Service Delivery Policy

Overview

This Service Delivery Policy outlines FableForce's standards for delivering agency services, digital products, and SaaS features. We are committed to transparent communication and timely delivery of high-quality work.

Agency Services (Custom Projects)

Project Timeline Standards

Typical project timelines by service type:

Note: These are estimates. Actual timelines are defined in your project agreement.

Project Phases

Most agency projects follow this structure:

1. Discovery & Planning (Week 1-2)

• Initial consultation and requirements gathering
• Strategy development
• Project roadmap finalization
• Client Action Required: Provide brand materials, access credentials, content, feedback

2. Design & Development (Varies by Project)

• Creative concepts and initial designs
• Development and implementation
• Regular progress updates
• Client Action Required: Timely feedback on milestones, content approvals

3. Review & Refinement (Final 1-2 Weeks)

• Client review of deliverables
• Revision rounds (as specified in agreement)
• Final adjustments and polish
• Client Action Required: Consolidated feedback, final approvals

4. Delivery & Launch (Final Week)

• Final deliverables provided
• Launch coordination (if applicable)
• Training or handoff documentation
• Post-launch support period (if included)

Communication & Updates

Project Communication Standards

You can expect:

• Kickoff Meeting: Within 3-5 business days of project start
• Regular Updates: Weekly status updates via email or project management tool
• Milestone Reviews: Scheduled reviews at key project milestones
• Response Time: We respond to emails within 1-2 business days

We expect from you:

• Timely Feedback: Respond to milestone reviews within agreed-upon timeframe (typically 3-5 business days)
• Consolidated Feedback: Provide feedback from all stakeholders in one consolidated response
• Content & Assets: Provide required content, images, and assets by agreed-upon deadlines
• Access & Approvals: Grant necessary access to platforms, accounts, and provide timely approvals

Communication Channels

• Primary: Email (your assigned project manager's email)
• Alternative: Project management tool (ClickUp, Asana, or as agreed)
• Urgent Matters: Mark email subject with "URGENT" or call during business hours
• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM SGT

Deliverable Formats

Digital Files & Assets

Branding Projects:

• Logo files: AI, EPS, SVG, PNG (transparent), JPG
• Brand guidelines: PDF
• Color palettes: Documented in brand guide + digital swatches
• Typography: Font files (if licensed for client use) + specifications

Website Projects:

• Live website on your domain (if hosting included)
• Source code access (if agreed upon)
• Content Management System training
• Documentation: PDF user guide
• Credentials: Secure credential handoff

Marketing Materials:

• Design files: Original formats (PSD, AI, InDesign) if purchased
• Final outputs: High-resolution PDF, JPG, PNG as needed
• Social media assets: Optimized for each platform
• Digital assets: Organized in cloud folder (Google Drive, Dropbox, or as agreed)

Video Production:

• Final video: MP4 (1080p or 4K as agreed)
• Alternative formats: MOV, WebM (if requested)
• Raw footage: Available for purchase separately
• Project files: Available for purchase separately

Access & Ownership

• Ownership: Client owns final deliverables upon full payment (see IP terms in your agreement)
• Working Files: Source files may be provided for additional fee unless included in agreement
• Third-Party Assets: Stock images, fonts, and plugins used remain licensed per their terms
• Platform Access: Credentials provided securely via password manager or encrypted document

Delays & Extensions

Client-Caused Delays

If project delays are caused by client factors, the timeline will be adjusted accordingly:

Common client-caused delays:

• Late feedback or approvals (beyond agreed timeframe)
• Missing content, assets, or information
• Scope changes or additional requests mid-project
• Unavailability of key stakeholders for approvals

Impact:

• Timeline extended proportionally to delay
• No refunds or credits for client-caused delays
• Additional fees may apply if delays require rescheduling resources

FableForce-Caused Delays

If we are unable to meet agreed-upon deadlines due to our fault:

We will:

• Notify you immediately with explanation
• Provide revised timeline
• Work to minimize impact (additional resources, expedited delivery if possible)
• Consider compensation on case-by-case basis for significant delays

Delays caused by FableForce: Resource constraints, technical issues, underestimation of complexity

Force Majeure

Neither party is liable for delays caused by circumstances beyond reasonable control:

• Natural disasters
• Pandemics or public health emergencies
• Government restrictions
• Internet or infrastructure failures
• Third-party service disruptions (hosting, email, etc.)

Revision Policy

Included Revisions

Revision rounds included in your project are specified in your agreement. Typical inclusions:

• Branding: 2-3 revision rounds on primary concepts
• Website: 2 revision rounds per key page/section
• Marketing Materials: 1-2 revision rounds per deliverable
• Video: 2 revision rounds (one for rough cut, one for final)

What Counts as a Revision

Included in revision rounds:

• Adjustments to existing work within project scope
• Color, typography, layout refinements
• Content edits (if content provided by client)
• Fixing errors or inconsistencies

NOT included (additional fees apply):

• Major directional changes ("start over with different concept")
• Scope expansions (additional pages, features, deliverables)
• Changes to approved milestones from earlier project phases
• Revisions requested after final approval and delivery

Additional Revisions

If additional revisions are needed beyond included rounds:

• Hourly Rate: Billed at agreed-upon hourly rate
• Minor Revisions: May be included at no charge (at FableForce's discretion)
• Scope Changes: Require new project scope and pricing discussion

Post-Delivery Support

Support Period

Most projects include a post-delivery support period:

• Duration: Typically 30 days after final delivery (varies by project)
• Included: Bug fixes, technical issues, clarification questions
• NOT Included: New features, content changes, scope additions

Ongoing Support Options

Retainer Agreements:

• Monthly support and maintenance
• Priority response times
• Proactive monitoring and updates
• Discounted hourly rates for additional work

Ad-Hoc Support:

• Billed hourly at standard rates
• Response time: 3-5 business days
• Ideal for occasional updates or small changes

SaaS Platform (Brand OS)

Feature Delivery

Existing Features:

• Available immediately upon subscription
• Accessed via your Dashboard
• Documentation available in Help Center
• Onboarding resources provided

New Features:

• Released on a rolling basis
• Announced via email and in-app notifications
• No additional cost (included in subscription)
• Beta features available for Pro/Enterprise tiers

Platform Availability

Uptime Commitment:

• Target: 99.5% uptime
• Maintenance windows: Scheduled during off-peak hours (typically weekends, late nights SGT)
• Advanced notice: 48 hours for planned maintenance

Service Interruptions:

• Unplanned outages communicated via status page and email
• We work to restore service as quickly as possible
• No refunds for brief service interruptions (see Cancellation & Refund Policy)

Digital Products (Courses, Templates, Tools)

Note: E-commerce features are in development. This section will be updated as products become available.

Delivery Method

• Instant Access: Digital products delivered immediately after purchase
• Format: Online access via FableForce platform or downloadable files
• Lifetime Access: Courses and templates include lifetime access (unless otherwise specified)

Support for Digital Products

• Email Support: For technical issues or questions
• Documentation: Help guides and tutorials provided
• Updates: Free updates to products as they are released

Client Responsibilities

To ensure timely delivery, clients must:

1. Provide Required Materials: Content, images, access credentials, brand assets by agreed deadlines
2. Timely Feedback: Respond to milestone reviews within specified timeframe
3. Decision-Making: Ensure decision-makers are available for key approvals
4. Clear Communication: Provide consolidated feedback from all stakeholders
5. Payment: Meet payment milestones as agreed (work may pause if payment is late)

Failure to meet these responsibilities may result in:

• Project timeline extensions
• Additional fees for expedited work
• Project suspension until requirements are met

Liability & Warranties

Quality Commitment

We stand behind our work:

• Deliverables will meet specifications agreed upon in your project scope
• Work will be performed professionally and to industry standards
• We will fix errors or issues discovered during support period

Limitations

We are not responsible for:

• Issues caused by client modifications to deliverables
• Third-party platform changes or outages (e.g., social media algorithm changes, hosting issues)
• Results or ROI (marketing outcomes are influenced by many factors)
• Content provided by client (accuracy, copyright compliance, etc.)

See our Terms of Service for complete liability terms.

Contact Information

For service delivery questions:

Last Updated: January 25, 2025

This policy is subject to change. Changes will be communicated to active clients and posted on our website. Continued use of our services constitutes acceptance of updated policies.