Service Level Agreement (SLA) – Legal Edition v2.0
1. Definitions
For the purposes of this Agreement, the following terms shall have the meanings set forth below:
- “Customer” refers to any individual, company, or legal entity purchasing a One-Off Task from SKUNKWORK™ on a non-subscription basis.
- “Task” refers to a clearly defined unit of work commissioned by the Customer and executed by SKUNKWORK™, including but not limited to website repairs, graphic design, print layout, and marketing asset production.
- “Business Day” means any day between Monday and Friday, excluding public holidays observed in England and Wales.
- “Operating Hours” refer to SKUNKWORK™’s working hours during which Task execution may occur, as defined in Section 3.
- “Execution Window” means the indicative time period SKUNKWORK™ aims to complete a Task after Specification Sign-Off, as defined in Section 2.
- “Specification Sign-Off” refers to the mutual agreement that the Task brief, access credentials, files, and instructions are complete and satisfactory for execution.
- “Force Majeure Event” includes any occurrence beyond SKUNKWORK™’s reasonable control, such as natural disasters, war, terrorism, epidemics, labour strikes, or utility outages.
- “Deliverables” refers to the final work products submitted to the Customer at the completion of a Task.
2. Task Execution Timeframes
2.1. SKUNKWORK™ will use commercially reasonable efforts to complete all Tasks within the Execution Window stated in this SLA.
2.2. The Execution Window begins only after Specification Sign-Off and excludes any delays caused by:
- Incomplete instructions or missing materials;
- Customer non-response;
- Additional requests after the Task has commenced.
2.3. Timelines are indicative only and do not constitute binding delivery guarantees. Failure to meet estimated timelines shall not entitle the Customer to compensation, unless explicitly addressed under the Refund Policy (Section 6).
2.4. Specific timeframes for each Task category are outlined in Annex A – Task Execution Matrix.
3. Operating Hours
3.1. Unless otherwise agreed in writing, SKUNKWORK™ shall only execute One-Off Tasks during the following standard working hours:
| Customer Type | Operating Hours (UK Time) |
|---|---|
| One-Off Customers | Monday–Friday, 9:30am–5:00pm |
| Subscribers | See applicable Subscription SLA |
3.2. Any Customer-requested work outside these hours may incur additional charges and is subject to separate agreement.
4. Specification Sign-Off & Task Activation
4.1. No Task shall be considered active until SKUNKWORK™ has issued written confirmation (email, internal portal, or dashboard) that all of the following have been provided:
- Clear objective(s) and scope;
- All assets and materials (e.g. logos, copy, access credentials);
- Required platform logins or hosting information;
- Confirmation that no further instructions are pending.
4.2. It is the Customer’s sole responsibility to ensure accuracy, quality, and completeness of materials submitted.
4.3. SKUNKWORK™ reserves the right to pause or reject any Task that lacks sufficient information or violates the Fair Usage Policy or other applicable terms.
5. Task Acceptance, Clarification & Rejection
5.1. A submitted Task will be deemed valid only when:
- It contains a defined output or result;
- It includes necessary access, assets, and direction;
- It is submitted via approved communication channels (e.g. email, client portal).
5.2. If a Task is found to be vague, contradictory, or incomplete, SKUNKWORK™ will notify the Customer in writing. The Task will remain on hold until the deficiency is resolved.
5.3. Tasks may be rejected or rescheduled if:
- They fall outside of SKUNKWORK™’s service scope;
- The Task is abusive, illegal, or breaches company policy;
- The Customer has outstanding invoices or violations of prior agreements.
6. Refund Policy
6.1. Refunds for One-Off Tasks will be issued only under the following strict conditions:
- Delay Refund: If SKUNKWORK™ fails to complete the Task within double the published Execution Window (as per Annex A), and such delay is not attributable to Customer delay, inaction, or post-brief changes.
- Scope Breach Refund: If the delivered work materially deviates from the Specification Sign-Off and cannot be reasonably rectified through a revision.
6.2. Refunds must be requested in writing within 10 Business Days of Task completion.
6.3. All approved refunds will be issued to the original payment method within 5 Business Days of acceptance.
6.4. Refunds are not available in cases of:
- Change of mind or subjective dissatisfaction;
- Tasks impacted by Customer-side errors, incomplete materials, or moving goalposts;
- Tasks involving experimental, speculative, or undefined creative briefs.
7. Security, Access & Data Protection
7.1. All data, credentials, and access provided by the Customer are handled in accordance with SKUNKWORK™’s Privacy Policy and the UK General Data Protection Regulation (UK GDPR).
7.2. The Customer is solely responsible for ensuring:
- That all logins and data shared are accurate and current;
- That permissions are granted with appropriate authority;
- That any third-party systems are secure and operable.
7.3. SKUNKWORK™ shall implement reasonable technical and organizational measures to protect data during transmission and storage. However, SKUNKWORK™ shall not be held liable for breaches resulting from Customer-side vulnerabilities, weak passwords, expired credentials, or insecure platforms.
8. Limitation of Liability
8.1. To the maximum extent permitted by law, SKUNKWORK™ shall not be liable for:
- Any loss of revenue, business, contracts, profits, or data;
- Any indirect, special, incidental, or consequential damages;
- Any issue caused by third-party software, hosting providers, or platforms.
8.2. SKUNKWORK™’s total liability under this SLA shall not exceed the amount paid by the Customer for the specific Task giving rise to the claim.
8.3. No warranties are expressed or implied regarding fitness for a particular purpose, uninterrupted access, or compatibility with Customer systems beyond what was agreed during Specification Sign-Off.
9. Force Majeure
9.1. SKUNKWORK™ shall not be liable for any failure to perform or delay in performance due to causes beyond its reasonable control, including but not limited to:
- Fire, flood, or natural disaster;
- War, terrorism, or civil unrest;
- Labour disputes or supply chain breakdown;
- Governmental restrictions or legal changes;
- Internet, hosting, or utility outages.
10. Dispute Resolution
10.1. If a dispute arises, the Customer must notify SKUNKWORK™ in writing within 10 Business Days of the event giving rise to the concern.
10.2. SKUNKWORK™ will conduct an internal review and issue a written outcome. If unresolved, both parties may agree to:
- Non-binding mediation facilitated by a neutral third-party mediator;
- Binding arbitration, subject to mutual agreement;
- Or pursue legal remedies in accordance with Section 11.
11. Governing Law & Jurisdiction
11.1. This SLA, and any disputes or claims arising out of or in connection with it, shall be governed by the laws of England and Wales.
11.2. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales for all disputes.
12. Relationship with Terms & Conditions
12.1. This SLA shall be read in conjunction with SKUNKWORK™’s full One-Off Tasks Terms & Conditions, which prevail in the event of any conflict.
12.2. Additional references may include: