Agency SOP Starter Pack

SOP 1 — New client onboarding

• Trigger: contract signed
• Steps: the onboarding checklist above, as a numbered procedure
• Owner: account lead · Time budget: 5 working days
• Done when: baseline saved, access complete, plan in the client's board

SOP 2 — Monthly reporting

• Trigger: 1st of the month
• Steps: pull data → headline bullets → work summary → send by the 5th
• Owner: each PM for their accounts
• Done when: report link sent and logged on the client's project

SOP 3 — Publishing content

• Trigger: draft approved
• Steps: on-page checklist → schema → interlinks → publish → submit URL
• Owner: content lead
• Done when: live URL passes the per-piece checklist

SOP 4 — Technical issue triage

• Trigger: audit finding or client report of a problem
• Steps: reproduce → severity (traffic at risk?) → ticket with evidence → fix window by severity
• Owner: whoever triages, explicitly named that week
• Done when: verified fixed and noted on the client's board

SOP 5 — Client escalation

• Trigger: unhappy email/call, or two missed responses
• Steps: acknowledge same day → facts before promises → call, not email → recovery plan in writing
• Owner: account lead + one level up
• Done when: client confirms the plan, follow-up dated