Social Media Marketing Policy

Effective Date: August 10, 2018

This policy governs the Social Media Marketing (SMM) services provided by Brilliantek LLC and it’s division Brilliantek Media. Our goal is to enhance your digital presence through consistent, platform-specific content distribution.

1. General Management Terms

• Platform Access: The Client must provide secure administrative access to all requested platforms via a password manager or official platform “Invite” tools.
• Third-Party Tools: Some tiers may require a subscription to a social media scheduling tool (e.g., Buffer, Hootsuite, Zoho Campaign). Costs for these tools are the responsibility of the Client unless explicitly included in the tier.
• Engagement: Unless specified in a custom Level 4 agreement, our services cover posting only. Responding to comments, direct messages (DMs), or community management is not included.

2. Service Level Tiers

*Ad credit requires building a campaign and therefore approval must be provided to use credit. If no request is provided, the credit will not rollover.

3. Content Creation & Creative Rules

• Level 1 & 2 Limits: Content for these tiers is “recycled” from your current website or provided data. Custom graphic design, video editing, or original photography are not included and require an upgrade to Level 3.
• Level 3 Collaboration: We welcome client ideas and recommendations. Content will be sent for approval 3 days prior to the scheduled post date. No response will assume consent and the post will be released.
• Level 4 Autonomy: To ensure zero disruption and high-velocity growth, Level 4 content is posted without prior client approval.
  • The “Takedown” Rule: If the Client dislikes a specific post in Level 4, we will remove it immediately upon written request.
  • No Credits: Because the labor for creation and scheduling has already been performed, no refunds or “post credits” will be issued for removed content.

4. Level 5: Community Engagement & Response Policy

Level 5 includes all benefits of Level 4, with the added responsibility of active community management.

• Scope of Engagement: We will monitor and provide professional responses to comments and Direct Messages (DMs) that originate exclusively from the posts generated by Brilliantek LLC and/or its division Brilliantek Media.
• Response Protocol: We will interact with users to drive brand loyalty, answer basic questions, and “like” positive feedback.
• Escalation Policy: We are not a substitute for your primary Customer Service department. If a user reaches out with a complex technical issue, a formal complaint, or a sales inquiry that requires specific company knowledge, we will:
  1. Acknowledge the user’s message.
  2. Direct them to your official support email or phone line.
  3. Notify the Client via [e.g., Email] of the high-priority inquiry.
• Limitations: We do not provide engagement for “legacy” posts (content posted before our contract began) or for mentions/tags on third-party pages unless explicitly agreed upon in a custom Statement of Work.

5. Content Creation & Creative Rules

• Level 4 & 5 Autonomy: Content is posted without prior client approval to ensure maximum growth and zero disruption to your workflow.
• The “Takedown” Rule: If the Client dislikes a specific post in Level 4 or 5, we will remove it immediately upon written request.
• No Credits: Because the labor for creation, scheduling, and (in Level 5) monitoring has already been performed, no refunds or “post credits” will be issued for removed content.

6. Organic Posting vs. Paid Campaigns

All services provided in Tiers 1 through 4 are strictly Organic Posting services. Ads can be added at any time, but they will be billed a-la-carte (as needed/requested by client and their allocated budget toward those ads).

• Organic Reach: We utilize best practices for hashtags, posting times, and keywords to maximize “natural” reach. However, organic reach is subject to third-party algorithms (Meta, LinkedIn, X, etc.) and is not guaranteed to reach a specific number of views or leads.
• Paid Acceleration: If the Client wishes to accelerate views, impressions, engagements, or lead generation beyond organic levels, a Paid Campaign must be established.
• Ad Budget: All Paid Campaigns require a dedicated ad spend budget assigned by the Client. This budget is paid directly to the platform (e.g., Meta Ads, Google Ads) and is separate from our management fees.
• Level 5 Exclusive Credit: Only the Level 5: Community tier includes a monthly $100 Ad Credit applied toward boosting posts or running targeted campaigns. Any spend exceeding this $100 must be funded by the Client.