1. What this covers
This Service Level Agreement (SLA) sets out our turnaround targets and support. It forms part of the Design Desk Terms and Conditions and is provided by DFLOW Pty Ltd ABN 75 629 781 237, trading as Design Desk.
2. Working hours
Turnaround times are measured in working hours and working days.
- Working hours: 10:00am to 7:00pm Melbourne time, Monday to Friday, excluding Victorian public holidays.
- Working day: one full period of working hours.
For example, an order that starts at 5:00pm on Friday with a 12 working hour first draft target is due by 11:00am the following Tuesday. That's 2 hours on Friday, 9 on Monday and 1 on Tuesday.
3. Turnaround targets
| Plan | First design draft | In-scope revisions | Active orders |
|---|---|---|---|
| PAYG | Within 22 working hours | Within 1 working day | 3 |
| Professional | Within 16 working hours | Within 1 working day | 5 |
| Studio | Within 12 working hours | Within 1 working day | 10 |
These are targets. We work hard to meet them, but they aren't guaranteed, and we don't offer credits if one is missed. If an order is running late, contact your Project Lead.
When the clock starts and stops
- The clock starts when an order is active and we have a complete brief with all the files we need.
- Orders over your active order limit wait in your queue. The clock starts when the order becomes active.
- The clock pauses while we're waiting on you, for example for answers, files or feedback.
- If we consider an order to be a large project, such as a new brand identity or packaging range, we'll agree the timing with you when we triage it.
- When you ask for a revision, the order moves back into progress. If the change goes beyond the original brief, we'll flag it with you.
Urgent orders
Professional and Studio customers can mark an order as urgent. An urgent order:
- moves to the front of the production queue, ahead of all standard orders
- is flagged to the team as top priority straight away
- gets priority handling at every stage of production.
The urgent fee is $60 ex GST per order. It is charged when you confirm and is non-refundable once production has started. Urgent orders aren't available on PAYG.
4. Support
| Channel | Available to | Hours |
|---|---|---|
| Live chat | All plans | 10:00am to 7:00pm Melbourne time, working days |
| Email: support@designdesk.com.au | All plans | Answered during working hours |
| Phone | Studio | Working hours |
Every order has a Project Lead, and you can message your assigned designer directly in the platform. Studio customers also get a monthly check-in with their Project Lead.
If you have a problem with the platform, contact us through live chat or email.
5. Changes to this SLA
We may update this SLA. We'll give you at least 30 days' notice by email of any change that reduces our service levels. If you don't agree, you can cancel before the change takes effect.