Master Service Level Agreement (SLA)
Last updated: 12 August 2025
This SLA applies to custom projects and packages. Any proposal or Statement of Work (SOW) will reference this SLA.
1) Scope & Deliverables
Deliverables are defined in your proposal/SOW (features, formats, rounds of revision).
Work outside scope is billed at a quoted change order rate after your approval.
2) Timeline & Availability
Typical studio hours: Mon–Fri, 09:00–16:00 SAST (excluding SA public holidays).
Standard response time: 1–2 business days.
Turnaround depends on timely client feedback and asset delivery.
Rush work (faster than agreed) may incur a 25–50% priority fee, if capacity allows.
3) Revisions
Each package includes a set number of revision rounds (see package pages).
Additional rounds or major direction changes are out of scope and quoted separately.
4) Client Responsibilities
Provide content, approvals, and feedback within agreed windows (usually 2–3 business days).
Ensure you have rights to any assets you supply.
Delays in feedback may shift delivery dates.
5) Payments
50% deposit to book the slot. Balance due on final delivery (or per milestones).
Invoices payable within 7 calendar days unless otherwise agreed.
Late payments may incur interest at 2% per month and pause the project.
Kill fee: If you cancel after kickoff, the deposit is non-refundable; completed work to date will be invoiced.
6) Intellectual Property
Upon full payment, you receive a license/ownership to the final approved deliverables as stated in your proposal.
Working files (e.g., native Figma/PSD) are not included unless specified.
We may showcase the project in our portfolio unless you request confidentiality in writing.
7) Warranties & Fixes
We warrant the work will materially match the agreed specification at handover.
30-day minor fixes window for defects (not new features).
For websites, we hand over tested files/settings; ongoing maintenance is not included unless on a support plan.
8) Content & Compliance
Client is responsible for legal compliance of content (e.g., claims, privacy, industry regulations).
We do not provide legal advice.
9) Limitations of Liability
Our total liability is limited to the fees you’ve paid for the specific project.
We are not liable for consequential, incidental, or indirect losses.
10) Force Majeure
Neither party is liable for delays due to events beyond reasonable control.
11) Governing Law
This agreement is governed by the laws of South Africa. Venue: KwaZulu-Natal.
12) Fit & Values (Solo Studio)
We’re a boutique, one-person studio. Capacity is limited. We accept projects aligned with our values and scheduling.
Out-of-hours contact is for emergencies only and must be pre-agreed (fees may apply).
By proceeding with a proposal, you accept this SLA. For anything not covered here, the proposal/SOW takes precedence.