Xink Digitals

Effective Date: 22 February 2026.

Who we are

Our website address is: https://xinkdigitals.com.
Brand Name: Xink Digitals.
Company Name: Biswa Bangla Hub Consultancy Services LLP.
Contact Email:info@xinkdigitals.com
Contact Number: (+91) 92306 53970

Purpose

This Service Level Agreement (SLA) defines the level of service, responsibilities, response timelines, and performance expectations between Xink Digitals (“Service Provider”) and the client (“Client”).

This SLA applies to all digital marketing, website development, branding, and related services unless otherwise stated in a separate written contract.

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Scope of Services

Services may include (as agreed in proposal or contract):

• Search Engine Optimization (SEO)
• Website Design & Development
• Social Media Marketing
• Paid Advertising (Google Ads, Meta Ads)
• Content Marketing
• Branding & Strategy Consulting

Specific deliverables, timelines, and milestones will be defined in the approved project proposal.

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Service Availability

For retainer or ongoing services:

• Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST
• Public holidays excluded
• Emergency issues handled on priority basis (case-dependent)

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Response & Resolution Time

General Queries

• Response Time: Within 24 business hours

Technical Issues (Website Downtime, Critical Errors)

• Initial Response: Within 12 business hours
• Resolution Time: 24–72 business hours (depending on severity)

Minor Revisions

• Completion: 2–5 business days

Major Revisions or Scope Changes

• Timeline will be re-estimated and communicated in writing.

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Client Responsibilities

To ensure timely delivery, the Client agrees to:

• Provide necessary access credentials on time
• Share content, images, and approvals without delay
• Review submissions within 3–5 business days
• Make payments as per agreed schedule

Delays caused by lack of response or pending approvals may impact project timelines.

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Performance Metrics

For Digital Marketing Services:

• SEO results depend on search engine algorithms and competition
• Paid ads performance depends on budget and audience targeting
• Social media growth depends on engagement and content quality

Xink Digitals does not guarantee specific rankings, traffic numbers, or revenue outcomes unless explicitly agreed in writing.

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Reporting

For retainer clients:

• Monthly performance reports
• KPI tracking (as applicable)
• Campaign insights and recommendations

Custom reporting frequency may be agreed separately.

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Escalation Process

If a service concern arises:

1. Contact assigned project manager
2. Escalate to senior management if unresolved within 3 business days
3. Formal written complaint via email for record

We aim to resolve all concerns professionally and transparently.

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Service Limitations

Xink Digitals is not responsible for:

• Third-party platform outages
• Hosting provider failures
• Algorithm changes by search engines
• Client-side server misconfigurations
• Delays due to incomplete information

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Confidentiality

All client data, credentials, strategies, and proprietary materials are treated as confidential and will not be disclosed without written consent, except as required by law.

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Payment & Suspension

Failure to clear invoices beyond 7 days of due date may result in:

• Temporary service suspension
• Withholding of deliverables
• Campaign pause (for paid advertising)

Services resume upon full payment clearance.

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Termination

Either party may terminate services with written notice as per agreed contract terms.

Upon termination:

• Completed work remains payable
• Access credentials may be revoked after final settlement
• Intellectual property rights transfer only after full payment

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Modifications

Xink Digitals reserves the right to update this SLA. Updated versions will be published on this page with a revised effective date.

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Governing Law

This Agreement shall be governed by the laws of India. Jurisdiction shall remain Kolkata, West Bengal.

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