Legal

Service Level Agreement

Last updated August 2026. This is placeholder copy summarizing the service levels referenced elsewhere on this site — replace it with an SLA reviewed by a qualified lawyer and matched to your actual delivery process before you launch.

1. Response Times

Identity Audit requests submitted through this site are reviewed manually and followed up on within 48 hours during business days.

2. Engagement Timelines

The standard Client Engagement Framework runs across four phases: Identity Encoding (Weeks 1–2), UI & Infrastructure Build (Weeks 2–3), High-Velocity Campaign Launch (Week 4), and ongoing ViSE Telemetry & Performance Scale on a monthly retainer. Actual timelines are confirmed per engagement and may vary with scope.

3. Reporting Cadence

Clients on an active ViSE Telemetry retainer receive performance reporting (CAC, ROAS, and funnel metrics) on a monthly basis, or as otherwise agreed in the services agreement.

4. Support Channels

Support during an active engagement is provided through the channel agreed with your MTRX account contact. General enquiries can be routed through the Identity Audit form on this site.

5. Changes to Scope

Any change to deliverables, timelines, or pricing outside the original services agreement is confirmed in writing before work begins.