This page outlines the Service Level Agreement (SLA) framework used by Advento Digital Solutions ("Advento", "we", "us", "our") as a foundation for all client engagements. Advento does not operate on a fixed, generic SLA — instead, every agreement is drafted and negotiated individually to reflect the specific scope, services, and requirements of your project.

By engaging Advento for any service, both parties enter into a written agreement that governs deliverables, timelines, communication standards, responsibilities, and escalation procedures. This document describes what all Advento SLAs typically cover and the principles that underpin them.

The scope of services covered under an Advento SLA will vary by engagement. The written agreement will precisely define what services are included, what falls outside of scope, and the process for requesting additional or out-of-scope work.

Any service that falls outside the agreed scope will require a scope change request. Advento will provide a revised estimate and both parties must agree in writing before additional work begins.

Advento commits to clearly defined response and resolution time windows in every SLA. These are negotiated based on the nature of the engagement and the client's business requirements. The following represents our standard framework — actual commitments in your agreement may differ.

• ✓
  General Queries & Updates: Response within 4 business hours via WhatsApp or email during standard business hours (Mon–Sat, 9 AM–7 PM IST).
• ✓
  Campaign & Performance Issues: Acknowledgement within 2 business hours; resolution or escalation within 24 hours.
• ✓
  Critical Errors (Ads Paused, Website Down): Response within 1 hour during business hours; emergency contact procedure defined in your individual SLA.
• ✓
  Revision Requests: Timelines communicated at request receipt; standard turnaround defined per service type in your agreement.
• ✓
  Monthly Reporting: Delivered by the date agreed in your SLA — typically within the first 5 business days of each calendar month.

All deliverables — creatives, reports, optimisation summaries, technical handovers — will be specified in the written SLA before the engagement commences. Advento will not accept verbal agreements on deliverables; everything is documented.

• ✓Deliverable formats, quantities, and deadlines are written into the agreement.
• ✓Reporting cadence (weekly, fortnightly, monthly) is agreed per client.
• ✓Access to live dashboards or platform reports may be provided depending on the service.
• ✓Performance benchmarks and KPIs are discussed and documented — not guaranteed as results, but tracked transparently.
• ✓All client-owned assets (ad accounts, creatives, copy, data) remain the property of the client and are returned upon request or at the end of an engagement.

A service level agreement is a two-way commitment. Advento's ability to meet its obligations is directly dependent on the client meeting theirs. Every Advento SLA will include clearly defined client responsibilities. These typically include:

• ✓Providing timely access to required platforms, accounts, and assets (ad accounts, website backends, brand guidelines).
• ✓Reviewing and approving deliverables (creatives, copy, reports) within the agreed turnaround window — typically 48–72 hours.
• ✓Providing a single designated point of contact for day-to-day communication.
• ✓Ensuring advertising budgets are funded and available on time to avoid campaign disruptions.
• ✓Communicating any business changes (product launches, promotions, pauses) with reasonable advance notice.
• ✓Keeping Advento informed of any platform, legal, or business constraints that may affect the service.

Advento follows a structured process to ensure every client receives an agreement that genuinely reflects their engagement — not a standard template with their name inserted.

If either party believes the terms of the SLA are not being met, the following escalation process applies across all engagements:

• ✓The affected party must raise the concern in writing (WhatsApp or email) describing the specific term and the perceived breach.
• ✓Advento's account manager will acknowledge the concern within one business day and initiate an internal review.
• ✓A written response with findings and a proposed resolution will be provided within 3 business days.
• ✓If the response is unsatisfactory, the matter may be escalated to Advento's senior management for final review.
• ✓All disputes are to be resolved amicably and in good faith before any external escalation is considered.

Ready to get started or want to understand what an Advento SLA would look like for your specific requirements? Reach out to us and we will walk you through the entire process — no obligation, no pressure.

• 💬
  WhatsApp: +91 6366312856 — typically responds within 30 minutes during business hours.
• 🌐
  Website: advento.in
• 📋
  Terms & Conditions: advento.in/terms
• 💳
  Refund Policy: advento.in/refund-policy
• 🔒
  Privacy Policy: advento.in/privacy-policy