Service Level Agreement (SLA) for Marketing Requests

SLAs Including Urgent Requests

Criteria for Urgent Requests:

1. Time-Sensitive Opportunity (ex: last-minute event sponsorship, or a response to a trending topic that would significantly benefit the company's visibility or reputation if acted upon promptly)
2. Issue Resolution (ex: correcting a significant mistake in a previously sent communication or addressing a pressing customer complaint through targeted communication)
3. Legal or Compliance Requirement (ex: sudden legal or compliance demand)
4. High Impact on Revenue (ex: providing necessary marketing collateral or support for a sales pitch to a high-value prospect)

Why do we ask for a certain period of prior notice to the marketing request?

1. Email Direct Marketing (EDM) for Events: Allows time for content creation, approval, and scheduling while adhering to the marketing calendar to avoid customer overtouch. Provides customers with enough notice to adjust their schedules to attend the event. To check if the list of contacts are legally opted-in so we comply to GDPR practices. 2 emails / week is the rule of thumb.
2. Social Media Posts (e.g., LinkedIn, KakaoTalk): Ensures adequate time for drafting posts, obtaining necessary approvals, and aligning with the overall social media strategy. Shorter lead times are possible due to less complex approval processes compared to EDMs. 
3. Event Support: Major events require extensive planning, coordination with vendors, and promotional activities. Smaller events or webinars may require less time but still need proper planning for execution, promotion, and attendee management. 
4. Promotional Material Creation: Allows time for design, content creation, revisions, and printing (if applicable). Digital materials may have shorter timelines but still require design and approval time.
5. Content Creation (e.g., Blog Posts, Case Studies): Provides time for research, writing, review, and revisions. Complex topics or those requiring input from multiple stakeholders may require additional time.
6. Paid Advertising Campaigns: Necessary for campaign strategy development, audience targeting, creative development, and platform-specific optimizations. Also allows time for pre-launch testing.