SLA (SERVICE LEVEL AGREEMENT)

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Effective date: 2021-09-02

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Introduction

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This Service Level Agreement defines the services of this agency for the client. We strive for 100% transparency when communicating with our clients as we believe this is a vital step for mutual success. We have developed this agreement to outline everything you have the right to expect from our agency and staff during the course of the project. This SLA agreement in conjunction with our other agreements and contracts should provide clarity on all of our policies and procedures.

Costs

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The following outlines cost and billing procedures for CineVire Pvt. Ltd..

 

Estimations

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We are able to provide clients with initial estimates for project costs. The end total may vary from the initial estimate due to scope change, unforeseen circumstances, changes of schedule, etc. Any additional costs will be billed as a normal invoice and will follow the payment terms listed below.

 

Payments

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Standard payment terms are due in full upon receipt and date of an invoice. Clients will make payment through the payment gateway only when they have a confirmed project with us or if someone would be interested in enrolling into our course. Invoices will be issued by CineVire Pvt. Ltd. to the client’s billing email upon successful transaction completion. If a client is fifteen (15) days past the invoice issue date, the project will be suspended until all past payments are made and service bandwidth becomes available again. Late payments are considered a breach of contract and are subject to termination. In the event of termination, the client remains responsible for all past and future invoicing stipulated by the agreement. Interest payments will be billed to a payment method on file when possible. If there is not a chargeable payment source on file, the late fee will be added to the outstanding balance and interest will compound monthly.

Projects that recur on monthly, annual, or any other interval will automatically renew for the period of the preceding term unless one of the parties involved provides a written notice at least 30 calendar days in advance of the renewal date of its desire to terminate the agreement. If early cancellation is requested by the client in writing and CineVire Pvt. Ltd. accepts the request in writing, a one-time administrative fee of no more than 80% of the remaining balance will be charged on the day following the final day of services delivered. At that point, services will be suspended and the agreement will be terminated.

Note: If a client requests cancellation on the basis of a service satisfaction guarantee made in writing by an agent of CineVire Pvt. Ltd., the client must prove that CineVire Pvt. Ltd. has materially underdelivered, causing the campaign or project not to perform.

CineVire Pvt. Ltd. reserves the right to collect pre-payment on project milestones if the client has a history of not paying on time or if the client is expected to not pay in full upon the delivery of the milestone. Pre-payment invoices are subject to the same terms outlined for standard invoices (invoices not issued in circumstances where pre-payment is required), and defaulting on such invoices is no different from defaulting on standard invoices.

By providing your credit card or bank transfer info to CineVire Pvt. Ltd., you are providing consent and authorization for CineVire Pvt. Ltd. to draft payments from the account(s) provided to cover the agreed-upon fees for your project.

Account Management for Monthly Projects

The diagram below illustrates our management structure and the relationship between you, your Account Manager and the rest of the CineVire Pvt. Ltd. team. When engaging with CineVire Pvt. Ltd. on a retainer-based project, the following communication options are available upon request:

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• Direct point of Contact at CineVire Pvt. Ltd.

• Weekly 15-minute update calls with your dedicated account manager

• 60-minute review call on last weekly call of the month

• Live reporting dashboard

• Meeting agendas provided prior to meetings

• Meeting notes provided following meetings

You will also have access to the following upon request:

• PDF weekly snapshot campaign reports

• Weekly 15-minute update calls with your dedicated account manager

• 60-minute review call on the last call of the month

• Live reporting dashboard

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Agency Structure

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Trainings & Courses:

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We also provide training to students interested in the Digital Media niche such as Animation, Color Grading, Video Editing, Film making etc. This training is provided by certified professionals who have been in the industry since quite some time. Students are fully aware of the curriculum and course they are enrolling into, & only then, they proceed towards making the payment.

 

Communication:

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All-important communications, including confidential information and signed documentation, are to be sent through the project management platform. This is done to ensure client confidentiality and serve as a record of communication.

Our office working hours are Monday to Saturday 9am – 5pm and details of your Account Manager and upper management contacts will be provided in your initial meeting.

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We cannot guarantee response time when clients submit requests via email, voicemail, or text message.

Clients will provide feedback to CineVire Pvt. Ltd. within 3 business days. If a client needs longer turnaround on a specific round of feedback, they should request this within 1 business day, so that CineVire Pvt. Ltd. can adjust the project schedule.

Video conferences and any other type of digital meeting will need to be rescheduled if the client is not present within 10 minutes of the start time. Your project manager will suggest available openings if this occurs, upon request.

Any further inquiries, queries or complaints can be escalated by emailing Support@CineVire.com.

Timeline

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Each project has an estimated timeline. We do our best to adhere to it but it is subject to change due to response times, edits, and change orders. If you have a tight deadline, arrangements can be made by contacting your account manager but may require a change order. Task allocation times are separate from milestones, deadlines, and turnaround times.

Pausing Campaigns

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If a client is unresponsive for a two week (14 days) period of time, we reserve the right to pause the campaign or project. All work will be suspended and the card on file will continue to be billed as described in the scope of work for the remainder of the contract period. If a campaign is paused and the client decides to come back on, the project will only resume work when service bandwidth opens back up.

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Change Orders

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Upon accepting the Project Scope, should the client desire to add additional services or make changes to the existing project scope, the client must submit a signed change order request to the account manager for review. Not all change orders will be accepted or approved. Work will not commence until change orders have been authorized and project scope has been formally revised. No refunds will be issued for work done according to change orders.

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Edits

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Edits will be applied if they are in line with the project scope, additional design or development will require a change order and will be charged accordingly.

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Refunds

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CineVire Pvt. Ltd. does not offer refunds for any projects. It offers refunds only for Courses and trainings, and that too, if it is requested reasonably within a time span of 7 days. If a project receives an approved change order after the scope of work has been finalized, we can credit the amount of time that was removed towards future work with CineVire Pvt. Ltd.. However, the cost of other tasks may increase because we often give bulk rates for bulk work. Therefore, we may not be able to give full credit for excised work originally described in the Scope of Work. We do not offer refunds or project cancellations. If a project is canceled or abandoned, the client remains responsible for any outstanding payments which are due to CineVire Pvt. Ltd.

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Approval

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All work is subject to the Service Level Agreement. Work cannot begin until the SLA and all legal agreements are approved and signed. Amendments may occur as necessary upon mutual agreement from both primary stakeholders.

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In the event you have any questions or comments please reach us via the following contacts:

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Email - Support@CineVire.com

Phone no: +91 8284948483, +91 73474 05688

Address: CineVire, #356 (Cabin #1,2, &3) Preet Colony Zirakpur, Punjab, India - 140603