FURY — Service Level Agreement (SLA)

At FURY, we don't just engineer Tier-1 visual assets; we engineer a seamless and predictable client experience. This Service Level Agreement outlines our standard operating procedures, ensuring absolute clarity, speed, and reliability throughout our partnership.

1. Communication Protocols

We operate on structured communication to maintain deep-focus production and engineering.

• Primary Channels: All official project communication, feedback, and asset delivery are handled via Email or dedicated Slack Connect channels. We do not use personal messaging apps (e.g., WhatsApp, Telegram) for project management or feedback loops.

• Response Times: Our standard response time for active enterprise clients is within 24 business hours.

• Working Hours: Our core engineering team operates Monday through Friday, 9:00 AM to 6:00 PM (EST).

2. Project Management & Feedback

• Milestone Approvals: Complex visual pipelines (Architectural CGI, Broadcast Architecture) are divided into strict production milestones. We do not advance to the next rendering or coding phase until written approval is provided for the current stage.

• Consolidated Feedback: To ensure rapid deployment and avoid scope creep, we require clients to provide consolidated, bulleted feedback within 48 hours of a milestone delivery.

3. Asset Delivery & File Retention

• Secure Handoff: All final deliverables (Hyper-realistic renders, live broadcast packages, synthetic media) are transferred via secure, high-speed cloud servers (e.g., Frame.io, private cloud drives).

• Retention Policy: FURY guarantees the hosting and availability of final project files for 60 days post-delivery. After this period, clients are solely responsible for archiving their assets.

• Raw Files: Proprietary working files (3D project files, OBS automation logic structures, algorithmic AI prompt matrices) remain the intellectual property of FURY and are not included in standard deliverables unless a specific buyout is negotiated.

4. Post-Deployment Support

• Broadcast Ecosystems: For live stream architecture and OBS automation projects, we provide a 14-day technical warranty post-deployment. This covers bug fixes and logic routing errors strictly within the original scope of work.

• Maintenance: Structural changes, new scene additions, or new visual assets requested after final delivery will be scoped and billed as a separate maintenance sprint.