WiFi Marketing SLA Template for Reseller Contracts
Key Takeaways: A clear SLA sets expectations on both sides and prevents the "I thought you were handling that" conversations that erode client relationships. Cover five areas: service deliverables, uptime commitments, response times, data handling obligations, and termination terms. Resellers with formal SLAs experience 35% lower client churn because both parties understand the engagement from day one. This template is a starting framework — adapt it to your specific service model and have a business attorney review it before use.
Running a WiFi marketing reseller business without a service agreement is like building a house without a foundation. Everything feels fine until something goes wrong — a portal outage, a data request, a billing dispute — and neither party has a documented understanding of responsibilities.
An SLA protects you and your client equally. It defines what you deliver, when you deliver it, and what happens when things don't go as planned. Most client disputes don't stem from bad service — they stem from misaligned expectations. An SLA aligns them.
Legal disclaimer: This template is a starting point, not legal advice. Have a qualified business attorney review and adapt this document for your jurisdiction and specific business circumstances before using it with clients.
SLA structure overview
A WiFi marketing SLA covers seven sections:
- •Service description — What you deliver
- •Service deliverables and schedule — Specific outputs and timelines
- •Platform uptime commitment — Availability guarantees
- •Support and response times — How fast you respond to issues
- •Data handling and privacy — Who owns the data, how it's protected
- •Client responsibilities — What the client must provide
- •Term, billing, and termination — Contract duration, payment terms, exit process
Section 1: Service description
Template language:
"[Your Agency] provides managed WiFi marketing services including: deployment and configuration of branded guest WiFi captive portals, guest data capture and database management, automated marketing campaign creation and management, monthly analytics reporting, and ongoing technical maintenance.
The Service is delivered through a white-label cloud platform hosted on AWS infrastructure with a global CDN. The Client's guest-facing portals and analytics dashboard are accessible via custom domains configured as part of the onboarding process."
What to include
- •Captive portal deployment and configuration
- •Splash page design and branding
- •Marketing automation setup and management
- •Monthly analytics reports
- •Hardware integration and troubleshooting
- •Campaign optimization (seasonal updates, A/B testing)
- •Client dashboard access
What to exclude explicitly
- •Venue WiFi infrastructure (routers, access points, cabling)
- •Internet service provider connectivity
- •Client-side hardware failures
- •POS integration (unless specifically included)
- •Graphic design beyond splash page branding
Section 2: Service deliverables and schedule
Template language:
| Deliverable | Frequency | Delivery Method |
|---|---|---|
| Branded captive portal | One-time setup (7-day target) | Live on client's WiFi network |
| Marketing automation sequences | One-time setup + quarterly refresh | Active in platform |
| Monthly analytics report | Monthly, by the 5th of following month | Email (PDF) |
| Campaign performance review | Monthly | Included in report |
| Quarterly strategy review | Quarterly | 30-minute video call |
| Campaign updates (seasonal, promotional) | As needed, minimum quarterly | Active in platform |
| Technical monitoring | Continuous | Automated alerts + manual review |
Measurable SLA targets:
| Metric | Target |
|---|---|
| Portal deployment | Within 7 business days of receiving all client assets |
| Monthly report delivery | By the 5th business day of the following month |
| Campaign opt-in rate | Benchmark: 65-80% (portal-level); 20-35% (venue-level) |
| Email deliverability | 97%+ |
| Campaign open rate | Benchmark: 25-35% (platform average) |
Section 3: Platform uptime commitment
Template language:
"[Your Agency] commits to a platform uptime target of 99.5% measured on a monthly basis, excluding scheduled maintenance windows communicated at least 48 hours in advance.
Uptime is measured as the availability of the captive portal authentication service and the analytics dashboard. Brief interruptions of less than 5 minutes are not counted as downtime.
In the event of an unplanned outage exceeding 4 continuous hours, [Your Agency] will provide a service credit equal to the proportional daily service fee for each full day of outage beyond the 4-hour threshold."
Uptime tiers
| Uptime Level | Monthly Downtime Allowed | Service Credit |
|---|---|---|
| 99.9% | 43 minutes | Premium SLA tier |
| 99.5% | 3.6 hours | Standard SLA tier |
| 99.0% | 7.3 hours | Basic SLA tier |
Most resellers should commit to 99.5%. The underlying MyWiFi platform targets 99.9% availability, giving you margin. Don't promise 99.99% — you don't control the client's internet connection, hardware, or power supply, any of which can take the portal offline.
According to Gartner, the average cost of IT downtime is $5,600 per minute for enterprise organizations, though for small business WiFi marketing, the impact is proportionally smaller but still meaningful in terms of lost data capture (Source: Gartner IT Downtime Report, 2025).
Section 4: Support and response times
Template language:
"[Your Agency] provides technical support via email ([support email]) during business hours ([hours], [timezone]). Support requests are prioritized by severity."
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Portal completely offline across all locations | 2 hours | 8 hours |
| High | Portal offline at one location; campaign delivery failure | 4 hours | 24 hours |
| Medium | Portal performance degraded; reporting delays | 8 business hours | 48 hours |
| Low | Feature requests, cosmetic issues, general questions | 24 business hours | 5 business days |
Escalation process
Template language:
"If a Critical or High severity issue is not resolved within the initial resolution target, the Client may escalate to [Your Name/Title] at [direct phone/email].
Issues related to underlying platform infrastructure (server outages, CDN failures, API disruptions) are escalated by [Your Agency] to the platform provider with priority status."
Support scope
Included:
- •Portal configuration and troubleshooting
- •Campaign setup, edits, and optimization
- •Report questions and data interpretation
- •Dashboard access issues
- •Hardware connectivity troubleshooting (for supported vendors)
Not included:
- •Client-side internet connectivity issues
- •Hardware failures (access points, routers)
- •Third-party CRM or email platform issues (beyond integration configuration)
- •Custom software development
Section 5: Data handling and privacy
Template language:
"All guest data captured through the WiFi portal is owned by the Client. [Your Agency] acts as a data processor on behalf of the Client (data controller) and processes data solely for the purposes of delivering the Services.
[Your Agency] maintains the following data handling commitments:"
Data ownership
"The Client owns all guest contact data captured through the WiFi marketing portal. This includes email addresses, phone numbers, names, and any other personally identifiable information provided by guests. [Your Agency] does not sell, share, or use Client data for any purpose beyond delivering the contracted Services."
Data security
| Commitment | Standard |
|---|---|
| Encryption in transit | TLS 1.2+ |
| Encryption at rest | AES-256 |
| Access control | Role-based, client-level isolation |
| Data retention | Per Client-specified retention policy |
| Data deletion | Within 30 days of written request |
| Audit logs | Available upon request |
GDPR compliance (if applicable)
"Where guest data includes personal data of individuals in the EU/EEA/UK, [Your Agency] processes such data in accordance with the General Data Protection Regulation (GDPR). A Data Processing Agreement (DPA) is available upon request and is incorporated by reference into this SLA."
Data portability
"Upon termination of the Service or upon written request, [Your Agency] will provide the Client with a full export of all guest data in CSV format within 10 business days. This export includes all contact records, visit history, campaign engagement data, and analytics."
For more on compliant data capture, see our guide on capturing guest data legally.
Section 6: Client responsibilities
Template language:
"The Client agrees to provide the following to enable [Your Agency] to deliver the Services:"
| Responsibility | Details |
|---|---|
| Brand assets | Logo (SVG/PNG), brand colors, approved messaging within 5 business days of engagement start |
| WiFi access | Remote or on-site access to WiFi controller for initial configuration and troubleshooting |
| Internet connectivity | Maintain functioning internet service at each location |
| Hardware maintenance | Maintain functioning WiFi hardware at each location |
| Legal compliance | Maintain a privacy policy and terms of service for guest-facing portals |
| Content approval | Review and approve portal designs and campaign content within 3 business days of submission |
| Contact responsiveness | Respond to communications within 2 business days |
| Offer content | Provide current promotional offers and event details for campaign content |
"Delays in Client-provided assets, approvals, or access may extend deployment timelines proportionally. [Your Agency] will notify the Client of any delays and provide revised timelines."
Section 7: Term, billing, and termination
Term
Template language:
"This Agreement begins on [Start Date] and continues for an initial term of [month-to-month / 6 months / 12 months]. After the initial term, the Agreement renews automatically on a month-to-month basis unless either party provides 30 days' written notice of termination."
Billing
| Component | Amount | Billing Cycle |
|---|---|---|
| Setup fee | $[amount] | One-time, due at signing |
| Monthly service fee | $[amount]/location | Monthly, due on the 1st |
| Additional locations | $[amount]/location/month | Added to monthly invoice |
| Add-on services | Per add-on pricing | Added to monthly invoice |
"Payment is due within 15 days of invoice date. Invoices unpaid after 14 days may result in service suspension until the balance is resolved."
Termination
"Either party may terminate this Agreement with 30 days' written notice after the initial term. Upon termination:
- •[Your Agency] will provide a full data export within 10 business days
- •All portal and campaign services will be deactivated at the end of the notice period
- •No refunds are issued for the current billing period
- •The Client retains ownership of all guest data
- •[Your Agency] will delete all Client data from platform systems within 30 days of service deactivation, unless otherwise requested"
Early termination
"If the Client terminates before the end of a committed term (6 or 12 months), an early termination fee equal to [50% of remaining monthly fees] will apply."
SLA review and updates
Template language:
"This SLA is reviewed annually or upon significant changes to the Services. Either party may request a review at any time. Updates to this SLA require written agreement from both parties."
Include a version number and last-updated date on the document. When you update the SLA for new clients, existing clients continue under their signed version unless they agree to the update.
FAQ
Do I really need a formal SLA for small clients?
Yes. Even a one-page service agreement that covers deliverables, data ownership, and termination terms prevents misunderstandings. The SLA doesn't need to be long — it needs to be clear.
Should I use the same SLA for all clients?
Use the same template with tier-specific differences. A $200/month client gets the standard response times. A $500/month client might get priority support (2-hour response for Critical). The structure stays the same; the commitments scale with the price.
What if I can't meet a response time commitment?
Communicate immediately. "We're aware of the issue and working on it. Expected resolution is [time]." Most clients tolerate delays as long as they're informed. What they don't tolerate is silence.
Should I include a non-compete clause?
Generally not recommended for local service agreements. A non-compete prevents the client from switching to a competitor, which creates resentment. Instead, focus on delivering enough value that switching isn't attractive. Include a data portability clause so the client knows they can leave cleanly — paradoxically, this increases trust and reduces churn.
How do I handle a client who repeatedly violates their responsibilities?
Document the instances. After 3 violations (e.g., not responding to content approval requests, not maintaining internet connectivity), send a formal notice referencing the SLA. "Per our agreement, deployment timelines are extended proportionally to delays in client-provided assets. We've experienced [X] delays totaling [Y] days this quarter." This creates accountability without being adversarial.
Can I modify this template for different countries?
Yes, but get legal review for each jurisdiction. GDPR requirements apply in the EU/EEA/UK. LGPD in Brazil. POPIA in South Africa. Data handling and privacy sections must comply with local law. The service and billing sections are more universal.