Service Level Agreement (SLA)

Effective Date: January 16, 2025

This Service Level Agreement ("SLA") outlines the service standards you can expect from Sketcher.Design regarding our design subscription services. This SLA is incorporated into our Terms of Service.

• Platform Availability: We strive for 99.5% uptime for our client dashboard and communication platform, excluding scheduled maintenance.
• Support Availability: Our support team is available via email and in-app chat during standard business hours (UAE time), Monday to Friday.

a. Turnaround Times:

• Standard Delivery: Most design requests submitted will receive an initial draft within 1-2 business days. Complex requests or multiple active requests may extend this timeframe.
• Rush Add-on: For requests with the "Rush" add-on, we will prioritize and attempt same-day delivery. If same-day delivery is not achieved due to our internal processes, the "Rush" add-on fee may be refunded.

b. Revisions:

• Unlimited Revisions: We offer unlimited revisions on all active requests until you are 100% satisfied.
• Revision Turnaround: Each round of revisions typically takes 1 business day. Delays in client feedback or providing clear instructions may extend this.

• Response Time: We aim to respond to all client messages within your dedicated Workspace or via email within 4-8 business hours during our operating hours.
• Design Team: You will have access to communicate directly with your assigned design team via the Workspace.

• All designs produced by Sketcher.Design will be professional, meet industry standards, and adhere to the specifications provided in your design brief and brand guidelines.
• We commit to providing designs free from technical errors and fit for their intended purpose.

This SLA does not cover:

• Delays caused by client actions, such as slow feedback, unclear instructions, or absence of necessary assets.
• Force majeure events (e.g., natural disasters, war, acts of terrorism).
• Outages or performance issues due to third-party services outside our direct control (e.g., internet service provider outages).

In the event of a significant breach of this SLA directly attributable to Sketcher.Design (e.g., prolonged platform downtime exceeding 48 hours, consistent failure to meet turnaround times without communication), we may, at our sole discretion, offer service credits or a partial refund.

Sketcher.Design reserves the right to modify this SLA at any time. We will notify you of any changes by updating the "Effective Date" and posting the revised SLA on our website.

This is a placeholder Service Level Agreement. Please consult with a legal professional to draft an SLA tailored to your specific business and jurisdiction.