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Service Level Agreement

This document focuses specifically on the service-level commitments and expectations between Brickside Studio and it's customers regarding booking call-out requests. It includes details about sequential handling, completion and delivery timelines, communication protocols, and provisions for media. By subscribing to a plan you agree to the terms of this Service Level Agreement.

1. Photoshoot Call Out Handling

1.1. Service Provision: The Company agrees to provide real-estate photography services to the customer in accordance with the terms outlined in the selected subscription plan.

1.2. Sequential Handling: Photoshoot call-out requests are processed on a sequential basis, meaning that each request is handled individually, one job at a time.

1.3. Completion and Delivery: Upon completion of a photoshoot, including editing and delivery of the content (photos, videos, or any digital media), and upon the customer's satisfaction approval, the Company will proceed with accepting the next call-out request.

1.4. Turnaround Time: The typical turnaround time for completing a photoshoot call-out request, from capturing of content during a photoshoot to delivery of edited content, is 48 hours. However, the actual turnaround time may vary depending on factors such as the scope of the job, the number of services selected by the customer, weather conditions, and property availability. Please note that the stated turnaround time is an estimate and not a guarantee.

1.5. Communication: The Company agrees to maintain open communication with the customer regarding the status of their photoshoot call-out request and any anticipated delays in turnaround time. The preferred or primary method of communication with the customer is over email.

1.6. Customer Approval: The Company shall seek the customer's approval upon completion of each photoshoot call-out request and final delivery of content before proceeding with the next job in the queue. Customer approval signifies satisfaction with the quality of the delivered content.

1.7. Initiation of Photoshoot Call-Out Requests:

1.7.1. Customers must initiate a photoshoot call-out request primarily by submitting a formal request through the designated online portal provided by the Company. However, the Company reserves the right to adjust bookings based on direct communication with customers through methods including, but not limited to, email communication or any other method specified by the Company.

1.7.2. The Company shall provide clear instructions and guidelines for submitting photoshoot call-out requests through the designated platform. Customers are responsible for ensuring that all required information and details related to the photoshoot request are accurately provided at the time of submission. Customers are responsible for keeping the service area in mind when creating service booking requests.

1.7.3. Upon receipt of a photoshoot call-out request through the designated platform, the Company shall acknowledge the request and commence processing it in accordance with the procedures outlined in this Service Level Agreement (SLA). The acknowledgment may include an estimated timeline for scheduling the photoshoot and delivering the final content to the customer.

1.7.4. The Company reserves the right to verify the authenticity and validity of photoshoot call-out requests submitted through the designated platform. Any fraudulent or misleading requests may be rejected, and appropriate actions may be taken by the Company to address such instances.

1.7.5. Adherence to Instructions: Customers are encouraged to adhere to the instructions provided by the Company regarding the submission of photoshoot call-out requests through the designated platform to ensure efficient processing and timely delivery of services. If a customer does not follow these instructions when submitting a call-out request, the Company cannot be held liable for any delays in the delivery of content or provision of service.

 

2. Service Area

2.1. Geographic Scope: The Company, Brickside Studio, is located in Macquarie Park, NSW. We offer real-estate photography services within a 15km radius from our location.

2.2. Service Limitation: This service area defines where the Company operates, and is in place for us to ensure delivery of content to clients quickly and efficiently.

2.3. Booking Requests: Customers are requested to keep the service area in mind when creating service booking requests.

2.4. Exceptional Circumstances: While the Company mainly operates within the defined service area, we may consider exceptions based on special circumstances. Any service beyond the 15km range will need Brickside Studio's approval.

2.5. Flexibility: If a job requires travel beyond our usual range, the Company is open to discussing such arrangements with clients.

2.6. Future Amendments: Please note that the defined service area may change in the future. We will inform clients about any changes as soon as possible via email.

 

3. Provisions for Unsatisfactory Media

3.1. Customer Satisfaction Guarantee: The Company is committed to delivering high-quality media content that meets the expectations of our customers.

3.2. Editing and Modification: We will edit and modify the delivered media content until the customer is satisfied with the quality and it meets their requirements. The customer may request specific revisions or adjustments to the media content within a reasonable timeframe of 7 days.

3.3. Re-shoot Option: In the event that the customer remains unsatisfied with the media content even after revisions and modifications, the Company offers the option for a re-shoot. The customer may request another photo shoot session to capture additional images or footage to better meet their needs.

3.4. Procedure for Revisions and Re-shoot: To request edits, modifications, or a re-shoot, the customer must notify the Company in writing within 7 days of receiving the delivered media content. The request should include specific details about the desired changes or reasons for dissatisfaction.

3.5. Evaluation and Resolution: Upon receiving a request for revisions or a re-shoot, the Company will promptly assess the customer's concerns and work to address them in a timely manner. We will collaborate with the customer to ensure that their expectations are met to the best of our abilities.

3.6. Limitations: While we strive to accommodate customer preferences and requests, there may be limitations on the extent of revisions or adjustments that can be made. Additionally, the Company reserves the right to determine the feasibility and practicality of conducting a re-shoot based on factors such as scheduling, logistical considerations, weather conditions, property availability, or any other circumstances beyond the Company's reasonable control.

3.7. Booking Limitations: If additional modifications to content or re-shoots are necessary, we cannot accept additional bookings for new call-out requests simultaneously. This ensures that our team can fully focus on addressing the customer's concerns and finalizing the original content to the customer's satisfaction before committing to new projects.

 

4. Modifications and Amendments

4.1. Company Discretion: The Company reserves the right to make modifications or amendments to the terms of this Service Level Agreement at its sole discretion.

4.2. Notice Period: The Company may propose modifications or amendments to this Agreement by providing written notice to the customer. The notice period for proposed changes shall be 30 days prior to the proposed effective date of the modifications or amendments.

4.3. Effectiveness: Modifications or amendments to this Agreement proposed by the Company shall be effective upon the expiration of the notice period, unless otherwise specified by the Company in the notice.

5.​ Force Majeure

5.1 Force Majeure: Neither party shall be held liable for a delay or failure in performance of the agreement for services caused by reason of any occurrence of unforeseen event beyond its reasonable control, including but not limited to, acts of God, natural disasters, pandemic, power failures, server failures, third party service provider failures or service interruptions, embargo, labour disputes, lockouts and strikes, riots, war, floods, insurrections, legislative changes, and governmental actions. The party affected by such an event shall notify the other party within a maximum period of 15 days from its occurrence. The performance of this agreement shall then be suspended for as long as any such event shall prevent the affected party from performing its obligations under this agreement.

6. Governing Law

6.1. This Service Level Agreement shall be governed by and construed in accordance with the laws of New South Wales, Australia.

6.2. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts located in Sydney, New South Wales, Australia.

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