This Service Level Agreement (the “SLA”) governs Social Media services provided by ELXAO SASU — organic strategy, editorial calendars, content production, publishing, community management and influencer coordination — purchased à la carte or as part of a Subscription Package. It supplements the MSA, DPA and NDA.
Platforms covered
LinkedIn, Instagram, TikTok, YouTube (Shorts + long-form publishing assistance), Facebook, Pinterest, X/Twitter, Threads. Other platforms may be added via a change request.
Scope of services
- Organic strategy: pillars, formats, cadence, KPIs.
- Monthly editorial calendar with copy, hashtags, alt text and assets.
- Asset production: static visuals, carousels, short-form video (templated), captions.
- Publishing via Buffer, Hootsuite, Sprout Social, Loomly or native back-offices.
- Community management: response to comments and DMs within agreed window, escalation playbook for sensitive topics.
- Influencer/UGC coordination: shortlisting, briefing, contract templates (drafted by ELXAO, signed between Client and creator).
- Reporting: monthly performance review per platform and per format.
Deliverables
Strategy deck, editorial calendar, asset packs, publishing logs, community-management logs, influencer briefs and contracts (template), monthly performance report.
Production volume
Default cycle (per active month, per platform when bundled in a subscription): up to twelve (12) posts and up to four (4) short-form videos. Stories and reactive posts up to twelve (12) per month. Beyond this, work is billed at the standard hourly rate.
Community-management response times
Public comments and DMs are reviewed twice per Working Day. Standard replies are sent within four (4) Working Hours. Sensitive issues (complaint, crisis, legal or safety risk) are escalated to the Client within one (1) Working Hour and no public response is made before alignment.
Approval workflow
Editorial calendars and key posts require written approval from your Authorised Representative. Reactive posts may be sent without per-post approval within a pre-approved framework. Crisis communication is always client-approved.
Influencer & UGC
Influencer and creator fees, media buying for boosting, gifting and product samples are not included and are billed to the Client directly or recharged at cost. ELXAO ensures contracts include applicable disclosure obligations (e.g. French law n° 2023-451 on commercial influence, ARPP recommendations, EU Digital Services Act).
Account ownership & rights
You own all social-media accounts and content published. ELXAO is granted manager-level access and is removed on termination within five (5) Working Days. UGC and influencer content are licensed according to the executed creator contracts.
Client responsibilities
- Provide admin access to all social-media platforms, scheduling tools and any DAM.
- Approve calendars and key posts within the agreed turnaround.
- Notify ELXAO of any sensitive event (recall, lawsuit, executive change) ahead of publication.
Out of scope
Out of scope by default: paid media on social platforms (see Paid Media SLA), large-scale shoots, long-form video production, podcast production, 24/7 community management, and translation beyond the languages stated in the order (see Localization SLA).
IP, confidentiality, governing law
Intellectual property, confidentiality, personal-data protection, liability, force majeure, governing law and jurisdiction are governed by the MSA, the NDA and the DPA.