1. Scope
This SLA applies to clients on a signed white-label or high-volume monthly agreement. Ad-hoc / pay-per-order clients are covered by our standard Terms of Service rather than this SLA, though the spirit of these commitments still applies.
2. Turnaround commitments
We commit to the following standard turnaround times from receipt of complete order materials:
- Single-exposure photo editing
- 6–12 hours
- HDR / flambient editing
- 6–12 hours
- Day-to-dusk conversion
- 6–12 hours
- 2D floor plans (B&W, coloured, textured)
- 6–12 hours
- HMO / EPC / Lease plans
- 6–12 hours
- 3D floor plans
- 48–72 hours
- CGI floor plans
- 3–5 business days
- Virtual staging
- 6–12 hours
- Matterport editing (stills)
- 6–12 hours
- Matterport floor plan conversion
- 6–12 hours
- Walkthrough video editing
- 6–12 hours
- Cinematic video editing
- Up to 24 hours
Rush delivery (4-hour turnaround) is available for white-label partners by request and may attract a surcharge agreed in advance.
3. Quality standards
Every deliverable is reviewed before dispatch against the partner's documented quality standard. We commit to:
- Adherence to your style guide (colour grading, framing preferences, branding) within the first 3 orders after onboarding.
- Consistency across multiple deliverables in the same project (furniture style, edit tone, plan formatting).
- No more than 1 unsolicited revision request per 50 orders, on average, after onboarding stabilises.
- 100% portal-compliance — Rightmove, Zoopla and OnTheMarket-ready outputs by default.
4. Communication and account management
Every white-label partner is assigned a dedicated UK-based Account Manager who:
- Conducts the onboarding call and documents your style guide and brand standards.
- Is your single point of contact for orders, revisions and escalations.
- Reviews monthly volume, quality and turnaround metrics with you in a 30-minute call.
- Holds the relationship — even when individual editors change, you keep the same AM.
5. Support response times
- Order acknowledgement
- Within 30 minutes during UK business hours (Mon–Sat, 09:00–18:00).
- General enquiry response
- Within 1 hour during UK business hours.
- Revision response
- Started within 1 hour during UK business hours; delivered within original order turnaround.
- Critical issue (delivered file corrupted, deadline missed)
- Within 30 minutes during UK business hours; within 4 hours outside UK business hours via the on-call AM.
6. Escalation
If a concern cannot be resolved by your Account Manager within 24 hours, escalation runs as follows:
- AM to Operations Lead — within 24 hours of unresolved concern.
- Operations Lead to Studio Director — within 48 hours.
- Studio Director to Founder — within 72 hours, with a written response and remediation plan.
7. Volume tiers and pricing
Per-image and per-plan prices decrease as monthly volume increases. Tier pricing is agreed in your signed white-label agreement based on your typical monthly volume. Prices are reviewed quarterly or whenever volume changes by more than 25%.
8. Confidentiality and NDA
Every white-label partnership begins with a signed Non-Disclosure Agreement covering project briefs, client information, files, deliverables, and the existence of the white-label relationship itself.
No editor working on white-label files has access to your end-client contact information unless explicitly required for a specific delivery.
9. Performance reporting
Monthly performance reports include:
- Order volume by service type
- Average turnaround time vs SLA
- Revision rate vs benchmark
- Spend by tier
- Any service incidents and resolution
10. Force majeure
SLA commitments are suspended during force majeure events (e.g. national power outages, internet infrastructure failures). We commit to communicating any such impact within 30 minutes of identifying it and providing a return-to-service timeline within 2 hours.
11. Termination
Either party may terminate the white-label agreement with 30 days written notice. Termination does not affect orders already in progress, which are completed under the existing SLA.
12. Contact
For white-label enquiries:
Email: info@vizcraft.biz
Phone / WhatsApp: +44 7830 739822
Or request a proposal at /white-label.