Agency: Creando WTF
Markets: National (Mexico) & International (Nearshoring USA/Global)
Effective Year: 2026
This SLA defines the performance standards, communication protocols, and accountability frameworks for our partnership. Whether you are a local brand in Cancun or a tech firm in Austin, we operate with the same disruptive precision.
1. Performance Standards (Core KPIs)
Regardless of location, our “Winning Tactics” are measured by the following benchmarks:
A. Holistic SEO & Organic Growth
- Technical Health: We maintain a technical site health score of 95% or higher (verified via Ahrefs/Semrush).
- Search Visibility: 100% of high-priority conversion pages will be indexed by search engines within 7 days of publication.
- GEO Optimization: Monthly tuning to ensure your brand appears in AI-driven search results (Perplexity, ChatGPT Search, Gemini).
B. AI Automation & Efficiency
- Workflow Uptime: 99% availability for custom automation flows (Make, Python scripts, or custom APIs).
- The Human Filter: 100% of AI-generated content is reviewed by a Creando WTF specialist to ensure “Brand Voice” and factual integrity before going live.
2. Communication & Support Matrix
We leverage our location to provide real-time alignment across borders.
| Feature | National Clients (Mexico) | International (USA/Nearshoring) |
| Business Hours | 9:00 AM – 6:00 PM (Cancun Time) | 9:00 AM – 6:00 PM (EST/CST Alignment) |
| Primary Channels | WhatsApp / Slack / Email | Slack / Zoom/ Google Meeting / Email |
| Standard Response | Within 4 business hours. | Within 2 business hours. |
| Emergency Support | Resolution starts within 1 hour. | Resolution starts within 1 hour. |
| Meetings | Monthly Strategy Call (Bi-lingual) | Weekly/Bi-weekly Syncs (English) |
3. Financial & Tax Framework (The Legal Bridge)
- National Clients (Mexico): We provide a valid CFDI 4.0 invoice. Services are subject to the standard 16% IVA. Payments are accepted in MXN via SPEI transfer.
- International Clients (USA/Nearshoring): We issue a commercial International Invoice. As an export of digital services utilized abroad, a 0% IVA rate is applied (subject to providing a valid Tax ID). Payments are accepted in USD via Wire, ACH, or global payment platforms.
4. Dispute Resolution & Jurisdiction
- National Relationship: Any disputes will be resolved under the commercial laws of Mexico, specifically submitting to the courts of Cancun, Quintana Roo.
- International Relationship: To avoid the high costs of cross-border litigation, both parties agree to Virtual Mediation first. If unresolved, disputes will be settled via Binding Arbitration in Mexico, preventing “jurisdiction hopping” into US courts.
5. Data Privacy & “ARCO” Rights
We comply with the highest standards of data protection:
- Mexico: Full compliance with the Ley Federal de Protección de Datos Personales (LFPDPPP).
- USA/Global: We act as a “Data Processor” adhering to the principles of the CCPA and GDPR.
- Response: Any request for data access or deletion will be resolved within 15 business days.
6. Digital Resilience & “Cancun” Clause
We guarantee continuity even in the face of unexpected disruptions:
- API/AI Outages: If global platforms (OpenAI, Meta, Google) go down, Creando WTF activates “Manual Pivot Tactics” to ensure your marketing engine doesn’t stop.
- Geographic Resilience: In the event of extreme weather (Hurricanes) in the Cancun area, our distributed remote team will take over operations to ensure 0% downtime for our global clients.
7. The Accountability Guarantee
If Creando WTF fails to meet a “Critical Milestone” defined in the monthly roadmap due to internal negligence, we will apply a 10% service credit to your following month’s invoice. We win when you win.