EakLab Service Level Agreement

1. Introduction

This Service Level Agreement (“SLA”) outlines the general service delivery standards, responsibilities, communication expectations, support principles, and performance framework applicable to services provided by EakLab.

EakLab is an AI-powered Revenue, Growth & Innovation company that brings together Growth, Engineering, Data, and AI capabilities to help businesses build digital capabilities, improve growth, use data effectively, adopt AI, and create scalable business solutions. Its service ecosystem includes areas such as performance marketing, organic marketing, web development, mobile app development, custom software development, ecommerce, data analytics and engineering, product engineering, DevOps, systems integration, API development, and AI transformation.

Because every project and business requirement is different, the specific service levels applicable to a customer may depend on the agreed scope, engagement model, technology environment, project requirements, and level of ongoing support.

This SLA is intended to provide a clear framework for how EakLab and its customers work together while maintaining flexibility for different types of engagements.

2. Purpose of This SLA

The purpose of this Service Level Agreement is to establish a shared understanding between EakLab and its customers regarding:

• Service delivery expectations
• Support and communication
• Project responsibilities
• Issue reporting and management
• Maintenance and optimization
• Service scope
• Customer responsibilities
• Changes to requirements
• Security and access considerations
• Service reviews and continuous improvement

The objective is to ensure that technology, growth, data, and AI initiatives remain aligned with the customer’s business objectives.

EakLab’s broader transformation approach follows a structured journey of Discover → Diagnose → Strategize → Build → Integrate → Launch → Optimize → Scale.

3. Scope of Services

The services covered by this SLA will depend on the customer’s specific agreement with EakLab.

Depending on the engagement, services may include:

Growth Services

• Performance Marketing
• Google Ads
• Meta Ads
• LinkedIn Ads
• SEO
• AEO
• GEO
• AI Visibility
• Conversion Optimization
• Marketing Analytics

Engineering Services

• Web Development
• Mobile App Development
• Custom Software Development
• Ecommerce Development
• Product Engineering
• Software Engineering
• Application Support
• Developer and Engineering Teams

Data & Technology Services

• Data Analytics
• Data Engineering
• Data Pipelines
• Data Integration
• Business Intelligence
• Dashboards
• DevOps
• Systems Integration
• API Development

AI Services

• Generative AI
• Agentic AI
• AI Applications
• AI Agents
• AI Integrations
• Intelligent Automation
• AI Transformation

The exact services, deliverables, timelines, responsibilities, and support requirements should be defined in the applicable proposal, statement of work, order form, project agreement, or other commercial document.

4. Service Delivery Approach

EakLab takes a business-led approach to service delivery. The appropriate solution is determined after understanding the customer’s objectives, requirements, existing systems, internal resources, technology environment, and long-term needs.

For technology and transformation initiatives, the process may include:

Discover → Diagnose → Strategize → Build → Integrate → Launch → Optimize → Scale

During the discovery stage, EakLab seeks to understand business objectives, customers, products, existing technology, data environments, operational processes, marketing ecosystems, and growth challenges.

The diagnostic stage focuses on identifying business gaps, technology limitations, data challenges, operational inefficiencies, customer experience gaps, and potential AI opportunities.

The resulting strategy can then establish priorities, implementation requirements, KPIs, technology architecture, data requirements, and potential AI initiatives before execution begins.

5. Engagement Models

EakLab may work with customers through different engagement structures depending on the nature of the requirement.

These may include:

Project-Based Engagement

Suitable for clearly defined objectives, scopes, deliverables, milestones, and timelines. Examples can include website development, mobile applications, custom software, ecommerce development, data engineering, API development, systems integration, AI applications, and marketing campaigns.

Dedicated Teams

A dedicated-team model may provide specialized professionals for ongoing technology, product, data, or AI requirements. Potential roles include software engineers, developers, data engineers, AI engineers, DevOps engineers, and product engineers.

Retainer Services

Retainer engagements may be appropriate for ongoing growth, technology, data, or AI support, including SEO, marketing analytics, website support, ecommerce support, analytics, reporting, and AI optimization.

Consulting

Consulting engagements may focus on strategy, advisory services, digital transformation, technology strategy, product strategy, data strategy, AI strategy, and transformation planning.

Managed Services

Managed services may involve ongoing management of a defined capability, such as website management, ecommerce management, data analytics, DevOps, application support, AI operations, or technology management.

The applicable engagement model and service commitments will be determined by the customer’s specific agreement with EakLab.

6. Support and Issue Management

Customers should report service-related issues through the communication or support channels agreed for their particular engagement.

When reporting an issue, customers should provide sufficient information to help EakLab understand and investigate the problem. This may include:

• Description of the issue
• Relevant screenshots or error messages
• Affected application, system, campaign, or service
• Date and time the issue was observed
• Steps required to reproduce the issue, where applicable
• Relevant access or technical information

Providing complete information can help reduce unnecessary delays during investigation and resolution.

Important: Specific response times, resolution targets, support hours, escalation procedures, and priority classifications should be stated in the applicable customer agreement where such commitments are offered. This general SLA does not establish fixed response or resolution times unless expressly agreed in writing.

7. Service Priorities

Where applicable, service issues may be categorized according to their business impact.

A higher-priority issue may involve a significant interruption to an important business function, while lower-priority issues may involve limited functionality, general requests, improvements, or non-critical defects.

The applicable priority definitions and response targets may vary according to the customer’s service agreement.

EakLab will assess reported issues based on factors such as business impact, affected systems, scope of the problem, technical dependencies, and available information.

8. Customer Responsibilities

Effective service delivery requires cooperation from both EakLab and the customer.

Customers are responsible for providing accurate requirements, timely feedback, appropriate access, relevant business information, and other materials reasonably required to deliver the agreed services.

Where a project depends on customer approvals, content, credentials, technical access, third-party services, or other dependencies, delays in providing these items may affect project timelines or service delivery.

Customers should also maintain appropriate authorization for any systems, platforms, data, or accounts to which EakLab is granted access.

9. Security and Access

Security considerations should be incorporated throughout the technology lifecycle.

Depending on the engagement, relevant considerations may include authentication, authorization, role-based access, least-privilege access, credential management, secure development practices, API security, encryption, logging, monitoring, and appropriate cloud security controls.

For AI-related projects, appropriate governance may also include consideration of AI outputs, data usage, model access, human oversight, privacy, security, monitoring, permissions, and failure handling.

The exact security controls will depend on the customer’s architecture, requirements, applicable policies, and agreed scope of services.

10. Maintenance, Optimization and Continuous Improvement

For ongoing engagements, service delivery may include monitoring, maintenance, optimization, reporting, and continuous improvement.

EakLab’s approach recognizes that launching a website, application, data system, marketing initiative, or AI solution is not always the end of the process. Performance may need to be reviewed and improved as business requirements, technology, customer behavior, and market conditions change.

Depending on the engagement, optimization may cover:

• Technical performance
• Campaign efficiency
• Customer experience
• Application functionality
• Data quality
• Analytics
• AI effectiveness
• Operational workflows
• Technology infrastructure

This supports EakLab’s broader objective of helping organizations create measurable and sustainable business outcomes.

11. Third-Party Services and Dependencies

Some EakLab services may depend on third-party platforms, APIs, cloud providers, advertising platforms, software vendors, payment systems, or other external technologies.

EakLab can support integrations across ecosystems such as CRM, ERP, ecommerce, payments, data platforms, cloud infrastructure, applications, APIs, and AI systems.

Where an issue originates from a third-party service, platform outage, API change, infrastructure limitation, policy change, or other external dependency, resolution may depend on that third party.

Any service commitments relating specifically to third-party systems should be defined in the applicable agreement.

12. Changes to Scope

Business requirements can change during a project or ongoing engagement. Requests that materially change the original scope, deliverables, technology requirements, integrations, timelines, or resource requirements may require additional review and approval.

Where appropriate, EakLab and the customer may agree on revised requirements, timelines, resources, pricing, or deliverables before the additional work begins.

For complex transformation initiatives, the commercial model itself may evolve as the customer’s needs change—for example, from consulting to project implementation and then to retainer or managed services.

13. Service Reviews and Performance

For applicable ongoing engagements, EakLab and the customer may review service performance, project progress, priorities, KPIs, outstanding issues, upcoming requirements, and opportunities for optimization.

The purpose of these reviews is to keep the engagement aligned with business objectives rather than focusing only on individual technical tasks.

The specific KPIs and performance measures will depend on the nature of the service and should be defined in the relevant agreement.

14. SLA Exclusions

Unless specifically agreed otherwise in writing, service-level commitments may not apply to circumstances outside EakLab’s reasonable control, including third-party platform failures, customer-caused issues, unavailable customer systems or credentials, changes to third-party APIs, force majeure events, or requirements outside the agreed scope.

Any specific exclusions or exceptions applicable to a customer’s engagement will be governed by the relevant contract or statement of work.

15. Agreement and Updates

This SLA should be read together with the customer’s applicable agreement, statement of work, proposal, terms and conditions, or other contractual documentation.

Where a customer-specific agreement contains service levels that differ from this general SLA, the customer-specific agreement will govern those services.

EakLab may update this SLA from time to time to reflect changes to its services, processes, technology environment, or business requirements. The latest version published on this website will apply to general website information, while contractual commitments will remain subject to the applicable customer agreement.

16. Our Commitment

EakLab’s goal is to build long-term relationships around clear communication, practical technology adoption, business-focused execution, and continuous improvement.

Our broader service philosophy connects Growth + Engineering + Data + AI to help businesses acquire customers, build digital capabilities, connect technology, use data intelligently, adopt AI, and work toward measurable and scalable outcomes.

A successful engagement is not only about delivering a service. It is about understanding the business objective, building the right solution, integrating it effectively, measuring its performance, and improving it as requirements evolve.