties.
Getting in touch
The best way to contact us is by email or through any agreed communication channel.
Using these channels means we can keep a record of your request, understand what needs to be done and make sure it is followed up appropriately.
For anything time-sensitive, please make this clear when contacting us.
Website issues
If your website develops a genuine fault that prevents an important part of the site from working correctly, we will prioritise investigating it.
We aim to acknowledge website issues within one working day during our normal support hours.
Some issues can be resolved quickly, while others may require more investigation. For example, a problem may be caused by a WordPress update, plugin, theme, hosting provider or third-party integration.
Where the issue is outside our direct control, we will explain what is happening and advise on the next steps wherever possible.
New website warranty
When we launch a new website for you, we want to make sure it is working as agreed.
Unless your proposal states otherwise, new websites are covered by a one-month warranty period from the agreed launch date.
During this period, we will correct genuine errors or bugs that relate to the agreed website build at no additional charge.
The warranty does not cover:
- New functionality requested after launch
- Changes to the original specification
- Content amendments
- Problems caused by changes made by the client or another third party
- Issues caused by third-party software or services
- General website maintenance
- Updates or improvements requested after launch
Once the warranty period has ended, ongoing website support is only included where you have a separate maintenance or support agreement with us.
Website maintenance
Websites need ongoing care to remain secure, stable and up to date.
Depending on the service you have with us, website maintenance may include things such as WordPress, theme and plugin updates, backups, security monitoring, troubleshooting and technical amendments.
The exact services included will always be set out in your individual agreement.
If you do not have an ongoing maintenance agreement, we can still help with website support where possible. Additional work will normally be charged at our applicable hourly or project rate, and we will confirm costs before undertaking significant chargeable work.
Social media services
For clients using our social media management services, your proposal or retainer will set out the platforms, content frequency and services included.
We will work to the agreed content schedule and strategy.
To keep things moving, we rely on clients providing information, images, offers, news and approvals when required.
If content is waiting for approval or we are waiting for information from you, this may affect the planned publication date.
While we will always work towards achieving the agreed marketing objectives, we cannot guarantee specific levels of reach, engagement, followers, enquiries or sales from social media activity.
SEO services
SEO takes time and is influenced by many factors outside our control.
Where SEO forms part of your service, we will complete the work outlined in your proposal and provide any agreed reporting.
We cannot guarantee specific Google rankings, traffic levels, leads or conversions.
Search engine algorithms, competitor activity, search trends, website changes and other external factors can all affect results.
Email marketing
Where email marketing is included within your services, the agreed frequency, platform and scope will be outlined in your proposal or retainer.
We will prepare campaigns using the information and assets provided and follow the agreed approval process.
Clients are responsible for ensuring that any mailing lists or customer data supplied to us have been collected and can legally be used for marketing purposes.
We cannot guarantee email delivery or engagement, as these can be affected by recipient settings, spam filters, email providers and third-party platforms.
What we need from you
Good marketing is a two-way process.
To deliver work effectively, we may need you to provide:
- Accurate information and instructions
- Website, social media or marketing platform access
- Images, logos and other brand assets
- Feedback and approvals
- Relevant business updates, offers or news
- Any other information needed to complete the agreed work
Where we are waiting for information or approval, we cannot be responsible for delays to the agreed schedule.
Work outside your agreement
Our clients often ask us to help with things that sit outside their usual monthly service. We’re happy to help where we can.
If something falls outside your agreed scope, we will let you know and, where applicable, provide a cost before proceeding.
We won’t simply add unexpected charges to your invoice without making you aware that additional work is required.
Third-party services
Some of the work we provide relies on platforms and services operated by other companies, including website hosting providers, WordPress, Google, Meta, LinkedIn, email marketing platforms and other software providers.
We will do what we reasonably can to investigate and resolve problems, but we cannot accept responsibility for outages, platform changes, account restrictions, algorithm changes, security incidents or other issues caused by third parties.
If something goes wrong
We’re human. Things can occasionally go wrong.
If you’re unhappy with our service, something hasn’t been delivered as expected or you have concerns about how we’ve handled something, please tell us.
Your first point of contact should be your usual contact at Moyralla Marketing. We’ll listen, investigate what has happened and do our best to put things right.
If you would like to make a formal complaint or escalate the matter, please contact the directors:
By email: info@moyrallamarketing.co.uk
By post: Moyralla Marketing Ltd, Kelsmcott, Hattingley Road, Medstead, Alton GU34 5NQ
We will acknowledge formal complaints and aim to provide a full response within 28 days.
In short
We don’t believe support should be complicated.
Our commitment is to communicate clearly, respond within the timeframes above, do the work we’ve agreed to do and be upfront when something falls outside your existing service.
If you need help, just ask. If we can’t do something, we’ll tell you. And if we’ve got something wrong, we’ll work with you to fix it.