Service Level Agreement

Area Action Detail

Contact reports will be issued within 24 hours of meeting.
If requested, a weekly status report will be provided on major projects/multiple project accounts.
Ensure that all calls and emails are responded to as promptly as possible.
Keep the client up-to-date on relevant information re: jobs in progress.
Provide alternative solutions for any issues that may occur.

3+ concepts will be presented and supported with strategic and creative rationale on branding-related projects. Recommendations will be provided if requested.
Creative execution will adhere to client brand (and guidelines where available) where appropriate.

For larger, major or complex projects, 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.
Civic Owl will always aim to meet the original deadline. Where this is not possible potential alternative solutions will be provided.

If requested, a cost estimate will be presented with concepts.
Production cost estimates will be obtained from up to 3 suppliers. One cost estimate will be created based on the most appropriate supplier for the job.
Civic Owl will proceed with the relevant action following written approval of costs.

Any changes to costs will be discussed with the client and documented via email or in written form.
A final invoice will be provided at the end of the job.
Terms of payment are outlined in Civic Owl’s Trading Terms and Conditions.