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1 — Service Description
What Drover Delivers
Fully managed AI-powered outbound sales campaigns targeting your ideal customer profile
Signal-vetted lead sourcing — every prospect is screened for active buying indicators before outreach
Domain provisioning, email infrastructure setup, and ongoing deliverability management
Dedicated campaign sequences tailored to your vertical with industry-specific playbooks
Performance reporting and pipeline visibility through the Drover Portal
2 — Service Tiers
Plan Commitments by Tier
Starter: 5-8 meetings/mo · 1 vertical · Email · $2,000/mo ($1,660 annual)
Growth: 10-15 meetings/mo · 2 verticals · Email + LinkedIn · $3,500/mo ($2,900 annual)
Scale: 15-20+ meetings/mo · 3+ verticals · Email + LinkedIn + Managed Replies · $5,000/mo ($4,150 annual)
All tiers require a 3-month minimum commitment. Annual billing saves two months (17% discount). Setup fees apply ($500–$1,500 depending on tier).
3 — Performance Standards
What We Hold Ourselves To
Campaign launch: Live outreach begins within 10 business days of completed onboarding
Lead quality: 100% of leads entering active campaigns are signal-vetted for buying intent — no cold list spraying
Email deliverability: Maintain inbox placement rate above 90% across all sending domains
Reporting cadence: Weekly performance reports delivered every Monday by 12pm ET
Domain health: Proactive monitoring of sending reputation; domains rotated before reputation decay impacts delivery
4 — Platform Availability
Portal Uptime and Access
Target uptime: 99.5% monthly availability for the Drover Portal (droverportal.com)
Scheduled maintenance: Performed during off-peak hours (Sundays 2-6am ET) with 48-hour advance notice
Unscheduled downtime: Best-effort resolution within 4 hours; status updates posted within 30 minutes of detection
Data retention: Campaign data, lead records, and performance history retained for the duration of your contract plus 90 days
Data export: Full data export available on request within 5 business days of contract termination
5 — Support and Response Times
How We Respond When You Need Us
Critical (campaigns down): Starter 24 hrs · Growth 12 hrs · Scale 4 hrs
High (deliverability issue): Starter 48 hrs · Growth 24 hrs · Scale 12 hrs
Normal (questions, changes): Starter 72 hrs · Growth 48 hrs · Scale 24 hrs
Support channels: Email (all tiers), Portal chat (Growth+), dedicated Slack channel (Scale)
Account reviews: Quarterly (Starter), Monthly (Growth), Bi-weekly (Scale)
Escalation path: Account Manager → Operations Lead → Founder
6 — Client Responsibilities
What We Need From You
Provide accurate Ideal Customer Profile details, target verticals, and geographic preferences within 5 business days of signup
Approve campaign sequences, messaging, and lead criteria within 3 business days of submission
Respond to warm lead notifications within the agreed SLA (recommended: same business day)
Provide timely access to CRM systems if integration is included in your plan
Notify Drover of any changes to target market, compliance requirements, or business direction that affect campaign strategy
Delays in client approvals or information may extend campaign launch timelines proportionally
7 — Remedies and Service Credits
If We Fall Short
Missed meeting targets: If meetings delivered fall below 75% of tier target for two consecutive months (not attributable to client delays), a pro-rata service credit is applied to the following month's invoice
Uptime breach: If monthly portal uptime falls below 99.5%, affected clients receive a 5% service credit on that month's fee
Launch delay: If campaign launch exceeds 15 business days due to Drover-side delays, a 10% credit is applied to the first month
Credit cap: Total service credits in any billing period shall not exceed 25% of that period's fees
Credit process: Credits are applied automatically or upon written request within 30 days of the qualifying event. Credits are not redeemable for cash
8 — Exclusions and Limitations
What This SLA Does Not Cover
Meeting targets are directional benchmarks, not guaranteed outcomes — outbound results depend on market conditions, ICP accuracy, and prospect responsiveness
Third-party service outages beyond Drover's control (email providers, data vendors, CRM platforms)
Performance degradation caused by client-provided data that is inaccurate, outdated, or non-compliant
Delays caused by client non-responsiveness to approval requests or information gathering
Campaigns targeting restricted industries, geographies, or audiences that violate CAN-SPAM, GDPR, or applicable regulations
Force majeure events including natural disasters, government actions, or widespread internet outages
Custom integrations or bespoke development work not included in the standard tier offering