Service Level Agreement (SLA)

Effective Date: August 31st, 2025.
Parties: This Service Level Agreement (“Agreement” or “SLA”) is made between MO55 Studio (“Service Provider,” “we,” “our,” or “us”), a design and marketing agency operating in the State of Florida, and the Client (“you” or “your”).

This SLA outlines the service standards, performance expectations, and responsibilities related to the design, marketing, and web development services provided by MO55 Studio.

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1. Scope of Services

The services covered by this SLA may include:

• Graphic Design (branding, marketing collateral, presentations, social media assets, etc.)

• Marketing Services (digital campaigns, content design, advertising creatives, etc.)

• Web Design & Development (UI/UX design, updates, landing pages, performance enhancements, etc.)

• Subscription-based design and marketing plans (Starter, Basic, Premium tiers).

Custom services outside these categories may be agreed upon in writing.

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2. Service Availability & Response Times

MO55 Studio will make commercially reasonable efforts to ensure the availability and timely delivery of services as follows:

• Business Hours: Monday – Friday, 9:00 AM – 6:00 PM EST (excluding Florida state and federal holidays).

• Support Response Time: Within 1–2 business days of receiving a service request or inquiry.

• Turnaround Times (by plan):

  • Starter Plan: 3–5 business days per task.

  • Basic Plan: 2–3 business days per task.

  • Premium Plan: 24–48 hours per task (priority).

Turnaround times may vary depending on task complexity, client responsiveness, or resource availability.

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3. Client Responsibilities

The Client agrees to:

• Provide complete and accurate project requirements, files, and feedback.

• Respond to requests for clarification or approval within a reasonable time (generally 2–3 business days).

• Ensure that all content provided (e.g., images, copy, brand assets) is legally owned or licensed for use.

• Maintain timely payment for services per invoice or subscription plan.

Delays in providing information or approvals may extend turnaround times.

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4. Performance Standards

MO55 Studio will:

• Deliver services in a professional and timely manner consistent with industry standards.

• Maintain secure storage and confidentiality of client-provided materials.

• Communicate any foreseeable delays promptly.

We do not guarantee specific business outcomes such as sales increases, SEO rankings, or marketing conversions.

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5. Remedies & Limitations

• If MO55 Studio fails to meet the agreed turnaround time without a valid reason, the Client may request a service credit of up to 10% of the monthly fee for that billing cycle.

• Service credits are the sole and exclusive remedy for SLA breaches.

• MO55 Studio’s total liability under this SLA shall not exceed the fees paid by the Client for the 3 months preceding the claim.

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6. Exclusions

This SLA does not cover:

• Delays caused by the Client’s failure to provide timely feedback or required assets.

• Work paused due to unpaid invoices.

• Force Majeure events (natural disasters, internet outages, pandemics, government restrictions, etc.).

• Third-party services outside of MO55 Studio’s control (hosting providers, ad networks, plugins, etc.).

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7. Confidentiality

Both parties agree to keep all non-public project information confidential, except as required by law or consented to in writing.

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8. Term & Termination

• This SLA begins on the Effective Date and continues until terminated by either party with 30 days’ written notice.

• Early termination by the Client does not relieve payment obligations for services already rendered.

• MO55 Studio reserves the right to terminate services for non-payment, breach of terms, or misuse of deliverables.

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9. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of Florida, USA, without regard to its conflict of law principles. Any disputes shall be resolved in the state or federal courts located in Miami-Dade County, Florida, and the Client consents to the jurisdiction of such courts.

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10. Entire Agreement

This SLA, together with MO55 Studio’s Terms of Service and any specific project proposals or contracts, constitutes the entire agreement between the parties and supersedes any prior understandings.

By engaging with MO55 Studio’s services, you acknowledge that you have read, understood, and agree to the terms of this Service Level Agreement.

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MO55 Studio
Email: mo55studio@outlook.com
Website: www.mo55studio.com