Service Level Agreements

Our Service Level Agreement (SLA) explains what clients can expect from Uprise Up as their digital marketing agency and sets out the limits of our responsibilities. By ensuring all parties are clear from the outset helps streamline projects and ensure their timely delivery. You can also view our Terms and Conditions which form part of our contracts.

 

Client Management

Uprise Up will be available by telephone and email during the standard office hours of 9.00am to 5.30pm Monday to Friday (in an emergency contactable via mobile phone 8am to 10pm Monday to Sunday).

Any calls and emails will be responded to within 2 working days (it is very rare that we will not be able to reply within 1 working day).

We will do our very best to action any urgent client requests as quickly as possible but please be aware that we may need up to a week to schedule work.

For all clients commissioning us for 1 day or more per month, a monthly report will be provided by email, detailing results of all campaigns within 7 working days of the start of the new month.

Any additional reporting requirements must be agreed by both parties in advance, which may affect the speed of report delivery.

The agency will be available for monthly conference calls and for ad hoc meetings subject to requirements for all clients commissioning Uprise Up for 1 day or more per month.

Meeting notes will be provided to the client within 3 working days of a physical or telephone meeting.

We will provide at least 2 key points of contact to the client so there will always be someone available at the agency should one contact be absent.

 

Quality of work

Our aim is to develop a smooth system to develop client objectives as efficiently as we can, and then to constantly improve on that system.

An important starting point in this is to understand what our clients’ objectives are. Then within the first 3 months we’ll have a good understanding of what is possible.

From here we will be looking to ensure continued improvements as we optimise activity. We give clear and transparent reports on the results we can achieve and are proactive in reporting any issues to the client as they arise. If any client is unhappy with the results we invite them to contact John Onion as per our complaints procedure.

Please note, us achieving the best results for our clients depends on us having complete oversight on what happens in accounts as it happens. For this reason we ask clients (or their 3rd parties) not to make changes themselves but instead communicate any changes required to us so we can action them ourselves.

We actively seek to work in collaboration with clients that share niches with each other, as this synergy improves knowledge and results all round. If there are any specific organisations that you would prefer us not to work with (current clients aside) please do let us know.

 

Creative

Upon receipt of a completed creative brief from our clients (including any image files required), we will supply one initial creative within 5 working days.

3 sets of amends are included in the agreed initial creative cost. Any further amends will be charged at an agreed hourly rate.

Upon approval of the concept by the client, we will roll out the creative into other formats as agreed.

Creative concepts need to be approved by the client at least 10 working days before campaigns are due to commence.

Final approval of all creative by the client will be required 5 working days prior to the campaign start date.

Similarly, when clients are providing their own creative, it must be received by Uprise Up a minimum of 5 working days prior to the campaign start date.

We will review the client creative and reserve the right to feedback to the client if we feel it may impact the campaign results adversely.

 

Complaints Procedure

We take client complaints very seriously, and we ask that any complaints are made directly to the Managing Director of Uprise Up, John Onion. You can contact John Onion directly via email at john.onion@upriseup.co.uk or at the registered business address. Details are included below:

Our registered business address is:

Uprise Up ltd
21 Chiltern House
Chesham
Buckinghamshire
HP5 1PS

Email: john.onion@upriseup.co.uk