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

Creative design agency Design Inc. provides design, print, internet and marketing services all over West London, South West London, Middlesex and Surrey including Sunbury, Staines, Slough, Windsor, Woking, Heathrow, Kingston, Richmond, Twickenham, Brentford, Hounslow, Teddington, Chertsey, Egham, Ascot, Bracknell, Reading, Guildford, Farnborough and Basingstoke.