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Service Delivery Policy

How we onboard, communicate, deliver, and support your projects—from kickoff to reporting.

Effective Date: May 2025  |  Last Updated: May 2026

1. Overview

At Red Hot Media House, we pride ourselves on delivering digital marketing and creative services with professionalism, transparency, and measurable outcomes. This Service Delivery Policy sets out the standards, processes, and expectations that govern how we work — ensuring our clients always know what to expect and when.

This policy applies to all services offered by Red Hot Media House including SEO, Social Media Marketing, Performance Marketing, Web Design & Development, Branding, Content Marketing, Paid Advertising, Lead Generation, and Consultation Services.

2. Project Onboarding Process

Once an engagement is confirmed and the advance payment is received, the following onboarding steps are initiated within 3–5 business days:

Step 1: Welcome & Kickoff

  • A welcome email is sent with next steps and a project roadmap
  • A kickoff call or meeting is scheduled to align on goals, timelines, and expectations

Step 2: Information Gathering

  • A detailed onboarding questionnaire is shared to understand the Client's business, target audience, competitors, and objectives
  • Access requests are sent for required platforms (website, ad accounts, social media pages, Google Search Console, Google Analytics, CRM, etc.)

Step 3: Strategy & Planning

  • Our team develops a tailored strategy and project plan specific to the Client's goals
  • The plan is shared with the Client for review and approval before execution begins

Step 4: Execution Begins

  • Work commences as per the approved plan and agreed timeline
  • The Client is informed about key milestones and expected delivery dates

3. Communication Process

Clear and consistent communication is fundamental to our working relationship.

3.1 Primary Communication Channels

  • Email: Official communication for all project updates, deliverables, approvals, and invoices
  • WhatsApp / Messaging Apps: For quick updates, urgent queries, and day-to-day coordination (by mutual agreement)
  • Video Calls (Google Meet / Zoom): For strategy discussions, reviews, and scheduled check-ins
  • Project Management Tools: Used internally for task tracking and, where applicable, shared with clients for transparency

3.2 Response Time Standards

  • Client queries received during business hours (Monday–Friday, 10 AM–6 PM IST) will be acknowledged within 4 hours
  • Complex queries requiring research or team consultation will receive a substantive response within 1–2 business days
  • Queries received outside business hours will be addressed on the next business day

We ask our clients to maintain similar responsiveness, particularly for approval requests and feedback, to ensure project timelines are not impacted.

4. Service Timelines

Indicative timelines for our core services are as follows. Final timelines for each engagement are confirmed in the project proposal or contract.

  • Brand Identity Design: 10–15 business days from brief approval
  • Website Design & Development: 1–2 weeks depending on complexity and content readiness
  • SEO Strategy & Implementation: Ongoing service; initial audit and strategy delivery within 7–10 business days
  • Social Media Setup & Management: Profiles and initial content calendar ready within 5–7 business days
  • Performance Marketing Campaign Setup: 5–7 business days for campaign creation; live within 1–2 days of Client approval
  • Content Creation (per piece): 2–3 business days from confirmed brief
  • Logo Design: 2–3 business days from confirmed brief

All timelines commence from the date the Agency receives: (a) confirmed advance payment, and (b) all required information and access from the Client. Delays in either will extend the delivery date proportionally.

5. Delivery Methods

All digital deliverables are shared through secure and professional channels:

  • Creative assets (designs, videos, presentations): Delivered via Google Drive shared folder or email attachment
  • Website projects: Delivered via a staging/development link for review before live launch
  • Reports and analytics: Shared as PDF or Google Data Studio (Looker Studio) links
  • Strategy documents and plans: Delivered as PDF or editable documents as appropriate
  • Ad campaign access: Managed within the Client's own ad accounts where applicable

All deliverables remain in the shared folder for 60 days post-completion. Clients are encouraged to download and archive their assets promptly.

6. Revisions Process

We are committed to delivering work that meets the Client's vision. Our revision process is as follows:

  • Revision rounds included in each service are specified in the project proposal or service agreement
  • Feedback must be provided in written form (email or project notes) as consolidated, comprehensive feedback
  • Verbal-only feedback without written follow-up will not be considered an official revision request
  • Revisions must be requested within 5 business days of receiving the deliverable. Requests after this window may be treated as new work
  • Each revision round begins only after receipt of complete written feedback from the Client

Revisions that constitute a fundamental change in direction from the approved brief will be quoted as additional work.

7. Client Responsibilities

For our work to be delivered on time and to the highest standard, we require the following from our clients:

  • Provide all required information, assets, login credentials, and access at the start of the project
  • Respond to feedback requests and approval queries within 2–3 business days
  • Designate a primary point of contact for the project
  • Communicate scope changes, business developments, or brand direction changes promptly
  • Ensure that any content or materials provided to the Agency are original and do not infringe third-party intellectual property rights
  • Make payments as per the agreed schedule to ensure uninterrupted service delivery

8. Approval Process

The Agency follows a structured approval process to ensure alignment at every stage:

  • Major deliverables (strategies, designs, campaigns) will not proceed to the next phase without written Client approval
  • Approvals can be provided via email or through the designated project communication channel
  • If no response is received within 5 business days of sharing a deliverable for approval, the Agency will send a follow-up reminder
  • If no response is received within 10 business days, the project may be placed on hold and the timeline adjusted accordingly
  • Verbal approval is accepted during calls but must be followed by written confirmation

9. Reporting & Analytics

We believe in measurable, data-driven marketing. Our reporting structure includes:

Monthly Performance Reports (Included in all retainer packages)

  • Campaign performance metrics (impressions, clicks, conversions, spend)
  • SEO progress (keyword rankings, organic traffic, technical health)
  • Social media analytics (reach, engagement, follower growth)
  • Paid advertising performance (ROAS, CPC, CPL, CTR)
  • Key insights, observations, and next-month strategy

Reporting Frequency

  • Monthly reports are delivered within the first 5 business days of each month for the previous month
  • Ad-hoc performance snapshots may be shared upon Client request
  • Quarterly business reviews (QBRs) are scheduled for long-term retainer clients

10. Delays Due to Client Dependencies

Certain delays are outside the Agency's control. The following situations may result in adjusted timelines and will not constitute a breach of service by the Agency:

  • Delayed provision of required materials, brand assets, content, or access credentials by the Client
  • Delayed approval of drafts, mockups, or strategies
  • Frequent changes to project scope or direction
  • Client-requested project pauses
  • Extended absence or unavailability of the Client's point of contact

In all such cases, the Agency will document the delay and communicate a revised timeline in writing.

11. Third-Party Platform Dependencies

Many of our services operate on or through third-party platforms such as Google, Meta, LinkedIn, WordPress, and others. The Agency is not responsible for:

  • Downtime, outages, or technical errors on third-party platforms
  • Policy changes or account suspensions imposed by advertising platforms
  • Algorithm updates affecting organic search or social media reach
  • Delays caused by third-party domain registrars, hosting providers, or payment gateways

Where such issues arise, the Agency will proactively communicate with the Client and work to identify alternative solutions.

12. Service Availability & Business Hours

  • Core business hours: Monday to Friday, 10:00 AM – 6:00 PM (IST)
  • The Agency observes national public holidays in India. Clients will be informed in advance of planned leave periods.
  • Emergency support queries can be directed to our primary contact. Response times outside business hours may be extended.
  • Dedicated account managers are assigned to monthly retainer clients for priority support.

13. Support Structure

Red Hot Media House's client support is structured as follows:

Standard Support (All Clients)

  • Email support during business hours
  • Access to the designated account manager or project lead
  • Monthly status reports and performance updates

Priority Support (Retainer Clients)

  • Dedicated account manager with priority response times
  • WhatsApp / direct messaging access for urgent queries
  • Scheduled monthly review calls
  • Quarterly strategic business reviews

Escalation Process

  • Issues unresolved at the account manager level may be escalated to Agency leadership within 48 hours of written escalation request

14. Quality Assurance

Before any deliverable is shared with the Client, it goes through our internal quality review process:

  • Creative work is reviewed for brand alignment, accuracy, and design quality
  • Digital marketing campaigns are reviewed for targeting accuracy, ad copy compliance, and budget allocation
  • Written content is reviewed for accuracy, tone, SEO best practices, and originality
  • Web development work is tested across browsers, devices, and screen sizes prior to delivery

15. Contact for Service Queries

For any queries related to service delivery, project status, or support:

Thank you for choosing Red Hot Media House. We are committed to delivering exceptional results and building a long-term partnership built on trust, transparency, and performance.

RED HOT MEDIA HOUSE
www.redhotmediahouse.com  |  Digital Marketing & Creative Agency
All policies effective May 2025. Subject to periodic updates.

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