Digital Wizards Service Level Agreement (SLA)
Applies to Single Clients, White Labels, Volume-Based and Referral Partners
Overview
This Service Level Agreement (“SLA”) defines the standards, response times, and deliverables that govern all Digital Wizards SEO, SaaS, and Partner services.
It defines performance expectations, pricing requirements, and governance related to keyword volume, domain management, and client relationships under white-label or co-branded conditions.
It applies to all client and partner relationships, including white-label accounts, based on the domain name(s) under active management and the number of keyword phrases selected for service. Provisions for agency, reseller, and referral partners participating in the Digital Wizards Partner Program.
It defines performance expectations, pricing requirements, and governance related to keyword volume, domain management, and client relationships under white-label or co-branded conditions.
Partner Program Types
A. Volume-Based Partner
A Volume-Based Partner actively manages one or more client accounts through Digital Wizards platforms and receives discounted pricing based on total keyword volume across all managed domains.
Requirements:
- Maintain the minimum keyword volume per month as defined in the Volume Tier Table.
- Designate an internal Partner Manager responsible for communication with Digital Wizards.
- Ensure that all managed client domains comply with Digital Wizards’ Terms of Use and data requirements.
B. Referral Partner
A Referral Partner introduces new clients to Digital Wizards and earns a referral commission upon successful onboarding and payment of new accounts.
Requirements:
- Submit referred leads through the official Digital Wizards Referral Portal or approved CRM pipeline.
- Ensure client contacts are aware Digital Wizards may reach out directly for onboarding.
- Commissions are paid monthly for active, paying referred accounts.
Scope of Services & Governance
This SLA applies to all active domains enrolled in a Digital Wizards service plan—whether under a retainer, monthly subscription, project, or partner-based agreement.
- Each active domain enrolled under a Partner account is covered by the main SLA (per-domain basis).
- The scope of deliverables and reporting cadence are directly proportional to the number of keyword phrases selected for each domain’s plan.
- The SLA is governed by the Digital Wizards Master Services Agreement (MSA) and Terms & Conditions.
- Specific deliverables, dashboards, and campaign objectives are defined in the corresponding Proposal, Work Order, or Partner Agreement.
- The SLA’s response times, reporting cadence, and deliverables are governed by the number of keyword phrases selected per domain.
- Partner discounts and service tiers are determined by aggregate monthly keyword volume across all domains managed under the Partner account.
- Digital Wizards reserves the right to update this SLA at any time without prior notice.
Volume-Based Pricing Tiers
| Partner Tier | Monthly Keyword Volume | Discount Applied | Notes |
|---|---|---|---|
| Tier 1 | 100–249 keywords | 10% | Minimum active volume required |
| Tier 2 | 250–499 keywords | 15% | Includes white-label branding setup |
| Tier 3 | 500–999 keywords | 20% | Dedicated account manager, Priority support |
| Tier 4 | 1,000+ keywords | 25% | Dedicated account manager, API access |
| Tier 5 (Enterprise) | 2,500+ keywords | Custom | Strategic partnership, API Access |
Volume Maintenance: To retain a tier discount, partners must maintain their keyword volume within the tier range on a rolling 60-day average. Falling below the required volume automatically reverts pricing to the lower applicable tier or standard rate.
White-Label & Co-Branded Deliverables
- All deliverables (reports, dashboards, and assets) can be white-labeled with the partner’s branding.
- Partner may request custom report templates, email notifications, and domain-specific branding for premium tiers.
- Digital Wizards maintains ownership of all platform technology, automation tools, and data models powering campaign delivery.
- Partners are responsible for their own client-facing communication and are expected to maintain the same service standards outlined in the SLA.
Communication & Escalation
- Partners are assigned a Partner Success Manager (PSM) as their primary point of contact.
- All communications and service requests must be logged through Slack or via support@wizards.digital
- Emergency issues (e.g., client domain outage, dashboard failure, or data breach) must be reported to 911@wizards.digital
- Direct end-client contact by Digital Wizards will only occur if: (A) The partner provides written consent, or (B) The account is referred (not white-labeled).
Billing & Payment Terms
- All invoices are issued under the partner’s account based on the aggregate keyword total across managed domains.
- Payment terms are due upon service start unless otherwise specified in the Partner Agreement.
- Keyword volume adjustments are reflected in the next billing cycle.
- Inactive or paused domains will be removed from volume calculations at the end of the current billing period.
- Referral Partner commissions are paid within 60 days of each client’s completed payment cycle.
Data, Reporting & Confidentiality
- All keyword rankings, backlinks, and analytics data collected by Digital Wizards remain confidential and are never shared between partners.
- Each partner’s data is stored securely and segregated by account credentials and domain permissions.
- All NDAs, data privacy, and confidentiality clauses from the Terms of Service and SLA apply equally to Partner accounts.
Performance Standards
Digital Wizards applies the same performance targets from the core SLA to all Partner accounts:KPI Targets KPI Target Response Time Compliance95% On-Time Delivery95% Partner Satisfaction4.5 / 5.0 average Resolution Within Target90% Data Accuracy99% Volume Retention90% minimum to retain discount Termination & Transition
Either party may terminate the partnership with 30 days’ written notice. Upon termination, Digital Wizards will:- Provide a final export of campaign data for all active domains.
- Cease white-labeled reporting and access to shared dashboards.
- Revert all accounts to standard retail SLA coverage unless otherwise specified.
- Outstanding balances or unpaid invoices will be due upon termination.
Addendum Acknowledgment
This Partner Addendum is an official extension of the Digital Wizards Service Level Agreement (SLA) and is automatically incorporated into the Digital Wizards Partner Program Agreement upon signature.By maintaining active domains or keyword volume within the Partner Program, you acknowledge and agree to the terms contained herein.Outreach
Digital Wizards📧 support@wizards.digital🚨 911@wizards.digital📍 Headquarters: Boise, Idaho, USALast updated: November 24, 2024