Service Level Agreement

Clients that newly enroll in Tiers 2 or 3 of the SEO Management Packages will receive the One Firefly 360° SEO Audit prior to the launch of their services. The cost of this audit is included in your account setup fee, which can be waived with the signing of a 12-month contract.

Clients are also able to purchase the 360° SEO Audit at any time, a-la-carte.

This audit takes a deep dive into the four primary pillars of search engine optimization and evaluates your business’s current presence in the following areas:

1. Local SEO
2. On-Site SEO
3. Technical SEO
4. Off-Site SEO

Once this audit is completed, the SEO strategist will share the report with the client and review either on the pre-launch call for new SEO Management clients, or in a separate meeting for those that purchased the audit a-la-carte.

For those that enroll in the SEO Management Packages, the findings in this report will help influence the initial strategy One Firefly deploys to elevate your SEO presence.

Any client that enrolls in an SEO Management Package with One Firefly is eligible to purchase Performance Content a-la-carte. Performance Content is defined as a new webpage optimized specifically for local SEO growth. These webpages, for example, can entail town-specific pages, city-specific solution pages, or city-specific manufacturer pages.

There is no limit to the monthly amount of Performance Content pages a client can enroll with. Page strategy will be defined by the SEO strategist based on regular communication and strategy calls with the client, with a rolling 6-month editorial calendar provided at the start of services that will be updated on a 3-month basis. These pages will not be sent for review and approval prior to publication, however, clients will be notified once these pages go live so they can provide One Firefly any relevant feedback and/or edits.

Please note that One Firefly does not provide monthly SEO performance reporting. This is because Google's algorithms are constantly evolving, which can result in minor daily fluctuations in performance. Additionally, single-month SEO data does not offer meaningful long-term insights that are crucial for guiding strategy.

Instead, One Firefly will provide a monthly activity summary, outlining all completed SEO tasks from the previous month and explaining how each action contributes to your SEO growth. Your SEO strategist will also reach out each month via email, text, or phone to address any questions and share any relevant updates, including minor performance highlights.

SEO performance will be thoroughly reviewed during your quarterly meeting with the SEO strategist. By analyzing data over a three-month period, we can identify broader trends, evaluate the success of our strategies, and recommend any necessary optimizations.

The Client may cancel recurring monthly services at any point with a 30-day written notice. Upon written notice of intent to cancel, a mandatory cancellation survey will be sent to the client to be completed. Client will be officially canceled upon receipt of completed cancellation survey.

If the Client wishes to cancel within the first three months of an SEO contract, there will be a cancellation fee of one month’s service fee. If the Client wishes to cancel within 4-6 months of the contract’s start, there will be a cancellation fee of 25% of one month’s service fee. “One month’s service fee” will reflect either the contract’s first month or last month, whichever is greater. If the Client fails to pay the cancellation fee, One Firefly reserves the right to send the invoice to a collections agency.

Should a client under contract cancel services, the cancellation terms outlined in that agreement will apply.

By using One Firefly products and services, you agree to the most recent version of this Service Level Agreement. Additionally, One Firefly Invoices and Sales Receipts will always include a link to the most up to date Service Level Agreement. Your purchased services, pricing, and any associated terms are detailed on the invoice(s) delivered by One Firefly, LLC. Please refer to your invoice for the definitive description of the Services you have acquired.

Both One Firefly and the Client have unique obligations under data privacy laws and regulations such as the General Data Protection Regulation (“GDPR”) and California Consumer Privacy Act (“CCPA”). It is important to define the roles of both parties to protect One Firefly, the Client, and the consumers whose data is being collected.

1. Data Privacy. Where One Firefly’s scope of work includes the use of Client data or information, or consumer information assembled or processed by Client (collectively, “Data”), Client acknowledges and understands that One Firefly’s scope of work does not include ensuring compliance with U.S. federal or international data privacy regulations. The Client will be responsible for providing any and all specifications concerning use of any Data provided to One Firefly, including consistently updating and utilizing any Data Privacy Form provided by One Firefly to Client or a similar document mutually agreed upon by both parties. The Client must also indemnify and hold One Firefly harmless from the Client’s negligence or other failure to comply with applicable privacy or data security laws and regulations, rules, or industry codes and guidelines, including the CCPA or GDPR.
2. Website Data Collection. Where One Firefly’s scope of work includes the design and development and/or maintenance of Client’s website or app, Client acknowledges that Client is solely responsible for compliance with data privacy regulations and laws regarding any Data collected or stored by the website and/or app including, without limitation, the provision of website contracts such as privacy policies and cookie disclaimer, obtaining legal counsel to conduct a legal review of the website or app, and/or adapting additional security and access measures regarding such Data. The Client agrees that One Firefly will not have any responsibility or liability with respect to the Data collected by the website or app, including, without limitation, the management, transfer, protection, or maintenance of the Data.

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.

1. 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.
2. 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 a 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.
3. 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.
4. 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.

Please note that while implementing DMARC, SPF, and DKIM significantly reduces the risk of your domain being used for spam or phishing, we cannot assume responsibility for instances where your domain may still be considered spam by some recipients or services. Email deliverability can be influenced by a wide range of factors beyond DMARC implementation, including sender reputation and recipient server policies. It is the domain owner's responsibility to maintain and monitor their email authentication practices to ensure the highest level of email integrity and deliverability.