The Social Media SLA is essential for organizations engaging professional social media management services in Singapore. It provides a framework for measuring and maintaining service quality while ensuring compliance with Singapore's stringent digital regulations. The document specifies key performance indicators, response times, content moderation standards, and data protection protocols. Used when establishing or formalizing social media management relationships, this agreement protects both service providers and clients while adhering to PDPA, POFMA, and other relevant Singapore legislation.
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1. Parties: Details of service provider and client organization
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including platform-specific terminology
4. Service Levels: Specific performance metrics and standards for social media management
5. Response Times: Agreed timeframes for various types of responses and content management
6. Data Protection: PDPA compliance requirements and data handling procedures
7. Content Moderation: Standards and procedures for content management and compliance with POFMA
8. Term and Termination: Duration of agreement and conditions for termination
9. Fees and Payment: Payment terms, fee structure, and billing procedures
1. Crisis Management: Procedures for handling social media crises and emergency response protocols
2. Influencer Management: Guidelines for managing influencer relationships and compliance with advertising standards
3. Analytics Reporting: Specific metrics, reporting requirements, and performance tracking procedures
4. Compliance with Platform Policies: Specific requirements for compliance with individual social media platform policies
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and targets
2. Schedule 2 - Rate Card: Pricing for various services and additional work
3. Schedule 3 - Content Guidelines: Specific content standards and brand guidelines
4. Schedule 4 - Response Matrix: Classification of different types of posts/comments and required response times
5. Schedule 5 - Escalation Procedures: Detailed steps for handling different types of issues and incidents
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