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Service Level Agreement

Last Updated: December 21, 2025

This Service Level Agreement (“SLA”) defines the level of service, delivery standards, response times, and responsibilities between EmailMarketingRocket.com (“Company”, “we”, “our”, “us”) and the client (“you”, “client”).

By purchasing or using our services, you agree to this SLA along with our Terms & Conditions, Privacy Policy, and other legal pages.

1. Scope of Services

This SLA applies to all active subscription plans offered by EmailMarketingRocket.com, including:

  • Basic
  • Professional
  • Premium

Services may include email campaign management, automation, design, analytics, consultations, and related email marketing activities as defined in the selected plan.

2. Service Availability

  • Our services are provided on a monthly subscription basis
  • Service availability is subject to:
    • Timely client communication
    • Platform access
    • Third-party tool availability

We strive to maintain consistent service delivery but do not guarantee uninterrupted availability due to the digital nature of services.

3. Onboarding & Service Activation

Activation Timeline:

  • 24–72 business hours after:
    • Successful payment
    • Completion of onboarding form
    • Access to required tools
    • Initial approvals received

Delays caused by missing information or late approvals from the client are not considered service failures.

4. Campaign Delivery Standards

Services are delivered as per the selected plan:

Basic Plan

  • Up to 3 campaigns/month
  • Monthly reporting
  • One welcome automation

Professional Plan

  • Up to 8 campaigns/month
  • Weekly analytics reports
  • Up to 3 automated sequences
  • A/B testing & re-engagement campaign

Premium Plan

  • Up to 15 campaigns/month
  • Real-time analytics
  • Fully customized designs
  • Up to 2 landing pages/month
  • Advanced segmentation strategy

Unused services do not roll over to the next billing cycle.

5. Revision Policy (SLA Covered)

  • Unlimited revisions are included in all plans
  • Revisions apply only to:
    • Existing campaigns
    • Designs
    • Content within plan scope

Revision Turnaround Time:

  • Standard revisions: 1–3 business days
  • Complex changes may take longer

Revisions do not include new campaigns beyond plan limits or major scope changes.

6. Support & Response Times

Support Channels:

  • Email
  • Live Chat

Response Time by Plan:

PlanSupport Response Time
BasicWithin 48 business hours
ProfessionalWithin 24 business hours
PremiumPriority support – fastest response, including weekends where possible

Support response time refers to initial reply, not issue resolution time.

7. Performance Disclaimer

  • EmailMarketingRocket.com does not guarantee:
    • Open rates
    • Click-through rates
    • Conversions
    • Revenue or ROI

Performance depends on factors outside our control, including audience behavior, list quality, industry, and offers.

8. Client Responsibilities

Clients agree to:

  • Provide lawful, opt-in email lists
  • Ensure GDPR, CAN-SPAM, CASL compliance
  • Provide timely approvals and feedback
  • Avoid spam, misleading, or illegal content

Failure to meet these responsibilities may affect service quality and timelines.

9. Third-Party Platforms

We rely on third-party tools for email delivery, analytics, automation, and chat support. We are not responsible for:

  • Platform downtime
  • Policy changes
  • Account suspensions by third-party providers

Such issues do not qualify as SLA breaches.

10. SLA Exclusions

This SLA does not apply to issues caused by:

  • Client delays or non-responsiveness
  • Non-compliant email lists
  • Third-party outages
  • Force majeure events

11. No Refunds or Service Credits

As outlined in our Return & Refund Policy:

  • No refunds
  • No service credits
  • No compensation for perceived delays or performance dissatisfaction

Unlimited revisions remain the sole remedy.

12. SLA Modifications

We reserve the right to update or modify this SLA at any time. Changes will be effective upon posting with an updated “Last Updated” date.

13. Governing Agreement

This SLA is governed by and should be read together with:

  • Terms & Conditions
  • Privacy Policy
  • Return & Refund Policy
  • Delivery Policy
  • GDPR & Compliance Page

14. Contact Information

For SLA-related questions, contact: