Service Level Agreement

What you can hold us to. These are the commitments behind the quote, and the remedy if we miss one.

Response times

Turnaround

Turnaround is agreed per project and stated in the quote. Typical ranges:

• Image editing — 6 to 24 hours for standard volume
• Video post — 24 to 96 hours depending on runtime and complexity
• 3D — 2 to 15 working days depending on scope

Turnaround starts when we have usable files and a workable brief. If either is missing we will tell you the same day rather than letting the clock run.

Quality

Every batch is checked before delivery against the brief, the technical specification and consistency across the set. Consistency across a range matters more than brilliance on one image, and it is what we check for.

Availability and cover

We operate Monday to Saturday. Ongoing clients have a named contact and a named backup, so a single person's absence is not your problem.

If we miss

We will tell you before the deadline, not after. Where a missed deadline is our fault:

• We prioritize the work to close the gap at no extra cost.
• Rush charges for that batch are waived.
• For a material miss on a retainer, we credit the affected portion of the month.

Security commitments

• Your files are stored on private storage, outside the public web root.
• Access is limited to the team working on your project.
• Files are deleted on the schedule in the Privacy Policy, or sooner if you ask.
• We will sign your NDA.

Escalation

If something is not being resolved, email hello@mediascaleup.com with "escalation" in the subject. It goes to a director, not back into the same queue.

Response and turnaround commitments

These are the commitments, not aspirations. Where we miss one, the remedy is set out at the bottom of this page rather than left to a conversation.

Working hours and overlap

Our hours overlap the US business day, Monday to Friday. In practice the reliable window for a live conversation is the American morning, and we would rather agree a standing slot with you than promise round-the-clock availability that nobody can sustain. Work handed over at the end of your day is frequently back at the start of the next one, which is the one genuine advantage of the time difference.

Project delivery dates

Delivery dates are agreed per project and written into the scope document. A date we agree is a commitment; a date we estimate is labeled as an estimate. We will not blur the two, because the blur is what makes a schedule meaningless.

Dates assume you meet the dependencies on your side — files, decisions, approvals — by the dates in the same document. Where a dependency slips, we will tell you immediately what it does to the end date rather than absorbing it silently and then missing the deadline.

What is excluded

• Delay caused by waiting on you. We will always tell you when a clock has stopped.
• Scope changes requested after work has started on the affected part.
• Third-party failures genuinely outside our control, including platform outages.
• Source material that turns out to be unusable, where we flagged the risk in writing before starting.

Escalation

1. Raise it with your project contact. Most things are resolved here, same day.
2. If it is not resolved within two business days, email the studio address and say you are escalating. It goes to someone not working on your project.
3. If that does not resolve it within five business days, the refund policy applies and the remedies below become available.

Remedies

Where we miss a commitment on this page through our own fault, you are entitled to a redo at no charge and, where the delay has made the work less useful to you, a proportionate credit or refund. You do not have to argue for it and you do not have to threaten anything. Ask, and we will apply it.