This Service Level Agreement (SLA) outlines the duties, responsibilities, and expected performance levels governing the relationship between AdPay by Mercurie and its network of AdPay Experts in their support of AdPay customers.
1. Parties to the Agreement
AdPay by Mercurie: The entity responsible for facilitating Ad payment processing (Google Ads) and client acquisition for AdPay Experts.
AdPay Experts: Independent contractors who provide specialized digital marketing and related professional services.
AdPay Customers
2. Scope of Professional Services Provided by AdPay Experts
Professional Discipline | Service Description |
Google Ads Specialists | Campaign strategy development, implementation, optimisation, and performance reporting. |
TikTok Advertising Specialists | Creation, management, and performance analysis of advertising campaigns on TikTok. |
Social Media Management Professionals | Social media strategy formulation, content development, scheduling, and community engagement. |
Content Authors | Creation of blog articles, website content, marketing collaterals, and other written material. |
Brand Identity Designers | Design of logos, development of brand identity systems, and creation of visual assets. |
Web and Application Developers | Design, development, testing, and maintenance of websites and applications. |
Videographers | Video recording, production, and provision of raw footage. |
Video Editors | Video editing, post-production services, and delivery of final video files. |
3. Responsibilities of AdPay by Mercurie
To provide a way of listing vetted AdPay Experts.
To resolve disputes between any dissatisfied customer and an AdPay Expert.
To check in with customers to gather feedback on an AdPay Expert.
4. Responsibilities of AdPay Experts
To deliver professional services of a high standard to clients, as defined in the service request form.
To maintain consistent and prompt communication with both clients and AdPay by Mercurie.
To furnish regular progress updates and reports on completed work.
To adhere to project deadlines and deliverables stipulated in client agreements.
To uphold professional conduct and ethical standards in all engagements.
5. Payment and Invoicing Procedures
AdPay Experts shall share the invoices directly with the clients who request their services.
AdPay by Mercurie may request copies of invoices or work logs as part of its post-work review effort.
Payment terms shall be clearly defined for each project or service engagement between an Expert and the client.
6. Performance Standards
Performance Metric | Target |
Urgent Response Time | Response within 2 hours of receiving a request |
Standard Response Time | Initial response to client inquiries within 24 hours. |
Project Completion Timeliness | Completion in accordance with agreed project timelines and milestones. |
Service Quality | Maintenance of a high standard of work, meeting or exceeding client expectations. |
Reporting Accuracy | 100% accuracy in all reports submitted to AdPay by Mercurie and clients. |
Dispute Resolution Commencement Time | Initiation of dispute resolution procedures within 48 hours of notification and resolution within a reasonable timeframe. |
7. Dispute Resolution Mechanism
AdPay by Mercurie does not undertake to resolve disputes between AdPay Experts and clients. Our rigorous vetting process ensures that only the most competent agencies are onboarded to our expert community, thereby minimizing the likelihood of service-related disputes.
In the event of a dispute, AdPay Experts and clients are encouraged to communicate directly and attempt to reach an amicable resolution.
AdPay by Mercurie may, at its sole discretion, offer to facilitate communication between parties to a dispute, but will not act as a mediator or arbiter, and will not be liable for any outcomes or resolutions.
8. Confidentiality Provisions
AdPay Experts undertake to maintain the confidentiality of all client information and project details.
AdPay by Mercurie undertakes to protect the confidentiality of AdPay Expert information and client data.
9. Agreement Review and Amendment
This SLA shall be subject to periodic review and may be amended as necessary.
Any amendments to the SLA shall be communicated to all parties involved.
By continuing to use AdPay by Mercurie and AdPay Expert Program services, you acknowledge that you have read, understood, and agree to abide by this Service Level Agreement.
Signed
The AdPay Team