Service Level Agreement (“SLA”)

Updated 03/31/2026

This Service Level Agreement (SLA) outlines the standards and expectations set by TrustLocal Digital for the delivery of its services to its registered customers, who have agreed to purchase and use THE SERVICES and have acknowledged the terms and conditions as registered online at TrustLocal Digital.co. The SLA details the responsibilities of both TrustLocal Digital and its clients, the performance metrics by which services will be measured, and the remedies available should service levels not be achieved. This document serves as a commitment to our clients, ensuring transparency, reliability, and excellence in our service delivery.

Legal Terms And Conditions

DEFINITIONS Capitalized & Bolded terms used in this Agreement and in all documents incorporated by reference have the meaning set forth herein or, if not defined herein, as set forth in the Service Level Agreement (“SLA”).

1. “THE SERVICES” refers to the specific set of features, services, and pricing that you, as a registered customer of TrustLocal Digital, have purchased and agreed to receive on a recurring basis for your designated domain name. This is THE SERVICES you selected and confirmed upon making your purchase through the MSA.
2. “WEBSITE” refers to the complete WordPress website designed, developed, customized, and hosted by TrustLocal Digital for the Client. It includes all elements like design, stock photography from TrustLocal Digital’s licensed affiliates, graphical elements, and the DEVELOPED CONTENT created for the Client’s site.
3. “WEB PAGE” or “PAGE” means a single, uniquely accessible page of the Website with its own distinct URL, excluding system pages, legal pages (such as privacy policy or terms), blog category archives, tag pages, search results, or dynamically generated pages. Page count includes primary content pages such as service pages, location pages, and custom landing pages created as part of THE SERVICES.
4. “LOCAL MARKETING PROGRAM” refers to the select plan as stated in the MSA, which includes the bundled WEBSITE, HOSTING & CARE PLAN, LOCAL SEO, and optional PPC services. These services are performed on a recurring basis for the designated calendar month and are tailored to the Client’s geographic areas.
5. “PPC” refers to the creation and management of Client’s paid media campaigns, specifically Pay-Per-Click Advertising. These campaigns are designed for the Targeted Geographic Area, where advertisements can be displayed on THIRD-PARTY NETWORKS.
6. “TRUSTLOCAL MARKETING COMMAND CENTER(MCC)” means TrustLocal Digital’s reporting platform that provides access to key performance indicators (KPIs) related to the Client’s services and marketing activity, accessible via web dashboard and mobile application.
7. “HOSTING & CARE PLANS” means a hosted Website by Company for Client with ongoing technical support provided by Company during the Term of this Agreement.
8. “LOCAL SEO” refers to both onsite and offsite strategies aimed at improving the organic ranking of the website for relevant search terms, as determined by the Company. These strategies are performed as part of the LOCAL MARKETING PROGRAM.
9. “DEVELOPED CONTENT” refers specifically to content that is written or created by TrustLocal Digital for the Customer, including but not limited to text, copy, blog posts, or other written material that is added to the website.
10. “PARTY” means either Company or Client and are together referred to as the “PARTIES“.
11. “AREAS OF MARKETING EFFORTS” means topics that may be targeted by this marketing campaign, specifically in the Customers Targeted Geographic Areas and expressly exclude all others which TrustLocal Digital may modify at Company’s discretion.
12. “TARGETED GEOGRAPHICAL AREAS” refers to the specific geographic regions in which TrustLocal Digital markets the Client’s services as part of paid media campaigns. TrustLocal Digital may modify these areas at its discretion. The Client will be notified of any changes to the geographic areas, and the Client may request adjustments, subject to TrustLocal Digital’s approval and the terms of the agreement.
13. “SERVICES” refers to the specific set of features, services, and pricing that you, as a registered customer of TrustLocal Digital, have purchased and agreed to receive on a recurring basis for your designated domain name, as outlined in the Master Service Agreement (MSA). This includes, but is not limited to, the website development, hosting, maintenance, local SEO, PPC, and any other services provided by TrustLocal Digital under this agreement.
14. “LAUNCH” refers to the date when the website becomes publicly accessible online after Client approval. If the website goes live prior to the Client’s final approval, the Client must confirm or provide feedback on the website within a specified period after launch. If no feedback is provided within this period, the website will be considered approved and officially launched.
15. “CHARGE” or “CHARGES” refers to any payment due for services provided under this agreement. This includes both recurring charges (such as monthly or annual fees) and one-time fees for specific services. All charges will be outlined in the Master Service Agreement (MSA) or any subsequent addenda.
16. “THIRD-PARTY NETWORKS” refers to external advertising platforms, including but not limited to Facebook, Instagram, Google Ads, Google Remarketing, and Local Services Ads (LSAs), or any other third-party platforms TrustLocal Digital may use for PPC. This term encompasses all external networks where TrustLocal Digital places advertisements or manages campaigns for the Client.
17. “MASTER SERVICE AGREEMENT” (MSA) refers to the agreement that outlines the features, services, and pricing TrustLocal Digital will provide to the Client, as confirmed in the email sent by TrustLocal Digital. The MSA is the full and binding contract that includes all terms and conditions of service and is considered effective upon the Client’s electronic acceptance.
18. “CHANGE ORDER FORM (COF)” means a written change order, in electronic or physical form, mutually agreed to by the Parties, that documents modifications to the scope of services, pricing, deliverables, or timelines under this Agreement or the applicable Proposal.
19. “TERM” refers to the Commitment Length of this Agreement, indicating the duration for which the terms and obligations outlined in this Agreement are as define in the MSA.
20. “AGREEMENT” means, collectively, the Master Service Agreement (“MSA”), the accepted Proposal, and all documents incorporated by reference therein, including the Terms of Service (TOS), Service Level Agreement (SLA), Website Service Agreement (WSA), Hosting Service Agreement (HSA), and Acceptable Use Policy (AUP), as acknowledged and accepted by Client through execution of the MSA.

Client’s Responsibilities

• Onboarding and Discovery: Upon execution of the Master Service Agreement (MSA), the Client agrees to promptly complete all onboarding, intake, and discovery documentation requested by TrustLocal Digital. These materials are essential to project planning and service delivery. TrustLocal Digital will provide detailed instructions and timelines for submission. Failure to provide the required documentation may result in project delays.
• External Marketing Disclaimer: TrustLocal Digital does not support, coordinate, or assume liability for marketing efforts initiated by the Client or any third party not managed directly by TrustLocal Digital. Any external campaigns or actions taken by the Client are done at their own risk and may impact service performance or outcomes.
• Timely Communication: The Client agrees to respond to TrustLocal Digital inquiries, revision requests, or approval items within five (5) business days unless otherwise agreed in writing. Delays in Client communication may affect project timelines and do not shift TrustLocal Digital’s obligations or deadlines.
• Authorized Point of Contact: The Client may assign authorized contacts through the Client Portal. Only those designated individuals will be permitted to request changes to billing, service scope, or account-level access. TrustLocal Digital is not responsible for any actions or delays resulting from miscommunication involving unauthorized parties.
• Content Ownership and Accuracy: In cases where the Client provides content (e.g., text, graphics, trademarks, or login credentials) for use in the project, the Client guarantees that such content is accurate, legally owned, or properly licensed. TrustLocal Digital is not responsible for legal issues arising from Client-submitted materials. Unless otherwise requested by TrustLocal Digital, content creation is handled by TrustLocal Digital as part of the managed service offering.
• Approved Support Channels: All service-related communication should occur via TrustLocal Digital’s official support channels, including our Help Desk or designated support email. Communication via text message, social media, or personal contacts is not considered official and may not receive a timely response.
• Project Delays & Unresponsiveness: If Client is unresponsive to outstanding requests for 30 consecutive days, TrustLocal Digital may pause the project. All fees continue to accrue during any client-caused delay. TrustLocal Digital is not responsible for missed timelines resulting from delayed Client communication or approvals.

TrustLocal Digital Responsibilities

• Delivery of Services to Client: TrustLocal Digital commits to delivering THE SERVICES outlined in this Agreement in a commercially reasonable manner, ensuring timely execution.
• Support and Service Level: TrustLocal Digital provides telephone support and online support via Basecamp (our project management tool) from 9 AM to 6 PM EST, Monday through Friday. We aim to respond on the same business day or by the next business day at the latest, and always within a commercially reasonable timeframe based on the complexity of the request.
• Response Time: Clients can expect a response to all support requests sent to Basecamp within 2 business days.
• Resolution Time: While we aim to resolve issues as quickly as possible, the time needed for resolution may vary depending on the complexity of the task. We will provide a clear deadline for completion when appropriate and keep you informed of the progress.
• Data Security and Privacy: At TrustLocal Digital, we prioritize the security and privacy of our clients’ data. To maintain data integrity, communication about data protection measures is exclusively directed to our registered customers. Primary client contacts have the privilege to list authorized sub-accounts who can request support, updates, or changes to the website. This structured approach ensures requests are channeled through trusted representatives, safeguarding confidentiality and service accuracy.
• Performance Metrics: The success of our marketing services is gauged using specific Key Performance Indicators (KPIs). These metrics are diligently tracked via the TrustLocal Digital MCC reporting platform.

Representation And Warranties

• Client. Client represents and warrants to TrustLocal Digital that It has full power and authority to provide and use any Client provided Content or DEVELOPED CONTENT and does not and will not violate any intellectual property or other proprietary rights of any third party or create any liability to any third party, specifically TrustLocal Digital .
• Company. TrustLocal Digital represents and warrants to Client that it
  • (i) is authorized to enter into this Agreement,
  • (ii) will deliver THE SERVICES in a commercially reasonable manner and without undue delay.

Term, Charges, and Termination of This Agreement

• Term: The duration of this Agreement varies based on the service type and is specified in the MSA signed by the Client.
• Charges: Client agrees to pay all Charges as outlined in the MSA. Upon receipt of the initial payment, Company will begin deploying Services to the domain specified in the MSA.
• Termination of Services: This Agreement remains in effect until terminated or canceled as specified in the respective MSA and the TOS. Either PARTY may terminate this Agreement under the following conditions:
  • Material Breach
    
    • Either PARTY may terminate this Agreement if the other PARTY materially breaches any term or condition and fails to cure the breach within ten (10) days after receiving written notice.
    • Delinquent payments must be paid in full within five (5) days of the due date.
    • A chargeback or canceled check is considered an uncurable material breach, allowing immediate termination.
  • Non-Payment & Service Suspension
    
    • If Client is two (2) days delinquent, Company may issue a service suspension notice with a three-day grace period.
    • If Client is five (5) days delinquent, Company may suspend or pause any Service until payment is received in full.
    • If the initial payment is not received within five (5) days of the Effective Date, Company may terminate this Agreement immediately.
  • Other Causes for Immediate Termination
    
    • Either PARTY may terminate immediately if the other PARTY engages in fraudulent or illegal activity.
    • Failure to maintain required compliance obligations outlined in the MSA.
• Dispute Resolution: If a chargeback or payment dispute arises, Client must notify Company within five (5) days to seek resolution before initiating a formal chargeback. Failure to do so waives the right to dispute Company’s termination decision.
• Refunds: Unless otherwise stated in the MSA, prepaid fees are non-refundable if services are terminated due to Client’s breach or non-payment.

Marketing Program Services

• By entering into this Agreement, Client is electing to have TrustLocal Digital provide the Professional Services which are collectively known as the LOCAL MARKETING PROGRAM as outlined in THE SERVICES.
• Convert & Grow: Included at no additional cost in all Core Engine plans, unless otherwise specified in your MSA. An ongoing improvement program focused on lead flow, design, content, accesibilty, and conversion enhancements.
• LaunchPad & LaunchPad Plus: Entry-level plans outside the Core Engine. Include a managed website and basic hosting only. AI Local SEO and Convert & Grow are not included.

Reporting Tools

• Google Tools: Under this Agreement, TrustLocal Digital will create and manage Google Tag Manager, Google Search Console and Google Analytics for the Website. The Client acknowledges that any changes made to these tools by the Client or any third party that result in adverse effects on the Website may result in additional hourly maintenance charges and may cause inaccurate or unsupported reporting within the MCC.
• MCC: The Client agrees that the MCC shall serve as the primary source for support communication, website and marketing performance metrics, and acknowledges that metrics from other sources may not be accurate, complete, or supported by TrustLocal Digital.
• Account Transfer: Upon termination and receipt of all outstanding balances, TrustLocal Digital will transfer admin access to all Google accounts within 10 business days. TrustLocal Digital is not responsible for any data or account standing following transfer.
• Google Ads: Google Ads accounts are managed under TrustLocal Digital’s Google Ads manager account and are not transferable upon termination.

AI Local SEO

• Note: TrustLocal Digital reserves the right to modify deliverables with fair notice to Client as deemed necessary to enhance the effectiveness of our Local SEO services.

1. On-Page Optimization: TrustLocal Digital will optimize title tags, meta descriptions, and schema markup to improve the Website’s visibility and relevance in local search results.
2. Keyword Research: TrustLocal Digital will perform keyword research to identify relevant terms that improve search visibility and inform content strategy.
3. Technical Audits: TrustLocal Digital will conduct technical audits to identify and address issues affecting Website performance in search engines, including site structure, navigation, and Core Web Vitals.
4. Backlink Audits: TrustLocal Digital may conduct backlink audits to identify and address issues related to the Website’s backlink profile.
5. Internal Linking: TrustLocal Digital may implement internal linking strategies to enhance navigation and support search engine rankings.
6. Authority Posts: TrustLocal Digital publishes Authority Posts at the frequency outlined in the Client’s MSA. An Authority Post is content created at TrustLocal Digital’s discretion and may take the form of a Google Business Profile post, a social media post across available platforms (Facebook, Instagram, LinkedIn), or a blog post published to the Client’s website. When published as a blog post, TrustLocal Digital may provide a supporting backlink. All Authority Posts are designed to build the Client’s online authority, visibility, and trust signals over time.
7. Google Business Profile (GBP) Management: TrustLocal Digital will create and manage the Client’s Google Business Profile, ensuring it accurately represents the business and is optimized for local search visibility. Additional GBP management fees are stated in the MSA. The Client acknowledges that unauthorized changes to the GBP by the Client or any third party may adversely impact performance. TrustLocal Digital reserves the right to charge additional fees to repair such changes.
8. Local Listings & Citations: TrustLocal Digital will manage and optimize the Client’s business information across online directories, search engines, and mapping platforms — including business name, address, phone number, website URL, and business hours. We ensure consistency across all supported platforms, optimize for voice search, and provide ongoing monitoring and performance reporting.
9. MCC Platform & Reporting: TrustLocal Digital will provide 24/7 access to the TrustLocal Marketing Command Center via web and mobile. Monthly snapshot reports are delivered within the platform. Client agrees to use the MCC as the primary source for performance monitoring and support communication.
10. Search Console Integration: TrustLocal Digital will integrate the Website with Google Search Console for ongoing monitoring and analysis of search performance data.

Site Care & Hosting

Site Care & Hosting covers the technical foundation of your website — hosting, security, updates, backups, and routine maintenance. Each plan includes DNS management and a monthly allotment of reserved website edits for minor content updates and routine changes. More advanced improvements such as lead flow optimization, structural enhancements, and conversion-focused updates are handled through the Convert & Grow program.

1. Monthly Allocation of Website Edits: Reserved edit hours are allocated monthly on a use-it-or-lose-it basis. Unused hours do not roll over. Edit hours cover minor content updates and routine changes within the existing site structure. Work falling outside this scope will be quoted via a Change Order Form (COF).
2. Master Service Agreement (MSA): The specific services and support included in your selected plan are detailed in your MSA. Please review it thoroughly before signing.

PPC (Pay-Per-Click) Advertising

• If Client has elected to receive PPC Advertising Services as described in the MSA, the following terms shall apply:

1. Choice of Ad Networks: TrustLocal Digital, in its sole discretion, will select the most appropriate Third Party Network Platforms and advertising channels to effectively generate leads and meet the objectives outlined in the MSA. The selection of ad networks and platforms will be based on factors such as target audience, campaign goals, and industry trends. Client acknowledges that TrustLocal Digital’s expertise in choosing the right ad networks is essential to achieving the desired results.
2. Management Fee Billing: Management fees for THIRD-PARTY NETWORKS will be billed separately and paid in arrears. The billing cycle and payment terms for management fees will be outlined in The MSA. Client agrees to promptly pay all management fees in accordance with the agreed-upon terms.
3. Results and Guarantees: Client acknowledges that search results, search engine rankings, and Paid Search results are influenced by several factors, including search engine algorithms and policies, and TrustLocal Digital cannot guarantee any specific position, placement, rank, or performance of the Website or ads in any search engine. TrustLocal Digital has made no guarantees, representations, or warranties to Client with respect to the results or performance of THE SERVICES, including but not limited to the quality or volume of Internet traffic or business generated. Client expressly acknowledges that they are not relying on anything outside the terms of this written agreement. TrustLocal Digital is not liable for any loss of business, revenue, or profits resulting from THE SERVICES.
4. Minimum Ad Spend + Management Fee: TrustLocal Digital charges a minimum management fee for PPC, as outlined in the MSA. Client also acknowledges that the percentage of the management fee may exceed the minimum management fee based on the ad spend, and the details of this fee structure are provided in the MSA.
5. Payment of Management Fees: Management fees for Paid Ads are billed separately from Ad Spend. Client agrees to pay all management fees as per the billing cycle and payment terms outlined in The MSA. Failure to make timely payments may result in the suspension or termination of Paid Ads services.

Client Acknowledgements

• If Client has elected to receive PPC Advertising Services, the following terms apply:
• Ad Networks: TrustLocal Digital will select the most appropriate advertising platforms based on the Client’s target audience, campaign goals, and industry. Client acknowledges that platform selection is at TrustLocal Digital’s discretion.
• Ad Spend: Ad spend is billed directly to the Client by each advertising platform. TrustLocal Digital does not bill for or mark up ad spend. Minimum ad spend requirements are outlined in the applicable COF.
• Management Fees: Management fees are billed monthly in arrears based on actual ad spend for the prior period. Fee structure and minimums are outlined in the applicable COF.
• No Guarantees: TrustLocal Digital makes no guarantee of specific ad placement, ranking, traffic volume, or business outcomes. Results are influenced by platform algorithms and policies outside TrustLocal Digital’s control. TrustLocal Digital is not liable for any loss of business or revenue resulting from PPC services.
• Cancellation: PPC services are month-to-month and may be canceled with 30 days written notice through the TrustLocal Digital ticketing system. Cancellation of PPC does not affect any other services under the MSA.

Integrated Service Framework

• By engaging with our services under the Master Service Agreement (MSA), you acknowledge and accept its terms, including but not limited to our Acceptable Use Policy (AUP), Service Level Agreement (SLA), Website Service Agreement (WSA), Hosting Service Agreement (HSA), and Terms of Service (TOS). These documents collectively define our legal and operational relationship, ensuring clarity on service delivery, usage, and management.
• By electronically signing the MSA and confirming acceptance of the Terms of Service, you formally enter into a binding agreement with TrustLocal Digital. This step establishes our service relationship, defining the scope of services and responsibilities for both parties. Adherence to these terms is essential for a seamless and productive experience. Failure to comply may result in corrective actions, including suspension or termination of services. We strongly encourage a thorough review of these documents to ensure a clear understanding of our collaboration.

Payment

• Client agrees to pay all amounts due under this Agreement in full on the specified due date(s). TrustLocal Digital is hereby authorized to charge the Client’s provided credit card for all amounts due. Payments will be automatically processed on the anniversary date of the Agreement, in advance, and will continue monthly until termination.
• A payment that is past due by 10 days incurs a 5% late fee.
• Services may be temporarily suspended until payment is received.
• Any delinquent payments may result in the suspension of ad campaigns and third-party services until the balance is settled.
• Failure to pay within 30 days will result in permanent termination of services.
• The Client must inform TrustLocal Digital in writing of any changes to their billing information, including card cancellations, renewals, or replacements. The anniversary date refers to the date the MSA was first signed. If it falls on a weekend or holiday, the payment will be processed on the next business day. TrustLocal Digital will not commence services until the initial payment is received and reserves the right to withhold services if the Client is delinquent on any charges under this or any other TrustLocal Digital agreement.

Card Chargebacks

• In case the Client initiates any chargebacks, it will be considered a significant breach of this Agreement. Alongside the immediate termination of Services and/or the Agreement, a $25.00 fee (referred to as ‘CHARGES‘) will be applied for each chargeback to cover administrative and processing costs. The Client is responsible for covering all such CHARGES and associated fees, including legal costs if applicable.

Effective Date

• This Agreement shall come into effect upon the execution of the Master Service Agreement (MSA) by the Client. The date of execution of the MSA by the Client shall be considered the effective date of this Agreement.