Service Level Agreement - Design Inc

T: +44 (0)1784 410380
E: info@designinc.co.uk

Service Level Agreement

Area

Action

Detail

Client Service Client management
  • Contact reports will be issued within 24 hours of meeting
  • A weekly status report will be provided on major projects/multiple project accounts
  • Ensure that all calls and emails are responded to by the end of the day
  • Keep the client up to date on relevant information re: jobs in progress
  • Provide alternative solutions for any issues that may occur
  • Pre-inform client of all team absences, provide detailed handover notes and replacement agency contact (to be introduced at least 12 hours in advance).
  • Project/account review meeting with Client Management team and client on quarterly basis
Creative Concepts
  • 3+ concepts will be presented, supported with a strategic and creative rationale. Recommendation provided if requested
  • Creative execution will adhere to client brand (and guidelines where available) where appropriate
  • Creative team will attend presentation where feasible
  • A creative review of each client will take place on a quarterly basis
Project management Planning and scheduling
  • A detailed timing plan will be presented with concepts. This will be updated and redistributed when relevant.
  • Project and production timing plans will be adhered to and in the event of milestones being missed, a revised timing plan will be provided. Any changes to ultimate delivery will be discussed and agreed with the Client.
  • Design Inc will always aim to meet the original deadline. Where this is not possible potential alternative solutions will be provided.
Production Costs
  • A cost estimate will be presented with concepts.
  • Production cost estimates will be obtained from 3 suppliers. One cost estimate will be created based on the most appropriate supplier for the job.
  • Design Inc will proceed with the relevant action following written approval of costs.
  • A concept will be delivered on budget, in the event of a concept being over budget, an alternative on-budget alternative solution will be provided.
Finance Billing
  • Any changes to costs will be discussed with the client and documented via email.
  • A final cost estimate will be provided at the end of the job.
  • Following client approval of final costs an invoice will be issued.
  • Financial review on quarterly basis