1. Introduction & Purpose
This Service Level Agreement (SLA) outlines the commitments, standards, and operational expectations between PixelCraft Studio ("Provider") and our clients ("Client"). It serves as a transparent framework for delivering UX/UI design services, ensuring alignment on quality, timelines, communication, and accountability.
Note: This SLA supplements the Master Services Agreement (MSA) and Statement of Work (SOW) for each project. In case of conflict, the signed SOW takes precedence for project-specific terms.
2. Scope of Services
PixelCraft Studio delivers end-to-end UX/UI design solutions tailored to digital products. Standard service categories include:
- UX Research & Strategy: User interviews, persona development, journey mapping, competitive analysis, and information architecture.
- UI Design & Prototyping: Wireframing, high-fidelity visual design, interactive prototyping, and micro-interaction design.
- Design Systems: Component libraries, design tokens, style guides, and documentation for scalable product development.
- Usability Testing: Moderated/unmoderated testing sessions, heuristic evaluations, and iterative refinement.
- Developer Handoff: Figma specs, asset exports, CSS/Design token documentation, and implementation support.
Services outside this scope require a formal change request and updated SOW approval before execution.
3. Response & Communication SLAs
Clear, timely communication is foundational to successful design partnerships. The following response windows apply during standard business hours (Mon–Fri, 9:00 AM – 6:00 PM PST):
| Priority Level | Description | Response Time | Commitment Type |
|---|---|---|---|
| Critical | Blocking issue preventing development or launch | Within 2 hours | Guaranteed |
| High | Major design feedback, scope clarification, or milestone review | Within 4 business hours | Guaranteed |
| Standard | Routine updates, asset requests, non-blocking questions | Within 1 business day | Business Hours |
| Low | Future enhancements, exploratory requests, general inquiries | Within 3 business days | Best Effort |
Response time is measured from the moment a ticket/email is received until a substantive reply is sent. After-hours submissions are queued and addressed at the start of the next business day.
4. Delivery & Timeline Guarantees
PixelCraft Studio commits to delivering all project milestones within the agreed-upon timeline outlined in the SOW, subject to the following conditions:
- On-Time Delivery Rate: We guarantee 95% of deliverables will be submitted on or before the scheduled date.
- Client Dependency: Timelines are contingent on timely client feedback (within 48 business hours of submission). Delays in feedback will proportionally adjust the delivery schedule.
- Change Management: Scope additions or modifications requested after kickoff will trigger a timeline adjustment review within 24 hours.
- Milestone Sign-offs: Each phase requires explicit client approval before proceeding. Implicit approval is not recognized.
Penalty Clause: Should PixelCraft Studio fail to deliver on schedule due to provider-side delays (excluding client dependencies or force majeure), a credit of 2% of the project fee per week of delay will be applied, up to a maximum of 15%.
5. Quality Assurance & Revision Policy
Quality is non-negotiable. Our design deliverables undergo internal QA checks before client presentation. The revision policy is structured to ensure efficient iteration:
- Included Revisions: Up to 2 revision rounds per milestone are included in standard packages. Enterprise retainers include unlimited revisions within scope.
- Revision Definition: Adjustments to existing concepts, layout tweaks, color/typography refinements, and content updates. Not included: complete conceptual pivots or new deliverables.
- Feedback Consolidation: Clients must provide consolidated, actionable feedback. Fragmented or conflicting notes may extend turnaround times.
- Quality Standards: All outputs meet WCAG 2.1 AA accessibility guidelines, responsive breakpoints per brief, and brand compliance checkpoints.
6. Performance Metrics & KPIs
Success is measured through transparent, trackable metrics reviewed quarterly (or per project phase):
| Metric | Target | Measurement Method |
|---|---|---|
| On-Time Delivery | ≥ 95% | SOW milestones vs. actual submission dates |
| Client Satisfaction (CSAT) | ≥ 4.5 / 5.0 | Post-milestone survey (5-point scale) |
| Design Acceptance Rate | ≥ 85% first-pass | Approved deliverables vs. total submissions |
| Usability Score (SUS) | ≥ 70 (industry avg: 68) | Standardized System Usability Scale testing |
Reports are shared via shared dashboard or monthly PDF summary. Continuous improvement initiatives are documented and proposed annually.
7. Post-Launch Support & Maintenance
Design doesn't end at launch. Post-delivery support is structured based on engagement tier:
- Standard (30 days): Bug fixes, minor asset adjustments, and implementation QA checks at no additional cost.
- Extended Retainer (Monthly): Ongoing UI updates, design system maintenance, quarterly UX audits, and priority support queues.
- Ad-Hoc Support: Billed at the agreed hourly/daily rate, with 48-hour turnaround for non-critical requests.
All post-launch requests are logged in our shared project tracker. Response times follow Section 3 SLAs.
8. Escalation Procedures
If service levels are consistently missed or critical issues arise, the following escalation path applies:
- Level 1: Project Designer/Lead addresses within 24 hours via direct channel.
- Level 2: Creative Director reviews and intervenes within 48 hours if unresolved.
- Level 3: CEO/Operations Director engages for strategic realignment or formal mediation.
- Documentation: All escalations are logged, reviewed in the next quarterly business review (QBR), and used to refine processes.
9. Limitations & Exclusions
This SLA does not cover:
- Third-party platform outages (Figma, cloud services, client CMS, etc.)
- Delays caused by incomplete/blocked client feedback beyond 48 business hours
- Force majeure events (natural disasters, widespread infrastructure failures, pandemics)
- Requests for development, QA testing, or server hosting (unless explicitly scoped)
- Unauthorized use of deliverables outside the agreed project scope or licensing terms
PixelCraft Studio reserves the right to pause or suspend work if payment terms are breached or safety/legal compliance is compromised.
10. Terms & Acknowledgment
By signing or digitally accepting this SLA, both parties agree to the standards, timelines, and communication protocols outlined herein. This document will be reviewed annually or upon significant service modifications.
Acceptance Method: Electronic signature via DocuSign, signed PDF return, or explicit written confirmation via official company email constitutes valid acceptance.
Digital Acknowledgment
Please indicate your agreement to the terms above.