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Social Media SLA

Overview

This SLA is between Prophase Marketing and you, the client for the purposes of providing Social Media Management support.

This SLA outlines the parameters of the Social Media Management services to ensure they are mutually understood by Prophase Marketing and the client.

 

Goals & Objectives

The Goal of this agreement is to ensure the proper actions and expectations are laid out between provider and client. The goal is to achieve a mutually agreed upon ideation of services.

The Objectives are to provide clear reference to service ownership, accountability, roles and responsibilities. To present a clear, concise and measurable description of services provided to the client. To match expectations between provider and client regarding service support and delivery.

 

Stakeholders

Social Media Management Provider: Prophase Marketing (known as provider)

Customer: You and your business (known as client)

Periodic Review

This agreement is valid from the effective date listed after signatures on the bottom and is valid until further notice. This agreement should be reviewed by both parties annually and unless otherwise noted, will remail in place. It is up to the provider to instigate review with the client on an annual basis. Should changes be requested or deemed necessary the provider is to make said changes and obtain mutual approval.

Service Agreement

The following details the expectations of the provider regarding ongoing support of this agreement:

Scope:

The following services are covered by this agreement:

  • Monitored email support (included with all packages)
  • Telephone support
  • Telephone support available for select packages
  • Emergency onsite assistance (extra costs will apply)
  • Monthly system health check

Client Responsibilities

The following details the responsibilities of the client in support of this agreement:

  • Timely and in full payment for all services at agreed upon interval
  • Reasonable response time from client when resolving service-related incident request or setup processes
  • Continued and ongoing content sharing
  • Contests must adhere to the guidelines set forth by the specific social media platform
  • Images shared by the client on their social media pages while under contract with Prophase Marketing must not violate copyright or consent restrictions
  • All shared content must be labeled with all necessary product information

Provider Responsibilities

The following details the responsibilities of the provider in support of this agreement

  • Meeting expectations of response time associated with service-related incidents
  • Timely notification to customer for all scheduled maintenance

Service Assumptions

Changes to services will be communicated, documented, and agreed upon by both parties.

Billing

  • Billing will begin 30 days after initial onboarding call, or when content is live, whichever comes first. Typical onboarding timeline is 10-14 business days, contingent upon responsiveness of client.
  • Customer is responsible for the waived set up fee if services are cancelled prior to 90 days.

Service Availability

The following section provides details relative to service availability, monitoring of services within the scope of the agreement, and related components. With the exception of noted Holidays.

Service Availability

  • Email support monitoring times (included with all packages):
  • 8:00 AM – 5:00PM CST
  • Monday – Friday
  • Emails received outside of office hours will be collected, however response will take place the next business day
  • Telephone support times (available for select packages):
  • 8:00 AM – 5:00PM CST
  • Monday – Friday

Service Requests

The provider will respond to service-related incidents or requests submitted by the client within the following timeframes:

  • Within the same business day for issues classified as HIGH PRIORITIY
  • Within 2 business days for issues classified as MEDIUM PRIORITY
  • Within 5 business days for issues classified as LOW PRIORITY

 

Intending to be legally bound by this agreement, and acting in good faith, both parties hereby agree to the terms and conditions stated above.

Additionally, both parties hereby agree to the detailed timeline for the onboarding process, phase by phase, totaling 10-14 business days.

 


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The Client

EggCetera Café is two local restaurants in Mokena, Illinois, which is just outside of Chicago. They specialize in breakfast fare that is homemade and served with a friendly attitude.

The Challenge

The client needed more consistent and higher-level content that would draw in new customers and engage with the local community.

Eggcetera Cafe
The Solution

We focused on creating a uniform look of content that would be shared three times a week across Facebook, Instagram, and X. To expand their reach, we boosted two posts a month to catch people as they traveled through Mokena and enticed locals to eat at their restaurants.

The Result
  • 298 new followers in the last year.
  • They reached 270,780 users in a year.
  • Received 5,187 reactions in the past year.
  • Received 301 comments.
The Client

Mankato Brewery is a small craft brewer in south-central Minnesota. They run events and concerts in addition to brewing beer.

The Challenge

The client needed more content and consistent posting. They were previously posting events and beer releases as they came up, which limits their reach and engagement.

Mankato Brewery
The Solution

We focused on creating regular content with three posts a week. Then, to increase their engagement and reach, we boost two posts a month.

The Result
  • 741 new followers in the last year.
  • 1,698,228 users were reached in the last year.
  • Received 17,253 reactions in the past year.
  • Received 1,103 comments.
The Client

SkyStem is an account reconciliation software that improves internal controls and makes the financial close process.

The Challenge

The client wants to increase their brand awareness with the ultimate goal of gathering leads and turning them into clients.

SkyStem
The Solution

We decided that organic and paid social media was the best course of action. With the organic content, we post three times a week across Facebook, LinkedIn, X, and Instagram. We focus on LinkedIn to connect with businesses and increase leads by boosting one post a week to director-level and accounting professionals.

The Result
  • LinkedIn saw a 188-follower increase in the last year.
  • Overall new followers increased by 5x in the last year.
  • Overall reach increased by 46%.
The Client
Take Me Fishing is an organization committed to spreading the joy of fishing and boating to all ages, genders, and cultures while increasing awareness and appreciation of the protection, conservation, and restoration of America’s aquatic nation resources.
The Challenge

The client wanted to uniquely celebrate and educate anglers and boaters of every experience on all things American waterways. Their goal was to share resources, especially their blog, with as many like-minded people as possible.

Take Me Fishing
The Solution

We focused on creating daily posts directed to a recent blog article to engage current followers. In order to reach new people, we boosted two to four posts every week, plus additional video posts produced by the client.

The Result
  • Since May 2022, we helped the client increase their following by over 31,000 people on Instagram, over 247,000 followers on Facebook, and over 63,000 followers on X.
  • The client’s total engagement increased by 138.3% across all platforms.
The Client
Meat Asia BBQ is a growing and developing Brooklyn-based food company specializing in Asian skewers and so much more. They want to build brand awareness and pivot social media content to reflect a more Asian, modern, pop and graffiti style.
The Challenge
Meat Asia is event-based and does not currently have a website. They want to pivot their content to a more eye-catching and graphic style. Overall, the challenge is to create great content that will connect with people and gets them to order their food and attend their events without external information, like a website.
The Solution

We’ve focused on developing the style of the images with a mix of Asian and New York flair. It has included adding their logo to very dynamic art and photography, making memes with manga, and editing “urban” photography with their branding. It’s all about being fun and creative.

The Result
  • Overall, we increased their following by 14% in 21 days
  • On Facebook, we increased their following by 20% in 21 days
  • On Instagram, we increased their following by 14% in 21 days
  • On Instagram, we increased total engagement by nearly 80% in 21 days
The Testimonial

Our Sales Team received a voicemail complimenting their Social Media Specialist on how happy they are with how services are going so far. They reiterated this sentiment with “OMG, you nailed it!” on recent feedback on new content.

The Client
Hail Shelter Car Covers are the only covers on the market today that truly protect against hailstorms. Many claim to protect against hail, but they just fall short. Until now, the idea of a versatile car cover that protects against hail did not exist. Their covers are engineered with unmatched Multi-Layer designs consisting of three patented, industry-leading, protective materials. The High Impact Absorption Materials are engineered to protect your investment from Hard Impact. They tested well up to Pool Ball (2″) Size Hail.
The Challenge

There is a large market for car covers of all kinds, but our duty was to help this company differentiate itself against competitors. Additionally, they don’t have a physical store – meaning we needed to convince those to purchase something without ever feeling it or seeing it with their own eyes.

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The Solution
We’ve focused our social strategy on making known what makes this car cover so great compared to others. We’ve mixed social mediums – graphics, videos, and a contest. We wanted to highlight the emotion between a person and their vehicle and why it’s important to offer their car protection.
The Result
  • Sales have increased, resulting in this company needing a larger manufacturing facility.
  • Instagram & Facebook reach and profile visits have down exponentially from the start.
The Testimonial

“We have been working with ProPhase marketing for almost a year now. We tried to manage all our social media in-house, but it took too much time and was not as efficient. We needed professional help, so I did a lot of research and decided on ProPhase marketing because of their flexible plans. I was immediately impressed with their quality of their product and service. They are extremely professional, courteous, and very knowledgeable in their field. We get many compliments on our posts. The feedback is that the posts are professional, simple so as not to confuse, and consistent. I work closely with my account manager, Paige, and she is awesome! I could not be happier with ProPhase marketing. I’m so happy we found them!”