Standard Service Agreement
Last Updated: 02-Jul-2026
Effective Date: 02-Jul-2026
In the absence of a contract, the Standard Service Agreement outlines the services that the client will receive from Emerge Interactive (hereinafter referred to as “the supplier”) and the payment agreement between the two parties.
The Portal
To ensure efficiency and accuracy, the supplier asks that all major requests be submitted through the Portal. This streamlines the process and ensures no important details get lost.
Major requests include:
- Support Tickets
- Project Briefs (For Example: New Graphic Design Requests, Photoshoots, Videoshoots, I.T. Projects and New Websites)
While the supplier will still make their best effort to attend to all requests sent via WhatsApp, phone calls, texts or email, the client understands that the supplier cannot be held liable for errors or delays caused by major requests submitted outside of the Portal.
Small requests and general communication, such as requesting files to be resubmitted or clarifying details do not need to go through the client portal and can absolutely be handled via our other standard communication channels.
Report a Problem vs Submit Brief
| Report a Problem | Submit Brief |
| The client will use this option if they need to report a technical issue with their I.T. infrastructure or web systems. | The client will use this option for everything else. |
The Process
Creative Media
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to this Standard Service Agreement before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project and provide a proof to the client via an online proofing tool. The client will submit feedback, changes or approvals via the online proofing tool. The supplier holds no responsibility for errors or delays due to feedback, changes or approvals being provided outside of the online proofing tool.
- Once approved, the supplier will bill the client accordingly for the balance.
- After final payment is received, the supplier will deliver the files to the client via an email containing an expirable link, allowing the client to download all their deliverables at a time convenient to them before the expiration of the link.
I.T. Solutions
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to this Standard Service Agreement before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project.
- The supplier will bill the client accordingly for the balance upon completion of the project.
After reporting a problem:
- The supplier automatically receives the ticket in their online helpdesk tool.
- The supplier and the client will maintain formal communications via the online helpdesk tool, which primarily operates on email threads. The client will be able to update their ticket by simply replying to the email updates they receive.
- The supplier will make their best efforts to resolve issues in a timely manner.
- The supplier will bill the client accordingly upon closing the ticket.
Web Development
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to this Standard Service Agreement before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project.
- The supplier will bill the client accordingly for the balance upon completion of the project.
After reporting a problem:
- The supplier automatically receives the ticket in their online helpdesk tool.
- The supplier and the client will maintain formal communications via the online helpdesk tool, which primarily operates on email threads. The client will be able to update their ticket by simply replying to the email updates they receive.
- The supplier will make their best efforts to resolve issues in a timely manner.
- The supplier will bill the client accordingly upon closing the ticket.
Timelines
The following are the expected minimum turnaround times for projects and troubleshooting. These turnaround times may be extended dependent on the complexity of the project or problem.
Graphic Design
| Item | Minimum Turnaround Time |
| Banners | 7 Days |
| Billboards | 14 Days |
| Business Cards | 7 Days |
| Flyers | 7 Days |
| Logos | 14 Days |
| Vehicle Wraps | 14 Days |
| Other | 48 Hours |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
Photography
| Item | Minimum Turnaround Time |
| Delivery | 7 Days |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
Videography
| Item | Minimum Turnaround Time |
| Delivery | 7 Days |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
I.T. Solutions
| Item | Minimum Turnaround Time |
| New Projects | Dependent on Project Complexity |
| Support | 24 Hours |
Web Development
| Item | Minimum Turnaround Time |
| New Projects | 1.5 - 2 Months |
| Support | 24 Hours |
Ownership
Creative Media
Upon full payment for services rendered, the client will receive full ownership and rights to the delivered creative media. The supplier makes no guarantees that the delivered creative media is eligible for trademark, copyright, or other legal protections. The client assumes full responsibility for conducting all necessary legal clearances. The supplier shall not be held liable for any claims, damages, or legal actions arising from the use of third-party assets or infringement of existing intellectual property rights.
Notwithstanding the transfer of ownership, the supplier retains the right to use said creative media, or any portions thereof, for the following purposes:
- Inclusion in online portfolios.
- Display on social media platforms.
- Use in promotional materials showcasing the supplier’s completed projects for clients, including but not limited to presentations, printed portfolios and marketing campaigns.
Any designs or concepts presented to the client but not selected or approved as part of the final deliverables remain the sole property of the supplier. The supplier retains all rights, including the right to modify, reuse or resell such creative media without restriction.
Meetings
Both parties agree that time is valuable and commit to prompt attendance for all scheduled in-person and virtual meetings. A mutual grace period of fifteen (15) minutes will be granted for all scheduled appointments to accommodate unforeseen traffic, technical or logistical delays.
Delays
If either party is delayed beyond the fifteen (15) minute grace period without prior notification, the other party reserves the right to cancel the meeting. If the delayed party provides notice before the fifteen (15) minute grace period is over, it is ultimately at the discretion of the other party whether the meeting should be cancelled or not.
Repeated Delays
For customers who are repeatedly late, the supplier reserves the right to hold meeting times open but will only dispatch to the physical meeting location upon receiving direct confirmation from the client that they have arrived at the agreed-upon venue. This protocol may be implemented at the supplier’s sole discretion.
Exclusions
- Delays in services rendered could occur due to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: War or natural disasters, delays in receiving product, etc.
- The supplier has the right to terminate the contract or stop providing support and services until outstanding invoices are paid in full.
Creative Media
- If the client has prevented the supplier from receiving or creating assets and copy to use in their services, there may be delays in how quickly the supplier provides their services. This may also negatively impact the effectiveness of the supplier’s services.
- In the event of war, natural disasters or inclement weather, photoshoots and videoshoots may be rescheduled to another suitable date and time within a two (2) month period of the original scheduled date by either the supplier or the client without any changes to the rest of the agreement made. In the event said photoshoot or videoshoot cannot be rescheduled, for example due to scheduling conflicts, the agreement will be considered as terminated and the client understands that their security deposit remains nonrefundable.
I.T. Solutions
- The supplier holds no responsibility for any issues, damage, breach of data or other adverse circumstances which may occur as a direct or indirect result of the client’s actions, which can include but is not limited to the client attempting to troubleshoot, diagnose and/or repair any issues on their own or have a third party attempt to do so. Any adverse circumstances which arise as a direct or indirect result of the client’s doing which the supplier has to resolve may be billed separately.
Web Development
- The supplier holds no responsibility for any issues, damage, breach of data or other adverse circumstance which may occur as a direct or indirect result of the client’s actions, which can include but is not limited to the client attempting to troubleshoot, diagnose and/or repair any issues on their own or have a third party attempt to do so. Any adverse circumstances which arise as a direct or indirect result of the client’s doing which the supplier has to resolve may be billed separately.
Responsibilities
Supplier Responsibilities
Creative Media
- The supplier will maintain good communication with the client at all times.
I.T. Solutions
- The supplier will work with the client on determining suitable dates and times to render services.
- The supplier will keep the client’s data confidential and treat the client’s data and systems with care.
- The supplier will maintain good communication with the client at all times.
Web Development
- The supplier will work with the client on determining suitable dates and times to render services.
- The supplier will keep the client’s data confidential and treat the client’s data and systems with care.
- The supplier will maintain good communication with the client at all times.
Client Responsibilities
Creative Media
- The client will maintain good communication with the supplier at all times.
- The client will notify the supplier of any issues or problems they may have with how services are provided in a timely manner.
The client will provide the supplier with relevant assets and copy as necessary in a timely manner, where such can or should only be provided by the client for accuracy.
For example:
- Logos of sponsors for an event.
- Contact details and other relevant copy for an advertisement.
I.T. Solutions
- The client will work with the supplier on determining suitable dates and times for services to be rendered.
- The client will make available to the supplier all necessary passwords for and grant access to the I.T. infrastructure which the supplier is providing services for.
- The client will make available to the supplier all necessary software and software licenses that are relevant to the supplier for efficient rendering of services. The client understands that the supplier will not provide services for any illegal software.
- The client will not make any changes to, attempt to resolve any issues on their own with or employ a third party to troubleshoot, diagnose and/or repair any issue with the I.T. infrastructure which the supplier is actively providing services for without first informing the supplier.
- The two parties will then come to a mutual agreement.
- The client will notify the supplier of any issues or problems they may have with how services are provided in a timely manner.
- The client will maintain good communication with the supplier at all times.
Web Development
- The client will work with the supplier on determining suitable dates and times for services to be rendered.
- The client will make available to the supplier all necessary passwords for and grant access to the web systems which the supplier is providing services for.
- The client will make available to the supplier all necessary software and software licenses that are relevant to the supplier for efficient rendering of services. The client understands that the supplier will not provide services for any illegal software.
- The client will not make any changes to, attempt to resolve any issues on their own with or employ a third party to troubleshoot, diagnose and/or repair any issue with the web systems which the supplier is actively providing services for without first informing the supplier.
- The two parties will then come to a mutual agreement.
- The client will notify the supplier of any issues or problems they may have with how services are provided in a timely manner.
- The client will maintain good communication with the supplier at all times.
Billing and Other Conditions
Billing
Unless different terms are explicitly stated on a provided quotation or invoice, the following apply:
- 50% non-refundable deposit before commencement or confirmed booking.
- Balance due upon completion and before delivery.
- Overdue invoices accrue a 5% daily penalty from the day after the due date on the increasing balance.
- Services may be suspended if payments aren’t received on time.
- Payment by cash, cheque or bank transfer.
- Make all cheques payable to Frans van Santbrink.
- PayPal for overseas customers only and may incur an additional fee.
Standard Hours
- Services will be provided by the supplier during the opening hours listed on the supplier’s website at emergeslu.com.
- Services provided outside of the hours outlined on the supplier’s website will be billed separately unless otherwise mutually agreed between both parties.