Prospectly Marketing Solutions
Effective Date: 2 July 2025
This Service Level Agreement (SLA) outlines the expected level of service, responsibilities, and support arrangements between Prospectly and its clients for digital marketing, CRM, website development, and lead generation services.
Prospectly agrees to deliver the following services, as per the client’s chosen package or proposal:
Lead generation campaigns (Google Ads, Facebook Ads, SEO, social media)
CRM setup, review, and customisation (e.g. Zoho CRM, HubSpot, Salesforce)
Website design and development (WordPress, landing pages, LMS, CMS)
Smart webforms and system integrations
Referral to Registered Training Organisations (RTOs) for broker training
Each service scope will be outlined in a signed proposal or agreement.
| Service Type | Availability | Support Hours (AEST) |
|---|---|---|
| Lead Generation Campaigns | Ongoing | Mon–Fri, 9:00am–5:00pm |
| Website & CRM Support | Ongoing | Mon–Fri, 9:00am–5:00pm |
| RTO Referrals | By request | Mon–Fri, 9:00am–5:00pm |
Emergency or after-hours requests will be responded to on a best-effort basis.
| Priority Level | Example Issue | Response Time | Resolution Time (Target) |
|---|---|---|---|
| High | CRM system down, broken lead forms | 2 hours | 4–6 hours |
| Medium | Minor bug, content edits | 4 hours | 1–2 business days |
| Low | Design tweaks, general queries | 1 business day | 2–3 business days |
Clients are expected to:
Provide accurate and timely information required for campaign or project setup
Review and approve materials (ad copy, designs, pages) within agreed timeframes
Ensure access to relevant accounts (CRM, website, Google Ads, Meta etc.)
Maintain current payment details and clear any outstanding invoices promptly
This SLA does not cover:
Third-party platform downtime (e.g. Google Ads or Meta Ads platform issues)
Performance guarantees such as conversions or sales
Custom development outside of scope
Delays caused by client unresponsiveness or late content submissions
Prospectly tracks and reports on KPIs such as:
Lead volume and cost per lead
Campaign click-through rates (CTR) and impressions
CRM usage or automations (where applicable)
Uptime of lead capture forms and landing pages
Reports are provided weekly, fortnightly or monthly depending on the package.
A service review may be scheduled quarterly or at client request to:
Evaluate performance
Discuss optimisation strategies
Adjust goals, ad spend, or targeting
If Prospectly fails to meet agreed service levels repeatedly (e.g. more than 3 times in 2 months), a formal review will be initiated, and the client may request:
Service credits
Escalation to senior management
Contract termination (with 30 days’ notice)
Either party may request amendments to this SLA with mutual agreement
Termination of service must be provided in writing with 30 days’ notice
Early exit or scope reduction may incur fees as outlined in your original proposal
Prospectly
📍 Level 1, Suite 22/797 Plenty Rd, South Morang VIC 3752
📞 0466 538 829
✉️ admin@prospectly.com.au
Prospectly is a premier marketing agency delivering high-quality leads for Australian mortgage brokers through Google Ads, social media, and custom landing pages. Partnered with a Registered Training Organisation (RTO), we also offer new brokers access to Certificate IV and Diploma in Finance and Mortgage Broking courses. Boost your business with our smart, compliant lead and training solutions.