1. Definitions
- Subscriber: A Customer with an active subscription plan (Green, Gold, or Black) under SKUNKWORK™.
- Task: A discrete service request submitted by a Subscriber, such as a website fix, feature update, graphic or print design.
- Working Day: A day that falls within the Subscriber’s plan-specific Operating Hours, defined in Section 3.
- Operating Hours: The days and times SKUNKWORK™ is available to receive and action Tasks, varying by plan tier.
- Execution Window: The target time frame in which a Task will be completed, defined in Section 4.
- Specification Sign-Off: The moment SKUNKWORK™ confirms all information needed to proceed with the Task has been received.
2. Priority Turnaround Policy
SKUNKWORK™ prioritises Subscribers with accelerated turnaround times. If a Task is submitted before 11:00am (UK time) on a Working Day, it will be completed the same day, unless stated otherwise. Tasks submitted after 11:00am will be delivered by the next Working Day, except Design Tasks (see Section 4).
3. Operating Hours by Subscription Tier
| Plan Tier | Operating Hours (UK Time) |
|---|---|
| Green | Mon–Fri, 9:30am–5:00pm (excl. UK public holidays) |
| Gold | Mon–Fri, 9:30am–5:00pm + Sat, 10:00am–2:00pm |
| Black | 7 Days, 8:00am–6:00pm |
Execution timelines only apply to Working Days as per your plan.
4. Task Execution Timeframes
✅ Website Fixes & Technical Support
Execution timelines commence after Specification Sign-Off by SKUNKWORK™. Timelines are targets, not guarantees, subject to Fair Usage and Force Majeure conditions.
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Bad Gateway / 502 Error | Diagnose and resolve server-side 502 errors | Within 1 Business Day | Same-Day (Before 11am) or Next Working Day |
| White Screen of Death | Debugging blank pages (esp. WordPress) | Within 1 Business Day | Same-Day or Next Working Day |
| Hacked WordPress Site | Malware removal, restore access, harden security | Within 1–2 Business Days | Within 1 Business Day |
| Plugin Conflict | Identify and resolve plugin issues | Within 1–2 Business Days | Within 1 Business Day |
| DNS Misconfiguration | Fix incorrect domain or nameserver settings | Within 1 Business Day | Same-Day or Next Working Day |
| SSL Certificate Error | Resolve expired/mixed content SSL errors | Within 1 Business Day | Same-Day or Next Working Day |
| Email Deliverability Issue | Investigate forms, SMTP, or blacklist issues | Within 1–2 Business Days | Within 1 Business Day |
| Slow Website Speed | Diagnose and recommend improvements | Within 2 Business Days | Within 1 Business Day |
| Broken Links / 404s | Audit and fix broken links/redirects | Within 1 Business Day | Same-Day or Next Working Day |
| Form Not Working | Fix broken forms, logic, or submissions | Within 1 Business Day | Same-Day or Next Working Day |
| Hosting/Downtime Issue | Investigate site downtime or liaise with host | Within 1 Business Day | Same-Day or Next Working Day |
| CMS Access Recovery | Regain admin access or password reset | Within 1 Business Day | Same-Day or Next Working Day |
| Error Establishing DB Conn. | Fix database connection failure | Within 1 Business Day | Same-Day or Next Working Day |
🎨 Graphic Design Tasks
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Social Media Post Design | Static promotional graphics | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Banner Ad Design | Ad creative for web/social campaigns | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Logo Refinement | Vectorisation or polish of logo | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Presentation Slide Design | Custom-designed slide decks | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Email Header Design | Newsletter or campaign header graphics | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Website Graphics | Hero images, UI banners, icons | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| App Store Screenshots | iOS/Android listing visuals | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Infographic Design | Custom charts and visual stats | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| YouTube Thumbnail Design | Video cover for engagement boost | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Display Poster (Digital) | A3/A4 display graphics (on-screen use) | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
🖨️ Print Design Tasks
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Business Card Design | Print-ready design with trim and bleed | Within 3 Business Days | Within 2 Business Days |
| Flyer / Leaflet Design | DL, A5, A4 promotional prints | Within 3 Business Days | Within 2 Business Days |
| Brochure Layout | Multi-page layout for sales or corporate use | Within 3–4 Business Days | Within 2–3 Business Days |
| Poster Design (Print) | A2–A0 high-res promotional posters | Within 3 Business Days | Within 2 Business Days |
| Packaging Artwork | Labels, boxes, or custom print packaging | Within 3–5 Business Days | Within 2 Business Days |
| Letterhead / Stationery | Branded printables for correspondence | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Menu Design (Print) | Food/drink menus (flat or folded) | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Product Sheet / Spec Sheet | One-pagers with visuals and data | Within 3 Business Days | Within 2 Business Days |
| Event Pass / Lanyard | Branded attendee or staff passes | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Exhibition Banner Design | Roller/banner stands or booth panels | Within 3 Business Days | Within 2 Business Days |
5. 🔁 Pause & Cancellation Impact on Fair Usage
Pausing or cancelling your subscription at any time will result in the immediate reset of your Fair Usage token allocation for design tasks (graphic and print).
- Your token accrual resets to the base month allocation upon resuming or re-subscribing, regardless of how long the subscription was previously active.
- This policy exists to incentivise continuous commitment and ensure fair access to SKUNKWORK™ resources for all active subscribers.
For example, a Gold plan subscriber who reaches Month 4 (with 10 tokens/month) and then pauses or cancels will return to Month 1 (4 tokens) if they restart at a later date.
Black tier follows a similar structure with a faster unlock path to unlimited, but resets also apply upon pause or cancellation.
6. Specification Sign-Off
Tasks begin once SKUNKWORK™ has confirmed all required materials have been submitted. Confirmation may occur via email, dashboard, or SKUNKWORK™’s internal system.
7. Refunds & SLA Breach
Refunds or credits will be considered if:
- SKUNKWORK™ fails to meet the guaranteed Execution Window by more than double the expected time.
- The delay is not due to late approvals, incomplete information, or revisions requested by the Subscriber.
8. Security & Data
Subscriber data is handled in line with SKUNKWORK™’s security and data protection policies. Subscribers are responsible for ensuring secure delivery of access credentials.
9. Force Majeure
Delays caused by uncontrollable events (e.g. power outages, natural disasters, internet failure, labour strikes) are not considered SLA breaches.
10. Governing Law
This SLA is governed by the laws of England and Wales. Disputes will be resolved through internal escalation or third-party mediation, where appropriate.