Service Level Agreement

1. Coverage

This agreement applies to active retainer clients of OFK Official from the onboarding date stated in your order form. It supplements — and never replaces — the signed agreement between the parties.

2. Commitments by plan

3. Service hours

Business days are Monday to Friday, 09:00–18:00 Mountain Time, excluding US federal holidays. Enterprise engagements may contract extended hours. Platform incidents on TikTok, Instagram, YouTube, Meta or Stripe are handled as quickly as access allows, including outside service hours where contracted.

4. How compliance is measured

• Response time is measured from receipt of your message during service hours to a substantive reply from a named team member — not an automated acknowledgement.
• Delivery is measured against the committed production dates in your calendar for the current month.
• Reporting is measured against the reporting date stated in your order form.
• Availability of reporting and shared workspaces is targeted at 99.5% monthly, excluding scheduled maintenance notified at least 48 hours ahead.

5. If we miss

• Response breach: we notify you and prioritise the affected workstream the same business day.
• Delivery breach: the shortfall is tracked on a recovery plan with new dates agreed within 2 business days.
• Reporting breach: a 10% service credit for that month applies automatically.
• Repeated breach: two breaches of the same commitment within a rolling quarter entitles you to terminate the engagement without the standard 30-day notice, with all produced assets handed over.
• Credits are applied to future invoices, are not payable as cash, and are the exclusive monetary remedy for service failures under this agreement, without limiting rights that cannot be excluded by law.

6. Exclusions

Commitments do not apply where delay results from late approvals or missing assets on your side, incomplete or revoked access, platform outages, policy enforcement or account suspension, force majeure, or work added outside the agreed scope. In each case the affected timeline is extended by at least the length of the interruption and confirmed in writing.

7. Escalation

• Level 1 — your shared channel or email; standard response time applies.
• Level 2 — engagement lead, after one missed response window.
• Level 3 — management review within 1 business day, with a written recovery plan.
• Raise any escalation at partners@ofkofficial.com with your company name and engagement reference.

8. Review

We review these commitments with you at the end of each quarter. Changes are agreed in writing and never reduce protections already contracted for the current term.

9. Contact

Service Level questions: partners@ofkofficial.com · Operated by ZENITHIA LLC, New Mexico, USA.