SLA

This SLA sets the guaranteed service levels of Reelelle: Panel availability, first response time to Requests, delivery deadlines for the Content Plan, Materials, revisions and the report, and the service credits for missing them.

This SLA is part of the Agreement concluded by accepting the Terms. Capitalised terms have the meaning given in the Terms. For deadlines and service credits this SLA prevails over the Terms.

This SLA applies from the start of the Subscription until the Agreement ends. During a pause (section 14 of the Terms) only sections 3 and 4 apply.

We guarantee Panel availability of 99.5% in every calendar month. Availability is the time in the month without Unavailability divided by the whole time in the month.

Availability is measured by external monitoring that checks the Panel every 5 minutes. On request in a Request we share the measurement for a given month.

Unavailability does not include:

1. 1)planned maintenance announced in the Panel at least 48 hours ahead, carried out between 22:00 and 6:00 Polish time, no more than 4 hours a month in total;
2. 2)failures on the Client's side, its network, device and browser;
3. 3)outages of social platforms and browser push services;
4. 4)force majeure (section 25 of the Terms) and large-scale attacks on network infrastructure, where we applied reasonable protection.

We report unplanned Unavailability longer than 60 minutes in the Panel or by e-mail, with the cause and expected restoration time as soon as we know them.

Requests are accepted in the Requests tab of the Panel around the clock. Matters that do not fit the Panel can be sent by e-mail to hello@reelelle.com, and the response time then runs from when the message is received.

The Client chooses the priority when creating a Request:

1. 1)Urgent - the matter blocks posting or access to a Client Account, in particular a mistake in a Material scheduled within the next 48 hours, lost access to a Client Account or an error in published content;
2. 2)Normal - other matters handled in the usual rhythm of work, in particular plan changes, files, billing and questions.

We guarantee a First Response within Business Hours no later than the time in the table:

If the Client marks as urgent a Request that does not meet the conditions in clause 4.2, we may change its priority and say so in the Request. The response time then runs under the new priority from when the Request was sent.

The response time applies to the reply, not to resolving the matter. The First Response states the resolution date, and for matters with an SLA deadline the SLA deadline applies.

At the start we deliver the Brand Motion Guide and the first month's Content Plan within 5 Business Days of the kickoff call, and the first reels for approval within 10 Business Days of that call, under clause 5.3 of the Terms.

We make the next month's Content Plan available by the 25th of the current month. We reply to comments on the Content Plan within 1 Business Day.

We make each Item from the approved Content Plan available for approval at least 3 Business Days before its posting date. We share a reel's Motion Sketch at least 2 Business Days before the finished animation.

In the Pro Plan we deliver the quick reel for approval within 3 Business Days of a Request with all the information needed.

We publish the monthly report in the Results tab by the 5th Business Day of the following month.

We reply to requests to change the Brand Motion Guide within 5 Business Days, and apply an approved change from the next Content Plan.

The e-mail summary (Start Plan) or the video call (Growth and Pro Plans) takes place once in every week of the Billing Period. If we reschedule a call, we offer another time in the same week.

We deliver the new version of a Material after a Revision Round within 2 Business Days of receiving the comments. If comments arrive later than 1 day before the posting date, posting moves to the next free slot.

Each Item comes with 2 Revision Rounds (clause 6.3 of the Terms). Comments on a Motion Sketch do not use up a Revision Round.

We post approved Materials on the day in the Content Plan, at the time in the plan or, if the plan gives none, during Business Hours.

If a platform does not accept a post, we retry and tell the Client in a Request on the same Business Day. Platform outages are not a breach of this SLA.

SLA deadlines move by the length of the Client's delay in:

1. 1)paying the Setup Fee or a subscription invoice (section 15 of the Terms);
2. 2)providing Client Materials, information needed for an Item or access to Client Accounts;
3. 3)approving the Content Plan and Materials or sending comments.

Deadlines do not run during a pause or while work is stopped because of payment arrears.

For missing the SLA for reasons on our side we grant Service Credits:

For an Item we did not deliver for approval in a Billing Period for reasons on our side, we deliver it in the next Billing Period and additionally grant a Service Credit equal to that Item's share of the fee, meaning the fee for the period divided by the number of Items in the Plan.

Service Credits for one Billing Period add up but together do not exceed 50% of the fee for that period.

We grant Service Credits for availability and deadlines ourselves when we find a breach. The Client may also claim them in a Request within 30 days of the end of the month in which the event happened. We reply within the complaint deadline in the Terms.

A Service Credit is applied to the next subscription invoice as a separate line. If there is no next invoice because the Agreement is ending, we refund the Service Credit to the Client's account within 14 days.

No Service Credit is due if the SLA was missed for the reasons in clause 3.3 or section 8, because of actions of the Client or people it gave access to, or because of force majeure.

If in 2 consecutive Billing Periods the Service Credits reach the limit in clause 9.3, the Client may terminate the Agreement with immediate effect, including during the minimum term, at no extra cost and without losing the Service Credits.

We change this SLA under section 26 of the Terms. A change may not lower the service levels in a Billing Period already under way.

This SLA applies from 24 October 2026.