Finance
Performance Scoping + SLAs
Media, SEO and Data
Scoping
Senior team scope media projects based on a percentage of media spend to determine fees, ensuring contracts are detailed with clear deliverables, timelines, and responsibilities to set accurate expectations from the outset.
Media SLAs
It is important we manage client expectations and internal resourcing by sticking to paid media SLAs.
Tip: Ensure SLAs are shared with any client during onboarding. Refer back to SLAs to manage expectations.
| Task | Task Name | Task Description | Turnaround (business days) | Consideration |
|---|---|---|---|---|
| Launching Paid Media Activity | Launching Activity (Paid Search, Paid Social) | No more sign off is required, time to implement, check, and launch paid search in market. | 5 | We can not launch activity on Friday past midday. Activity can potentially be launched sooner if possible. If targeting is not changing, mid flight creative can be launched on Friday. |
| Ad Copy Writing | New search or social ad copy to be written with cross-checking | 5 | This covers a simple change in ad copy, such as changing a price or a date (note, if incorrect this task falls under 'urgent update'). We will need the client on hand to sign off any changes. We can not launch new copy on Friday past midday. | |
| Brief Response (media channel(s)) | For example a request to launch a new search strategy. Response includes targeting and ad copy. | 5-10 | Brief must be provided in full using the standard briefing sheet. This does not include the requirement for additional tracking to be implemented, or for web changes to be implemented. | |
| New Creative Upload | If new creatives need to be swapped / uploaded | 2 | This includes Fridays. | |
| Reporting | Top line data pull and insight | The team will pull data from media or analytics platforms. | 3 | Please provide clear timelines to be looked into, as well as all relevant information about the data required. |
| Project Style Reporting | This represents a larger data pull, to include analysis and action points. Example would be a report into the impact of social on search. | 10 | Please provide clear timelines to be looked into, as well as all relevant information about the data required. | |
| Other requests | Urgent update required | An urgent update on creative in market may be a change to an offering, or an error spotted in creative. | NA | This includes Fridays. |
| Adhoc emails | Response to ad hoc emails such as invoicing and general platform related questions and requests | 1 | An acknowledgment email from the person receiving the email will be given within 24 hours, the request turnaround will depend on the request. |
SEO SLAs
To be supplied.
Data SLAs
To be supplied.