SLA Terms & Conditions

1. Introduction

This Service Level Agreement (SLA) establishes the scope, deliverables, timelines, quality standards, and responsibilities for video production services provided by Cande Group (hereafter referred to as “Service Provider”) to the Client. This SLA ensures a mutual understanding of the expectations, deliverables, and quality of service required for the successful completion of video production projects undertaken by Cande Group.

2. Scope of Services

Cande Group provides the following video production services to the Client as agreed per quotation. As per agreed quotation(s), the Client may be eligible for all or part of our available services:

Pre-Production: Concept development, storyboarding, scripting, and project planning.
Production: Filming, directing, and coordinating on-site or studio shoots as per agreed specifications.
Post-Production: Video editing, colour grading, audio mixing, special effects, and final output.
Delivery: Final video(s) in the agreed format and resolution, ready for publication to specification.

3. Service Levels and Performance Standards

3.1 Communication and Responsibilities

Cande Group encourages open and timely communication to ensure the smooth progression of the project. If the Client anticipates any delays or has any concerns, please contact your producer.

Project Updates: Cande Group will provide project updates at key milestones or as per an agreed schedule.
At Cande Group, we believe in clear communication and shared responsibilities. As our valued client, your role includes providing timely feedback, necessary resources, and approvals throughout the project timeline. Rest assured, our team is dedicated to delivering high-quality creative services tailored to the Clients vision.
Effective communication is key to the success of the project. Cande Group is committed to keeping the Client informed. The Client will have a dedicated producer who will be the primary point of contact at Cande Group.
In the event that Cande Group does not receive a response or feedback from the Client for 90 consecutive days regarding project milestones or deliverables, Cande Group reserves the right to place the project on suspension or cancel it. Reasonable effort will be made by Cande Group to inform the Client on this status via email, phone or letter.
If the project is placed on suspension or cancelled due to a lack of communication from the Client, Cande Group’s Cancellation Policy will take effect, as outlined in this agreement.
Delivery timelines are dependent on timely client feedback.

3.2 Delivery Timelines

Pre-Production Deliverables: All pre-production deliverables (e.g., storyboard, script) will be provided within the timeframe agreed upon during the initial project kickoff, typically within 2-4 weeks, depending on project scope.
First Draft Delivery: A first draft of the completed video will be delivered within an agreed period, typically 1-2 weeks following the final shoot, unless otherwise specified.
Revisions: Each round of revisions will be completed within 5 business days unless extensive re-edits are required.
Final Delivery: Final video deliverables will be submitted in the agreed format and resolution by the project’s specified end date.

3.3 Quality Standards

Resolution and Format: All videos will meet the resolution and format specifications agreed upon in the project brief (e.g., 1080p, 4K, MP4, etc.).
Editing and Post-Production Quality: Cande Group will ensure that all video and audio editing adheres to industry standards, providing clear, polished, and professionally styled content.
Compliance: All deliverables will comply with legal, copyright, and branding guidelines as provided by the Client.
Any music licence is specific to the project outlined in this agreement and cannot be used for any other purpose.

4. Responsibilities

4.1 Cande Group (Service Provider)

Manage the entire video production process from pre-production through delivery.
Ensure that equipment, personnel, and resources are available as required to meet production deadlines.
Communicate promptly with the Client regarding any potential delays, issues, or changes to the project.
Deliver all videos in high-quality, agreed-upon formats and ensure they meet quality expectations.
Reserves the right to outsource or subcontract any aspect of the project to third-party contractors or service providers as deemed necessary to fulfil the obligations under this agreement. However, Cande Group will remain the primary point of contact and responsible party for the execution of the project.
While every effort will be made to ensure the quality and reliability of third-party contractors or service providers, we acknowledge full responsibility for any acts or omissions of subcontractors engaged under this agreement. We will ensure that subcontractors comply with the terms and conditions outlined in this SLA and will be accountable for any breaches or deficiencies in service delivery.
The Client will be notified of any subcontracting arrangements, and Cande Group will seek prior approval for significant subcontracting decisions whenever feasible.

4.2 Client Responsibilities

Provide Cande Group with access to necessary resources, including logos, brand guidelines, and other assets required for production.
Approve concepts, scripts, and rough cuts within a timely manner.
Communicate changes or concerns promptly to avoid delays.
Ensure timely payment for services rendered as per the agreed payment schedule.

5. Revisions

We understand that projects may evolve over time. To accommodate changes, Cande Group include two rounds of amendments from the first draft review. Should additional amendments be required, Cande Group will work closely with the Client to ensure transparency and discuss any associated charges. Associated charges are calculated based on the time taken to make amendments, the scheduling impact and the size of the changes. Additional revisions will be quoted and approved before further works begin, if applicable.

First Draft: Cande Group will provide an initial first draft for review, and the Client is encouraged to provide feedback within 5 business days.
Revision Limits: Up to two (2) rounds of revisions are included in the initial project scope. Additional revisions may incur extra charges.
Turnaround Time for Revisions: Each round of revisions will be addressed within five (5) business days unless otherwise specified.

6. Acceptance Criteria

The final video production will be deemed acceptable if:

The video meets the industry standard in terms of quality standards and format.
All feedback from approved revisions has been incorporated.
The deliverable aligns with the Client’s branding, tone, and project requirements outlined at the start of the project.

7. Confidentiality and Intellectual Property

Confidentiality: Both parties agree to maintain the confidentiality of any proprietary information disclosed during the project.
Ownership & Intellectual Property: Full ownership of the final deliverables will transfer to the Client only after full and cleared payment has been received by Cande Group.
Cande Group reserves the right to use content created and captured during the project for promotional and marketing purposes relating to Cande Group. This may include but is not limited to, social media posts, website content, portfolio showcases, and promotional materials.
All project files and content will be securely stored on servers owned and operated by Cande Group. Projects will be retained for 12 months after project completion. After this period, the project files will be removed from our servers.
Clients have the option to have the project files and content copied onto an external drive for their records or to be held at Cande Group for future use. The Client will be responsible for covering the cost associated with the transfer of the data.

8. Payment Terms

Deposit: A 50% deposit is required upon acceptance of this SLA. The deposit is intended to cover initial outlays and production costs. Cande Group cannot commence work on projects until the deposit has been received, unless otherwise agreed in writing.
Final Payment: The remaining balance for services rendered is due upon completion and approval of the final deliverables.
Milestone Payments: We reserve the right to invoice at certain project milestones depending on the size and scope of the project. Payments will be due at key milestones (e.g., post-production start, first draft delivery) or as per agreement with the Client.
Late Payments: We reserve the right to charge interest for the late payments.
All quotes provided by Cande Group are exclusive of Value Added Tax (VAT) unless otherwise specified. VAT will be added to the invoice at the applicable rate at the time of invoicing.
In addition to the quoted project fees, all expenses such as travel, per diems (e.g. meal allowances), hotel costs, and other related expenses incurred during the project will be added to the final invoice upon completion of the project.
Mileage: for travel will be charged at a rate of 55p per mile.
Payment Terms: The Client agrees that deposit invoices are payable within fourteen (14) calendar days of the invoice date. Final invoices are payable within twenty-eight (28) calendar days of the invoice date, unless otherwise agreed in writing. In cases where the project commencement date requires a shorter turnaround, Cande Group reserves the right to specify a reduced payment period (e.g., seven (7) calendar days or immediate payment) on the deposit invoice.

9. Cancellation Policy

Cande Group understands that circumstances may arise that require the cancellation of the project. However, please note the following cancellation policy:

Any cancellation must be communicated in writing to Cande Group with no less than five (5) working days’ notice before a project begins.
A deposit of 50% is required to secure the booking and cover initial outlays and production costs. The deposit is refundable, less any initial outlays, production costs, and other expenses incurred at the time of cancellation.
If the Client cancels the project at any time after filming has commenced, the Client shall be liable for all filming fees and any expenses incurred up to and including the date of cancellation.
In the unlikely event that Cande Group is required to cancel due to accident, illness, damage, loss, fire, acts of God, or other circumstances beyond our control, the Client will be informed immediately in writing.
Cande Group will make reasonable efforts to offer alternative dates or solutions.
If no alternative can be agreed, the Client will receive a refund of any deposit paid, less any non-recoverable costs and expenses already incurred.

10. Insurance

Cande Group understands the importance of maintaining appropriate insurance coverage to protect both parties during the course of the project. Cande Group ensures it will:

Hold relevant insurance policies to cover general and public liabilities and risks associated with our services.
In the event that specialised insurance coverage is required for a specific project, we will discuss this with the Client and work together to determine the necessary coverage. Any additional costs associated with specialised insurance will be outlined and agreed upon before the commencement of the project.

11. Amendments

This SLA may be amended only in writing, with the mutual consent of both parties. All amendments must be signed by authorised representatives from both Cande Group and the Client.

12. Signatures

By signing your project specific SLA, both parties agree to the terms and conditions outlined.