This SLA Digital Marketing agreement is designed for use in the Malaysian market where businesses engage professional digital marketing services under defined performance metrics and service standards. The document serves as a comprehensive framework for establishing and managing digital marketing service relationships, incorporating requirements under Malaysian law including data protection, electronic commerce, and communications regulations. It is particularly relevant in today's digital-first business environment where measurable marketing outcomes and clear service standards are essential. The agreement includes specific provisions for service delivery, performance measurement, reporting obligations, and compliance requirements, making it suitable for both service providers and businesses seeking to formalize their digital marketing arrangements with clear accountability and deliverables.
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1. Parties: Identification of the service provider and client, including registered addresses and company registration numbers
2. Background: Context of the agreement and brief description of the digital marketing services to be provided
3. Definitions: Detailed definitions of technical terms, marketing metrics, and other key terms used in the agreement
4. Scope of Services: Comprehensive outline of digital marketing services covered under the agreement
5. Service Level Commitments: Specific performance metrics, response times, and service quality standards
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Reporting Requirements: Frequency, format, and content of performance and campaign reports
8. Client Obligations: Client responsibilities, including providing necessary access, content, and approvals
9. Data Protection and Privacy: Compliance with PDPA and data handling procedures
10. Intellectual Property Rights: Ownership and usage rights of marketing materials and content
11. Payment Terms: Fee structure, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Procedures for handling disagreements and escalation processes
14. General Provisions: Standard legal clauses including governing law, notices, and force majeure
1. Social Media Management: Specific terms for social media platform management, used when social media services are included
2. SEO Services: Detailed terms for search engine optimization services, included when SEO is part of the scope
3. Content Creation: Terms regarding content development and approval processes, used when content creation is included
4. PPC Advertising: Terms for pay-per-click advertising management, included when PPC services are offered
5. Crisis Management: Procedures for handling social media or PR crises, included for high-profile clients
6. International Marketing: Additional terms for multi-jurisdiction campaigns, used when international marketing is included
7. Agency-Client Communication: Specific communication protocols and tools, included for complex projects
1. Schedule A - Service Specifications: Detailed breakdown of each digital marketing service and deliverables
2. Schedule B - Service Level Metrics: Specific KPIs, targets, and measurement methodologies
3. Schedule C - Fee Schedule: Detailed pricing, payment terms, and additional costs
4. Schedule D - Approved Platforms: List of authorized marketing platforms and tools
5. Schedule E - Response Time Matrix: Expected response times for different types of requests and issues
6. Appendix 1 - Reporting Templates: Standard formats for various performance and campaign reports
7. Appendix 2 - Contact Details: Key personnel and escalation contacts for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
E-commerce
Retail
Technology
Financial Services
Healthcare
Education
Hospitality
Real Estate
Professional Services
Manufacturing
Consumer Goods
Entertainment
Telecommunications
Relevant Teams
Marketing
Legal
Procurement
Operations
Digital
Business Development
Compliance
Finance
Creative
Analytics
Client Services
Strategy
Relevant Roles
Marketing Director
Digital Marketing Manager
Chief Marketing Officer
Operations Manager
Procurement Manager
Contract Manager
Legal Counsel
Business Development Manager
Account Manager
Digital Strategy Director
Social Media Manager
Content Marketing Manager
SEO Specialist
Chief Digital Officer
Marketing Operations Manager
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