Service Level Agreement (SLA)

Last updated: 18/02/2025

1. Introduction

This Service Level Agreement (SLA) outlines the level of service ServiceProSEO provides to clients. It defines expected response times, reporting schedules, and service limitations to ensure transparency and consistency in service delivery.

2. Scope of Services

ServiceProSEO offers predefined and custom SEO service packages that may include:

Technical SEO Audits – Identifying website issues affecting search performance.
On-Page SEO – Optimisation of meta tags, content, and internal linking.
Content Marketing – SEO-friendly content creation and optimisation.
Local SEO – Google Business Profile management and local search optimisation.
Link Building – Ethical outreach and backlink acquisition.

Each package includes specific deliverables agreed upon at the start of the engagement.

3. Response Times

ServiceProSEO aims to respond to client queries and support requests within the following timeframes:

Type of Request	Response Time
General Enquiries	24-48 hours
Technical Support Issues	48 hours
Urgent Website Issues	24 hours (where possible)
SEO Strategy Adjustments	As per service package timeline

Response times apply during regular business hours, excluding weekends and UK public holidays.

4. Service Delivery Timeframes

SEO is a long-term process, and results depend on various factors, including competition, industry trends, and search engine algorithms. While we follow best practices, ServiceProSEO does not guarantee specific rankings or traffic increases within a fixed timeframe.

Estimated service timeframes:

SEO Audit & Initial Strategy Development: 7-14 business days
Monthly SEO Deliverables (Content, Link Building, etc.): Based on package specifications
Google Business Profile & Local SEO Updates: Within 5-7 business days of request

5. Reporting & Performance Monitoring

ServiceProSEO provides reports based on the agreed service package, which may include:

Monthly SEO Reports – Detailing keyword performance, traffic analysis, and site improvements.
Website Health & Technical Reports – Highlighting any detected technical issues.
Content & Backlink Reports – If applicable to the client’s package.

Reports are delivered via email or a shared dashboard.

6. Client Responsibilities

To ensure successful service delivery, clients must:

Provide accurate business information and website access credentials where necessary.
Implement recommended changes (if not handled directly by ServiceProSEO).
Inform ServiceProSEO of any website changes, migrations, or third-party interventions that may impact SEO performance.
Make payments on time as per the agreed terms.

Failure to fulfil these responsibilities may impact service outcomes and timelines.

7. Service Limitations

ServiceProSEO provides professional SEO services based on best practices and industry guidelines. However, the following limitations apply:

No ranking guarantees: Search engine rankings depend on numerous factors outside our control.
Algorithm changes: Search engines frequently update their algorithms, which may impact SEO performance.
Third-party services: We are not responsible for outages, penalties, or changes made by platforms such as Google, hosting providers, or social media networks.
Website maintenance & security: We do not provide web hosting, website security, or ongoing site maintenance unless specifically included in a service package.

8. Service Termination & Modifications

Either party may terminate or modify the service agreement by providing 30 days’ written notice, subject to the terms of the contract. Refunds or partial refunds are not offered for completed work or services in progress.

9. Changes to This SLA

ServiceProSEO reserves the right to update this SLA as needed. Clients will be notified of any significant changes affecting service delivery.

10. Contact Information

If you have any questions about this policy or need to report a violation, please contact us at:

ServiceProSEO
Email: hello@serviceproseo.co.uk
Phone: 01425 517001
Website: https://serviceproseo.co.uk
Address: 21 Pinewood Rd, Hordle, Lymington SO41 0GN