Client Support
Service Level Agreement
What you can hold us to — measurable, published, and the same for every client.
Commitments at a glance
Response Times
1 business day for any written request, 4 business hours for an account outage or runaway spend, same-day escalation to a senior media buyer when a campaign is paused by platform policy.
Optimisation Cadence
Daily spend and pacing monitoring, weekly search-term, bid and audience passes, monthly creative tests and budget reallocation.
Reporting Standards
Live dashboard from launch day, written monthly report within 5 business days of month end, and a 30-minute review call each month.
What is covered
- A named account manager plus a documented deputy — you always know who owns your campaigns and who answers when they are away.
- Campaign monitoring on every business day, with alerts acted on rather than merely logged.
- Conversion tracking health checks each month, including tag firing, duplicate conversions and attribution windows.
- A minimum creative refresh every month for active Meta Ads ad sets, and continuous search-term harvesting for Google Ads.
- Written reporting that reconciles to your ad platform totals — no selective metrics, no vanity numbers presented as performance.
- Secure handling of account access, with permissions revoked immediately when a team member leaves your account.
What is not covered
- Guaranteed rankings, cost per acquisition or return on ad spend. Auction outcomes depend on your offer, site, season and competitors; we commit to process and to reporting the truth, never to a fixed number.
- Decisions made by Google or Meta — policy rejections, account suspensions, algorithm changes and auction volatility are outside our control. We commit to responding to them within the times above.
- Delays caused by missing approvals, assets or account access. The clock stops while we wait, and we always record the wait in writing.
- Work outside the signed scope — additional landing pages, email marketing, SEO or channels not listed in your package. We quote these separately.
Raising a miss & service credits
- Tell us. Email hello@silicon-valleys.com with your request number and the commitment that was missed — a late report, an unanswered message, an optimisation pass that did not happen.
- We assess. You get a written response within 2 business days: what happened, why, and the fix with a date.
- Credit or remediation. Where a published commitment is missed twice in any rolling quarter, we credit 10% of that month's management fee, or deliver the equivalent work at no charge — whichever you prefer.
This Service Level Agreement is provided by Silicon Valley Technology Limited and applies to every engagement purchased through silicon-valleys.com. It forms part of our Terms of Service, and clients on custom scopes receive their commitments in the signed proposal — never weaker than what is published here.
Something not meeting the standard? Contact us — it reaches a senior media buyer, not a queue.