This Service Level Agreement defines the standards of service SyncCAD commits to for all active engagements. It applies to hourly, fixed-price, and retainer clients.
1. Scope
This SLA applies to all SyncCAD services including: 3D rendering, 3D modeling, technical drafting, product design, sheet metal design, BIM modeling, and reverse engineering. Platform-based engagements (Freelancer.com, Fiverr, Upwork) are additionally governed by the respective platform's terms.
2. Response Times
| Client Type | Initial Response | Progress Update | Revision Turnaround |
|---|---|---|---|
| Retainer — Starter | Within 48 hours | Weekly summary | 48 hours |
| Retainer — Studio | Within 24 hours | 2× per week | 24 hours |
| Fixed-Price Project | Within 48 hours | On milestones | 48–72 hours |
| Hourly Project | Within 72 hours | On request | 48–72 hours |
Response times are measured during business hours: Mon–Fri, 08:00–18:00 WIB (UTC+7). Urgent requests via WhatsApp may receive faster responses.
3. Delivery Standards
Estimated delivery timelines by service type (from receipt of complete brief):
| Service | Standard Delivery | Rush Delivery |
|---|---|---|
| Single 3D Render (1 view) | 3–5 business days | 24–48 hours |
| Full Render Set (3–5 views) | 5–7 business days | 3–4 business days |
| 3D Modeling (simple product) | 3–5 business days | 2–3 business days |
| 3D Modeling (complex) | 7–14 business days | 5–7 business days |
| Technical Drawing (2 sheets) | 2–3 business days | 24 hours |
| Technical Drawing (10+ sheets) | 5–10 business days | 3–5 business days |
| BIM Model | 7–14 business days | Quote required |
| Sheet Metal Design | 4–7 business days | 3–4 business days |
Rush delivery is subject to team availability and carries a 30–50% surcharge.
4. Quality Commitments
- All deliverables reviewed by a senior team member before submission
- Files delivered in agreed formats (STEP, DWG, PDF, JPEG, PNG, etc.)
- Technical drawings comply with ISO or ASME standards as specified
- 3D models are clean topology, manifold, and dimensionally accurate
- Renders delivered at minimum 3000px on the longest edge (unless specified otherwise)
- All files virus-scanned and delivered via secure transfer
5. Revision Policy
- 3D Rendering: 2 revision rounds included (camera, lighting, materials)
- 3D Modeling: 2 revision rounds included
- Technical Drafting: 1 revision round included (dimensions, annotations)
- Retainer clients: Unlimited revisions within allocated monthly hours
Additional revision rounds are available at the standard hourly rate. A revision round is defined as a consolidated set of changes submitted in a single feedback document.
6. Team Availability
- Core team hours: Monday–Friday, 08:00–18:00 WIB (UTC+7)
- WhatsApp monitoring: Monday–Saturday, 08:00–21:00 WIB
- Emergency contact for Studio/Enterprise retainer clients: via dedicated WhatsApp line
- Public holidays: We observe Indonesian national holidays. We will notify retainer clients in advance
7. Escalation Process
- 1Contact your assigned team member via WhatsApp or email
- 2If unresolved within 24 hours, escalate to wibowo@synccad.com directly
- 3Owner (Wibowo) will personally respond within 4 business hours
- 4For platform projects, escalate via the platform's resolution centre
8. Service Credits
If we miss a committed delivery date by more than 2 business days without prior notification:
- Retainer clients: Credit of 1 hour per business day of delay, added to next month's allocation
- Fixed-price clients: 5% discount on the project fee per 2 business days of unnotified delay
- Credits are capped at 20% of the total project value
- Credits do not apply when delays are caused by Client (late feedback, missing files, scope changes)
9. Exclusions
This SLA does not apply to delays or failures caused by:
- Force majeure (natural disasters, internet outages, government restrictions)
- Client failure to provide required information or approvals
- Third-party platform outages (Freelancer.com, Fiverr, Upwork)
- Client-requested scope changes after work commencement
- Software licensing issues outside SyncCAD's control
SLA Enquiries:
Email: wibowo@synccad.com
WhatsApp: +62 816-506-796