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SLA and Success Criteria

Objective​

Create shared expectations for timelines, communication, and measurable outcomes.

SLA Components​

  • Response time for routine requests
  • Response time for critical incidents
  • Approval turnaround expectations
  • Reporting frequency and meeting cadence

Success Criteria Framework​

  • Leading indicators: CTR, CVR, search term quality
  • Efficiency metrics: CPA, ROAS, cost per qualified lead
  • Business metrics: revenue, qualified pipeline, close-rate trend

90-Day Expectation Model​

  • Month 1: data stabilization and structure quality
  • Month 2: efficiency improvements and test velocity
  • Month 3: controlled scaling in proven segments

Contract Clause Checklist​

  • KPI definitions and attribution source
  • Force majeure and platform policy exceptions
  • Dependency responsibilities and escalation contacts

Next Step​

Return to the module overview and continue with the next lesson in sequence.