Service Level Agreement

Mercury Plus Website + Recurring Marketing Bundle | Last Updated: August 2026

This Service Level Agreement ("SLA") is entered into by and between One Firefly LLC ("Agency") and the client identified in the accompanying Statement of Work ("Client"). This SLA governs the Mercury Plus bundle, which combines a template-based website with a mandatory 12-month recurring marketing commitment. It is incorporated into and governed by the Master Services Agreement ("MSA") between the parties.

Mercury Plus is sold exclusively as a bundle. The website and the recurring marketing commitment are inseparable. One Firefly does not offer the Mercury Plus website as a standalone purchase.

1. Definitions

The following terms apply throughout this SLA:

2. Product Description

2.1 What Mercury Plus Includes

• A template-based website of 4, 8, or 12 pages built from One Firefly's standard page library.
• Available page types: Home, About, Contact, Blog, Solution, and Brand pages. Solution and Brand pages both count toward the 4, 8, or 12 page allotment.
• A privacy policy page with default text that Client may replace with its own.
• Brand direction, target audience, and SEO preferences captured on the Web Order call and applied to the website build.
• SEO configuration of all pages included at no additional charge.
• Access to the Mercury Plus Video Gallery on an access-only basis while hosting with One Firefly.
• Recurring Marketing Services as specified in the SOW, at a minimum of $500/month.
• Included revision time up to 2 hours for 4-page site, up to 4 hours for 8-page site, and up to 6 hours for 12-page site.

2.2 What Mercury Plus Does Not Include

• Access to the premium media gallery reserved for Mercury Pro clients. Mercury Plus includes the Mercury Plus Video Gallery only.
• Customization of templates or layouts. Added sections or blocks are not available.
• A standalone website purchase without a recurring marketing commitment.
• Intermediate page counts. Page counts are fixed at 4, 8, or 12. Odd counts round up to the next tier: a 5-page site prices as 8, and a 9-page site prices as 12.

2.3 Pages and Blog

Page counts are fixed at 4, 8, or 12. Solution and Brand pages count toward the allotment. Once Client reaches the 12 page count, additional Brand pages are available at the flat Mercury Plus Additional Page fee and may extend the site beyond 12 pages.

If Client's marketing services require blog content, the blog page must be one of Client's Mercury Plus pages. A blog added after the base pages are set counts as an added page and moves Client up a tier. A 4-page site plus a blog becomes a 5-page site, which prices as an 8-page site. When a blog page migrates from an existing Atlas site, Client purchases the page on the new site and the existing blog content migrates at no charge.

3. Sale and Onboarding

3.1 Requirements Before Production Begins

Production does not begin until all of the following are on file:

• Signed SOW and MSA.
• The first website payment of one-third of the Website Fee is collected, plus the Recurring Marketing Services Setup Fee equal to one month of recurring services.
• Web Order call completed.
• Logo files provided by Client.
• Domain registrar login credentials provided by Client.
• Google Analytics permissions granted, if applicable.
• Project or team images provided, if specified during the Web Order call.

Failure to provide any item above will delay the start of production. One Firefly is not responsible for launch delays caused by incomplete onboarding materials.

3.2 Web Order Call

The Web Order call is the sole intake source for the Mercury Plus website. During this call, Client and Account Executive confirm page selection, brand direction, target audience, and SEO preferences. Client is responsible for ensuring the call captures accurate and complete information. Changes to page selection, brand direction, or SEO preferences after the Web Order call may delay production and are subject to available revision time.

4. Payment Schedule

The following payment schedule applies to all Mercury Plus engagements:

5. Website Production

5.1 Production Timeline

One Firefly targets delivery of the first draft within approximately 60 days of signing. This timeline assumes all onboarding materials are on file. Delays caused by incomplete onboarding extend the timeline accordingly.

5.2 Production Process

A web designer uses the information captured during the Web Order call and the materials provided during onboarding to build a first draft of the website.

Client receives a password-protected development link upon completion of the first draft. Delivery of this link marks the start of the Review and Approval phase and the point of financial recognition.

5.3 Structural Lock

Page selection is final upon delivery of the first draft. After that point, Client may not substitute a selected page for a different template without incurring additional production costs. Additional pages may be purchased separately at the then-current per-page price.

6. Review and Approval

6.1 Review Period

The Review and Approval phase is capped at 60 days from delivery of the first draft. Client is expected to provide actionable feedback within this window. One Firefly commits to delivering an updated draft within 5 business days of receiving Client feedback, provided the revisions do not exceed the included time allotment.

6.2 Included Revision Time

Each Mercury Plus website includes revision time at no additional charge. Revision time included is two hours for a 4-page website, four hours for an 8-page website, and six hours for a 12-page website. Revisions cover changes within the defined scope of the project, such as updating copy, swapping an image, correcting a broken link, or adjusting a color. Structural or layout changes, added sections, and added blocks are outside revision scope. Work beyond the included revision time is billed as paid retainer work governed by a defined scope document.

6.3 Customer Service Requests After Launch

After launch, Client may submit customer service requests through its account manager. Customer service requests cover text, imagery, and color changes only. They do not cover structural or layout changes. Pro Hosting includes 30 minutes of customer service request time per quarter. Work beyond customer service request scope is paid retainer work governed by a defined scope document.

6.4 Inactive Status

One Firefly aims to complete the Review and Approval phase within 30 days of delivering the first draft. If Client does not provide actionable feedback for more than 30 days, One Firefly will attempt weekly contact by email, phone, and other available channels. If Client remains unresponsive for more than 60 days, the project is placed in Inactive status. Inactive status results in:

• Reduced contact frequency from the production team.
• A $500 restart fee to reactivate the project upon re-engagement.
• Extended production lead times based on the current production pipeline.

Client may exit Inactive status at any time by scheduling a call with their Account Executive and providing actionable feedback.

6.5 Approval and Launch

The website is approved and Ready for Launch upon Client's documented written approval of the completed work. One Firefly will then coordinate the go-live date with Client. One Firefly does not take websites live on Fridays, as propagation cannot be monitored over the weekend.

7. Website Ownership

7.1 Ownership During the Commitment Period

One Firefly retains ownership of the Mercury Plus website for the duration of the Commitment Period. Client has a limited license to use the website during this time. Full ownership transfers to Client upon satisfaction of both of the following conditions:

• All Website Fee payments have been made in full.
• Client has completed 12 consecutive months of active Recurring Marketing Services at or above the signed level.

Until both conditions are met, the website remains the property of One Firefly.

7.2 Ownership After the Commitment Period

Upon completion of the Commitment Period with all payments current, Client owns the website outright. Client may then continue hosting through One Firefly under Pro Hosting as a separate paid service, or move the website to a third-party host at Client's own expense. One Firefly will provide reasonable transfer assistance upon request.

8. Media and Content

8.1 Mercury Plus Video Gallery

Mercury Plus includes access to the Mercury Plus Video Gallery, a curated video library. Access is provided on an access-only basis and never conveys ownership of any gallery content. Access requires active hosting with One Firefly. If hosting with One Firefly ends, access to the Video Gallery ends. The copyright terms governing gallery content mirror those in the Mercury Pro SLA.

8.2 Premium Gallery Exclusion

The premium media gallery is a feature of Mercury Pro and is not available to Mercury Plus clients. Client acknowledges this limitation at the time of purchase.

8.3 Client-Supplied Imagery

Where Client provides imagery for use in the website, Client assumes all liability that the imagery is appropriately licensed and cleared for use. One Firefly is not responsible for intellectual property claims arising from Client-supplied media.

9. Recurring Marketing Commitment

9.1 Minimum Commitment

Mercury Plus requires a minimum 12-month Recurring Marketing Services commitment of $500/month or more. The specific services and monthly fee are detailed in the SOW. The Commitment Period begins when recurring services go live, not at signing. Setup and build months do not count toward the 12 months.

9.2 Recurring Marketing Services Tier Stability

The Recurring Marketing Services Tier in effect at signing determines the website price. If Client's recurring spend drops to a lower Recurring Marketing Services Tier during the Commitment Period, a billing event is triggered. One Firefly will invoice Client the difference between the website price paid and the Price 2 or Price 3 rate at the new, lower tier. This is a one-time true-up invoice, not a retroactive adjustment, and it is distinct from a full cancellation. Cancellation terms are addressed in Section 10.

9.3 Recurring Marketing Services Tier Increase

If Client's recurring spend moves upward within the same Recurring Marketing Services Tier band during the Commitment Period, no billing event occurs and no price adjustment applies. A move from one Recurring Marketing Services Tier band to a higher band carries no retroactive benefit to the website price already paid.

9.4 Renewal After Month 12

Upon completion of the 12-month Commitment Period, Recurring Marketing Services continue on a month-to-month basis unless Client provides written notice of termination in accordance with the MSA, or unless the parties enter a new commitment term. Website ownership is not affected by the status of recurring services after the Commitment Period is complete.

9.5 Hosting

Pro Hosting is required during the 12-month Commitment Period. It is a paid service, not optional, and is billed as part of the Recurring Marketing Services. The website must be hosted with One Firefly for the full Commitment Period. After the Commitment Period, hosting continues at Client's discretion. Client may renew Pro Hosting with One Firefly or move the site to another host at Client's own expense. The post-contract Pro Hosting rate is set at the point of renewal.

10. Cancellation

10.1 Cancellation During the Commitment Period

If Client cancels Recurring Marketing Services before completing the 12-month Commitment Period, the following apply:

• The website price reverts to the Retail Price in the $500–$1,999 Recurring Marketing Services tier for Client's page count, regardless of Client's actual Recurring Marketing Services tier. Client owes the difference between that Retail Price and the amount already paid toward the Website Fee. This amount is due within 30 days of the cancellation notice.
• The standard Recurring Marketing Services cancellation fee of one month's recurring fees applies, per the MSA.
• The website is taken offline upon cancellation.
• One Firefly retains a backup of the website in cold storage for up to 12 months from the cancellation date.
• Client has up to 12 months from the cancellation date to pay the outstanding balance in full. Upon receipt of full payment, One Firefly will restore the website.
• If full payment is not received within 12 months, One Firefly may permanently delete the website and Client forfeits all rights to it.

10.2 Cancellation After the Commitment Period

After the 12-month Commitment Period is complete and all payments have been made, Client owns the website. Cancellation of Recurring Marketing Services after that point does not affect website ownership. Client must provide 30 days' written notice to cancel recurring services, per the MSA. The standard one-month Recurring Marketing Services cancellation fee applies.

10.3 Cancellation of Website Build Before First Draft

If Client cancels the website engagement before receiving a first draft, Client may be eligible for a partial refund calculated based on hours not yet worked. Once a first draft has been delivered, no refund is available on the Website Fee.

10.4 Notice Requirements

Cancellation notice must be submitted in writing prior to the 10th day of the month. Notice submitted after the 10th day takes effect at the start of the following month, per the MSA.

11. Non-Payment

11.1 Website Production

No production will begin on the website until the first website payment has been confirmed as received.

11.2 Website Payments

Failure to remit the second or third website payment when due will result in the website being taken offline. One Firefly will retain a backup in cold storage for up to 12 months. Client may restore the website at any time within that window by paying the full outstanding balance. If the balance is not paid within 12 months, One Firefly may permanently delete the website.

11.3 Recurring Marketing Services Payments

Failure to remit Recurring Marketing Services payments is governed by the MSA. One Firefly reserves the right to suspend recurring marketing deliverables for accounts more than 30 days past due. Interest accrues at 1.5% per month on all overdue balances.

12. Atlas Upgrade Credit

An existing One Firefly Atlas client who upgrades to Mercury Plus is eligible for a credit equal to one year of Atlas website fees, excluding the hosting portion of their monthly Atlas payment. This credit is applied as a reduction to the Mercury Plus Website Fee at the time of sale. The Mercury Plus website price used to calculate the delta is the then-current price at the time of upgrade.

13. SEO Configuration

One Firefly configures structural and technical SEO for all pages before the website goes live. Advanced schema is not included. One Firefly does not guarantee page-speed performance at launch and does not guarantee specific search rankings or performance outcomes. Keyword rankings are visible only with active SEO services. If Client alters website copy after SEO configuration is complete, One Firefly is not responsible for any resulting changes to search performance. Aggregate Mercury Plus Solution pages are designed for broad coverage and are not optimized to compete on individual solution-specific search queries.

14. Use of Artificial Intelligence

Artificial Intelligence is a new frontier, and One Firefly wants to work with Client to utilize new and innovative technologies. It is important to define the roles and responsibilities of the parties regarding the use of such technology.

Ownership. Client understands and agrees that, if Artificial Intelligence technologies (collectively, “AI”) are utilized in the creation of Deliverables, neither One Firefly nor Client will have any ownership rights in the portion of Deliverables that has been generated by AI. Such portions will be treated by One Firefly as though they are public domain works as defined by U.S. Copyright Law.

Obligations.

• Client agrees that they can expect AI to likely be utilized in some way for any campaign or deliverable executed by One Firefly. Should Client prefer their campaign to be free of any AI input, they should request this in writing. One Firefly would then have the sole discretion to agree to this request or not.
• Client agrees that if it has utilized AI in the production of any Client materials, it will inform One Firefly in writing which portions or elements of the Client materials have been generated by AI, and it assumes all liability for such materials. Input examples can include logos, copy or other graphic files provided to One Firefly by Client.
• Client warrants that any materials provided by Client to One Firefly whereby One Firefly might utilize AI with such materials, shall be exclusively owned by Client or licensed for such explicit purposes, and input of such materials into the AI shall not infringe upon the rights of any third party, including those of privacy, intellectual property, or confidentiality.

Release. Client releases One Firefly from all liability whatsoever with regards to the use of AI in performance of the services, including, without limitation, the materials inputted into the AI and materials outputted from the AI, whether or not such materials are incorporated into the Deliverables.

Indemnification. Client indemnifies and holds harmless the One Firefly from any and all third-party claims arising out of (i) a breach of any warranties or obligations made herein and (ii) the use of AI in performance of this Agreement including, without limitation, claims arising from the materials inputted into the AI and materials outputted by the AI. One Firefly’s indemnification obligations concerning Deliverables shall not extend to any portions of materials generated by AI.

15. ADA Compliance

Unless otherwise specified in the SOW, One Firefly's scope of work does not include ensuring compliance with ADA website accessibility requirements. One Firefly may provide a third-party tool to assist Client's compliance efforts but makes no guarantee of compliance. Client is responsible for its own ADA compliance. This is consistent with Section 15 of the MSA.

16. Governing Terms

This SLA is governed by and incorporated into the MSA between the parties. In the event of a conflict between this SLA and the MSA, the MSA controls, except where this SLA is more specific to Mercury Plus, in which case this SLA controls on those specific matters. All terms not addressed in this SLA are governed by the MSA. The current version of this SLA is published at onefirefly.com/resources/service-level-agreements.

Acceptance of Terms

By purchasing Mercury Plus, Client agrees to and is bound by the terms of this SLA and the Master Services Agreement. If Client does not agree to all terms, Client should not purchase Mercury Plus services.

One Firefly may update this SLA from time to time. Client's continued use of Mercury Plus services will be subject to the version of this SLA in effect at the time. Please check onefirefly.com/resources/service-level-agreements for the current version. If Client breaches any term of this SLA, Client's license to use the Mercury Plus website and services may be immediately terminated.