Service Level Agreement

First Draft

We will deliver your first draft within 48 hours of receiving:

• Your source content link (or upload confirmation)
• Your completed brief (target audience, key messages, any brand assets)

The 48-hour clock starts at the beginning of the next business hour after we receive both items.

Revisions

Once you submit revision requests, we will deliver the updated draft within 72 hours during Business Hours.

Revision cycles run Monday–Friday. Requests submitted Friday after 3:00 PM PT or on weekends begin the following Monday.

Urgent Questions

For time-sensitive questions outside of asset delivery, we commit to a 24-hour response during Business Hours.

Free Sample Audits

Free audits include processing of up to 1 source video with a maximum duration of 60 minutes per audit request.

Paid Plans (Founding Partners)

Standard monthly plans include processing of up to 2 webinars per month with a combined maximum duration of 120 minutes of source content.

Example: Two 60-minute webinars, or one 90-minute and one 30-minute webinar.

Content Beyond Fair Use

If you have longer source videos or need to process additional webinars:

• Split footage across multiple months (with advance notice)
• Purchase the "Extra Source Hours" add-on
• Discuss custom pricing with your account manager

Asset Quantity

The "30+ assets" mentioned in marketing refers to the typical output from processing 2 webinars per month within the 120-minute fair-use limit. This includes:

• 15 short-form video clips
• 20 social media posts (LinkedIn, Twitter/X, etc.)
• 1 long-form blog post per webinar (2 per month)
• 1 lead magnet per webinar (2 per month)
• 1 email newsletter per webinar (2 per month)

When Credits Apply

If we miss a stated turnaround time (first draft, revision, or urgent response) for reasons within our control, we will issue a service credit on your next invoice.

Credit Calculation

Service credits are calculated proportionally based on the delay:

• 1-24 hour delay: 5% credit of monthly subscription
• 25-48 hour delay: 10% credit of monthly subscription
• 49-72 hour delay: 20% credit of monthly subscription
• 73+ hour delay: 30% credit of monthly subscription

Exclusions

Service credits do not apply when delays result from:

• Incomplete or missing source materials from client
• Client delays in providing revision feedback or approvals
• Requests that exceed fair-use scope without prior arrangement
• Force majeure events (natural disasters, internet outages, etc.)
• U.S. federal holidays

Sole Remedy

Service credits are the sole and exclusive remedy for SLA misses.

Credits cannot be exchanged for cash, only applied to future invoices. Credits expire after 6 months if unused.

Business Hours

SLA clocks run only during Business Hours: Monday–Friday, 9:00 AM to 6:00 PM Pacific Time.

Clock Start Times

• Submissions during business hours: Clock starts immediately
• Submissions before 9:00 AM PT: Clock starts at 9:00 AM
• Submissions after 6:00 PM PT: Clock starts at 9:00 AM next business day
• Weekend submissions: Clock starts at 9:00 AM Monday

Holidays

The SLA clock pauses on U.S. federal holidays. We will notify you of observed holidays in advance via the client portal.

Clock Pauses

Clocks pause when:

• We're waiting for client input, approvals, or assets
• Client requests a pause via the portal or email
• Technical issues prevent us from accessing your source materials

We will notify you via the portal when clocks are paused and when they resume.

Tracked Channels

For SLA purposes, "response" and "resolution" clocks apply only to communication through these official channels:

• Client portal comments and notifications
• The original request thread you initiated
• Email to jovanny@gtmlabs.io

Non-Tracked Channels

Messages sent via Slack, LinkedIn DM, text message, or other informal channels do not start or stop SLA clocks. We will acknowledge these messages and route them to the appropriate tracked channel.

Portal as Primary Channel

We strongly encourage using the client portal for all requests and feedback. The portal:

• Automatically timestamps all communications
• Keeps assets, feedback, and history in one place
• Sends you notifications at key milestones
• Provides transparency on SLA clock status

Monthly SLA Report

At the end of each month, we provide an SLA compliance report showing:

• Average first draft turnaround time
• Average revision turnaround time
• Number of deliveries on-time vs. delayed
• Any service credits issued

Reports are available in your portal dashboard and sent via email.

Real-Time Clock Visibility

You can view SLA clock status for active requests at any time in your client portal. Each request shows:

• Current stage (draft, revision, completed)
• Hours elapsed / hours remaining
• Whether the clock is running or paused
• Estimated delivery time