SHIFT ONE DIGITAL
SERVICE GUIDE.

SHIFT ONE DIGITAL SERVICE GUIDE

CONFIDENTIALITY AND COPYRIGHT NOTICE

This document is confidential and may not be reproduced, copied or distributed without the express permission of Shift ONE.

SECTION A: PURPOSE AND INTERPRETATION

1. Purpose

The purpose of this document is to ensure a long and mutually successful relationship with you, our valued client.

2. Interpretation

In this Service Guide:

2.1. "Service" means the goods or services specified in any quote, proposal or estimate;

2.2. "Standard Terms and Conditions of Service" means Shift ONE's standard legal terms and conditions to which any quote, proposal or estimate, as well as any terms and conditions contained in this Service Guide, shall be subject; and

2.3. “Service Level Agreement” refers to the main agreement with the client, signed by both parties before service commences. 

2.4. Other words and phrases used in this Service Guide shall have the same defined meaning as is given to them in Shift ONE's Standard Terms and Conditions of Service.

For detailed interpretations, see your main Service Level Agreement, Section 1.

SECTION B: WEBSITE SERVICES

1. WEBSITE DESIGN

The following process is followed by Shift ONE when designing and developing your website:

• Scoping: Conducted collaboratively between the Client and Shift ONE.
• Design: Led by Shift ONE’s design team.
• Development: Managed by Shift ONE’s development team.
• Feedback and Changes: Iterative collaboration between both parties.
• Final Approval: Provided by client in writing and marks the end of the project and authorises go-live.

1.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver your website design and SEO services. These services are provided in accordance with the terms of our main Service Agreement and should be read in conjunction with this Service Guide.

1.2. DURATION

The website design and development agreement will commence on the date of signature or upon written approval via email.

Shift ONE will provide website design and development services until the project is completed. 

1.3. CLIENT'S OBLIGATIONS

To ensure effective delivery of our services, the Client is required to provide Shift ONE with the following:

1.3.1. Brand Assets and Documentation

Complete details of the Client’s corporate identity and any relevant sub-brands. This includes, but is not limited to, colour specifications, font details, and high-resolution versions of all logos and slogans. These materials help us accurately reflect your brand in all communications and designs.

1.3.2. Brand and Business Information

A clear overview of what the Client stands for, the nature of its products or services, brand essence, and target market. This information can be submitted via a formal document or a simple email and will support Shift ONE in developing strategies and curating content.

1.3.3. Stock Photography and Images

Stock photos or images owned by the Client, or for which the Client has usage rights. These visuals will be used to populate and enhance your website. Should none be provided, Shift ONE will secure relevant images and quote for the use thereof. Please note that these images are licensed to Shift ONE and cannot be used by the Client, as per the SLA.

1.3.4. Content and Links

Complete text content (copywriting), including any page copy, headings, and descriptions for products or services. The client is also responsible for supplying all URLs to be integrated into the website content, including navigation, links to other pages, or external websites.

Shift ONE can assist with copywriting and can be quoted for. 

1.3.5. Google Analytics

The Client is responsible for setting up and providing the necessary Google Analytics code for integration, unless quoted for.

1.4. CLIENT’S PAYMENT OBLIGATION

1.4.1. Monthly Fees

The Client agrees to pay the agreed-upon fee for services in advance, as outlined in the main agreement. Payment must be made within seven (7) days of receiving an invoice from Shift ONE unless otherwise agreed to in writing.

Where a 50% upfront payment is required, the client agrees to make the payment prior to work commencing. Where a payment plan has been agreed, payments must be made upfront within seven (7) days of receiving the invoice. 

Quotations may be revised at any stage if there are changes to the Client’s requirements.

1.4.2. Additional Costs

The Client is responsible for any additional fees or charges imposed by third-party plugins or internet service providers related to the services provided. These costs will be invoiced by Shift ONE and are payable on demand.

1.4.3. Dormant Projects, Delays and Reactivation

If your project becomes inactive for two (2) months or more due to delays on your side, a reactivation fee will be charged to resume work. This covers the time required for our development team to re-familiarise themselves with the project, update tools, and reconfigure any changes made during downtime.

If there is a prolonged delay between project acceptance and commencement - or between pauses and recommencement of work - the original quote may lapse and no longer be valid. A period of eight (8) months or more will generally be considered a material delay, and Shift ONE reserves the right to reissue the quote based on updated rates, scope, or market conditions.

If a project remains dormant for twelve (12) months or longer, the original quote will automatically expire and cease to be valid. In such cases, a new quotation will need to be prepared before any work can resume. This ensures that pricing, tools, and project parameters remain accurate and aligned with current standards and costs.

1.4.4. Website Deletion for Extended Non-Payment

Where any invoice remains unpaid for a period exceeding twelve (12) months from the due date, Shift ONE reserves the right, at its sole discretion, to suspend services and permanently delete the Client’s website and all associated data, content, and materials. The Client acknowledges that such deletion may be irreversible, and Shift ONE shall bear no liability for any resulting loss or damages.

1.4.5. Agency Credit

All website projects include a ten percent (10%) discount on the quoted price in exchange for a small footer credit on your site stating “Website by Shift ONE.” If you prefer not to display this credit, the ten percent (10%) discount will be reversed and the full project fee will apply.

1.4.6. Refunds and Service Credits

If Shift ONE agrees in writing that a credit is owed to a client, any refund shall be limited to a service credit, which may be applied to future services only. Cash refunds will not be provided.

1.5. SHIFT ONE'S OBLIGATIONS

1.5.1. Web Briefing Session

Upon receiving the non-refundable 50% deposit of the approved quotation, or first payment per the agreed-to payment plan, we’ll kick off with a 1-2 hour brainstorming session to align on your vision, goals, and expectations. After this session, we’ll prepare a written brief for your approval before work begins. This could generally take one week or longer, depending on the project’s complexity.

The Client must provide all specifications and any custom requirements during this phase.

1.5.2. Design Phase

Our design team will design a homepage concept based on the approved brief. You’ll have up to two (2) rounds of revisions to fine-tune the design. Additional rounds beyond this will be charged at an hourly rate. 

The rest of your website design will be provided along with the approved copy (if applicable) and you will have two (2) rounds of changes. Additional revisions will be charged for. 

1.5.3. Photography and Visual Content

Clients are required to supply high-resolution logos, visuals, and content. If you don’t have your own images, we can assist with sourcing stock photography and will provide a quote upon request, if this is not already included in your predetermined project quote. 

1.5.4. Copywriting

If copywriting was included in your quote, we will create draft copy as a starter, you will need to finesse this to ensure it’s accurate We will then finalise the copy and SEO it (if quoted for).

Once the final copy is provided, the client has one (1) round of changes - please present all your changes within this round, additional changes thereafter will be charged for. 

1.5.5. Content Upload and Creation

Unless specifically stated in your quote, our proposals do not include uploading blog posts, adding products, or managing your site’s content.

• Once the homepage and content pages are approved, Shift ONE will begin uploading content, products, and images, as outlined in the quotation or proposal.
• Clients are required to upload blog posts and other content to their platforms. If Shift ONE is asked to handle these uploads, an additional charge will apply.
• Additional content population can be quoted separately.
• If you require original content creation, we’re happy to assist and will provide a quote based on your specific needs.

1.5.6. Customisation, Themes and Plugins

Any functionality, design, or development not included in the original quote will be scoped and quoted separately, from time-to-time, quotes are provided after the work is done, this will be invoiced accordingly.

• Theme Changes: Once the development phase begins, changing the theme is not possible without significant charges. In most cases we will need to start the project from scratch.
• Custom Theme Changes: Customising WordPress or other themes is not included in the standard quote and will incur additional charges.
• Plugin purchases are not included in your quote unless specified. These are charged separately and may vary depending on exchange rates at the time of purchase.
• Shift ONE cannot be held liable for malfunctions of third-party plugins or themes.

1.5.7. Functionality and Additional Requirements

Quotes do not include custom development unless otherwise agreed. Should new functionality be requested during or after the project, development will pause until a revised quote is signed and approved, from time-to-time, quotes are provided after the work is done, this will be invoiced accordingly.

1.5.8. Build Phase

Once the homepage, designs and copy is approved and content is supplied, we begin building your website. If requested, we can optimise your content for SEO at an additional cost.

• Progress Updates: Shift ONE will provide progress updates. If requested, we can schedule project meetings to review the status and address any concerns.
• Development Access: During the development phase, the Client will not be shown work-in-progress unless Shift ONE provides access to a development link.
• Feedback: We ask that the Client refrain from checking the development link on a daily basis, as this can be unproductive. Shift ONE will notify the Client when the development link is ready for review.

1.5.9. Testing and Edits

During the testing stage, we encourage live, collaborative sessions where you can review and request changes directly with our developers  either in person or via video call. This ‘over-the-shoulder’ session is the most efficient method for finalising your site.

• You are entitled to one (1) round of changes during this phase.
• Significant changes or scope adjustments will incur hourly charges.
• If you choose not to participate in a live feedback session, note that email-based iterations can slow down progress. Shift ONE cannot be held responsible for project delays caused by feedback loops via email.
• Note: This phase is intended for refinements, not major design changes or new elements. 

1.5.10. Final Payment and Go Live

Once the site is approved, the final 50% payment becomes due, or if a payment plan is agreed to, the final remaining outstanding amount becomes due. The client also needs to provide written approval for go-live to commence. 

The site will go live shortly thereafter, usually within one to two business days, depending on the hosting provider. Sites will not go live on Fridays, over weekends or after hours unless additional charges have been agreed upon in advance.

During the go-live period, your current website may appear broken or go offline temporarily. This is normal and part of the propagation process.

We recommend that you pause any paid media ads to your website over this time.

SEO performance may fluctuate slightly immediately after launch, but rankings typically recover and improve over time. We can monitor this and provide post-launch support if needed, we can quote for this.

1.5.11. Post-Launch Support

After the site is live, the Client is responsible for testing all links, email addresses, and features to ensure everything is functioning as expected.

We are not responsible for forms not being tested, emails not being received. Please ensure the site is properly tested before approving that we take it live.

We provide 5-hours (or per quote) of technical support over 14 (fourteen) days after launch, covering the scope of work quoted - this is for fixes and not changes. After this period, any further support, consultation, or development work is billed at our hourly rate. No changes to the website can be made without additional charges during this stage, as this is only for technical support. 

1.5.12. Handover and Training

Once the website is live, we offer the Client a 1–2 hour training session on how to use the Content Management System (CMS) for ongoing website management.

• Documentation: Full documentation will be provided to support the training and help the Client manage content, update pages, and perform basic website maintenance.

1.5.13. Project Ownership and Sign Off

Ownership of the completed website will only transfer to the Client once the final project payment has been made in full.

Until then, Shift ONE retains ownership and reserves the right to monetise or reclaim costs through the project should payment not be made as agreed.

Client will be provided with a document evidencing the speed, plugins and state of the site in general, and receipt of this without raising concerns is construed sign off of the website.

1.6. SERVICE LIMITATIONS AND CONSIDERATIONS

Both parties acknowledge that certain factors may affect the performance or delivery of services provided by Shift ONE. These include, but are not limited to, the following:

1.6.1. Project Timelines and Delays

Website design and development timelines vary significantly depending on the complexity of the project, integrations required, and the responsiveness of the client. While Shift ONE will always work diligently to meet agreed milestones, website projects can take six months or longer to complete. Progress is dependent on the timely supply of content, approvals, feedback, access details, and any other information required from the client.

Where delays occur on the client’s side, including delays in providing feedback, content, access, approvals or any other required inputs, the project may naturally lose its scheduled priority within Shift ONE’s production calendar. Our team will then proceed with other work to avoid resource downtime, which may result in further scheduling constraints once the client is ready to resume. Shift ONE cannot be held responsible for any extended timelines, resource bottlenecks, or knock-on delays caused directly or indirectly by client-side delays, and all delivery dates will adjust accordingly.

1.6.2. Project Critical Success Factors

For the project to be successful, it is imperative that the Client provides the following:

• Access to Google Analytics: To ensure a seamless SEO handover, Shift ONE requires access to the Client’s Google Analytics account.
• Technology Requirements: The Client is responsible for ensuring that they are using up-to-date software, including modern browsers, the latest operating system, a monitor resolution of at least 1024 x 768, and a reliable, high-speed internet connection.
• Non-Conformance: If the website needs to be built without conforming to the above standards, the Client must specify this before design commences, so that we can quote and work accordingly. 

1.6.3. Hosting and Development Platform

Shift ONE develops websites to be hosted on Linux web servers running Apache with PHP,  a popular and stable technology stack for web development. We can support Microsoft environments for an extra fee, to be discussed in the quoting phase.

• CMS: Websites are developed using WordPress CMS, ensuring ease of use and scalability. Each platform has its own technical constraints and limitations. Feature requests beyond platform capabilities may require custom development or third-party integrations, which will be scoped and quoted separately.
• Hosting & Domain Registration: Shift ONE does not provide hosting or domain registration directly. We can assist in procuring these through a third-party provider, and any costs incurred will be quoted and invoiced separately. 
• Hosting Cancellation: Clients must provide at least one calendar month’s notice in writing if they wish to cancel hosting services.
• Shift ONE cannot be held responsible for any issues related to third-party hosting providers.

1.6.4. Hacking, Security and Maintenance

We strongly recommend that clients take out a monthly website maintenance and security contract, which we can quote you on. This service helps protect your website from hacking, broken plugins, or other technical issues.

Shift ONE cannot be held liable for site security breaches or related damages if the website is not actively maintained. A separate SLA is available for these services upon request.

1.6.5. Third-Party Integrations

If the Client requests integration with CRM systems, payment gateways, or other third-party software, additional development or technical support may be required. Shift ONE is not liable for third-party platform errors or outages.

These will be invoiced accordingly.

1.6.6. Legal and Compliance

The Client is responsible for providing any legal disclaimers, privacy policies, cookie notices, and POPIA/CPA compliance content. Shift ONE does not provide legal advice or documentation unless sourced through a third-party provider or supplied by Client.

Should Shift ONE develop a website, the Client remains solely responsible for ensuring that all required compliance, governance, and legislative requirements are met, including (but not limited to) legal disclaimers, privacy policies, POPIA/GDPR notices, and other regulatory documentation or links. Shift ONE cannot be held liable for any breach of compliance arising from the absence, omission, or inaccuracy of such requirements, and the Client expressly releases Shift ONE from all responsibility in this regard.

1.7. WEBSITE IN A WEEK 

Website in a Week is a rapid website development service designed to deliver a professionally designed, written and developed website within seven (7) working days, provided all required information, content, approvals and feedback are supplied by the Client within the agreed timeframes. This service is intended for businesses that require a high-quality website quickly and are comfortable with a streamlined development process, limited customisation and a structured revision process.

1.7.1 What's Included

This product typically includes:

• Home Page
• About Us Page
• Services or Products Page
• Contact Us Page
• Legal Pages, including Terms & Conditions and Privacy Policy pages

1.7.2 Client Responsibilities

To enable delivery within the advertised timeframe, the Client must:

• Complete all briefing documentation thoroughly and accurately.
• Participate in the project briefing and scoping process.
• Provide all required content, branding assets, reference material and approvals timeously.
• Consolidate feedback and revision requests into the allocated revision rounds.

The quality and completeness of the information provided by the Client will directly impact the outcome of the website. Where content, instructions, branding assets or design preferences are incomplete, unclear or unavailable, we may exercise reasonable creative discretion in delivering the website.

Any delays in providing information, content, approvals or feedback may result in project delays and extension of delivery timelines.

1.7.3 Revisions and Scope

This product includes a limited number of revision rounds as communicated during the project. Revisions are intended to refine the agreed solution and not to introduce new requirements, functionality, layouts, pages or design directions.

Additional revisions, changes to approved content, design direction, functionality, structure, navigation or project scope may incur additional charges at our standard hourly rates. Requests that fall outside the approved scope may be treated as change requests and quoted separately.

Where project requirements exceed the standard scope of this product, additional development time and costs may apply and will be quoted separately.

1.7.4 Exclusions

Unless otherwise agreed in writing, this product excludes:

• Custom functionality and integrations
• eCommerce functionality
• Blog functionality and blog migration
• Content Management Systems (CMS)
• Advanced tracking, analytics and marketing integrations
• Hosting, domains and third-party subscriptions
• Content migration from existing websites
• CRM integrations
• Advanced forms and automation
• Copywriting beyond the agreed scope

Additional services may be quoted separately.

1.7.5 Original Design and Intellectual Property

Any third-party websites supplied by the Client will be used solely as inspiration and reference material.

We will not copy, replicate or reproduce any third-party website, design, content, source code, branding or intellectual property and reserves the right to refuse any request that may infringe the rights of a third party.

1.7.6 Pricing and Payment

This product is quoted based on the anticipated scope and estimated hours required. Should the scope, complexity, revisions or project requirements change, additional charges may apply.

Full payment is required before development commences unless otherwise agreed in writing.

Projects that remain inactive due to Client delays for more than three (3) months may be subject to a project reactivation fee before work resumes.

1.7.7 Launch and Support

Websites will be launched once final written approval has been received by us from the Client.

We reserve the right to schedule website launches on business days that allow for adequate post-launch monitoring and support. Launches may be deferred where reasonably necessary to ensure website stability and support availability.

Following launch, we provide a limited post-launch support period for reporting and correcting technical issues, bugs, or development-related errors. Post-launch support is limited to the correction of technical defects or development-related issues identified during the support period.

Requests for additional functionality, content updates, design changes, enhancements or new requirements fall outside the support period and may be quoted separately.

1.7.8 Delivery Timeframe

The seven (7) working-day delivery period applies only once all required content, assets, approvals, and information have been received.

Delays caused by outstanding information, revisions, feedback, scope changes or additional requests may extend the project timeline and shall not constitute a breach of the delivery commitment associated with this product.

SECTION C: MARKETING SERVICES

1. MARKETING STRATEGY SESSIONS 

Our Marketing Strategy Sessions form the foundation of our strategic approach and your long-term marketing success. These sessions are typically conducted when a new client signs on and serve as the strategic springboard for your marketing retainer.

The full programme consists of four (4) x 2-hour collaborative workshops, during which we dive deep into your business, brand, audience, and market. These sessions are comprehensive, insight-driven, and tailored to define a clear marketing roadmap for your business.

What’s included:

1.1. Competitor Research and Positioning Analysis

We assess the competitive landscape and identify where your brand can own a unique space in the market.

1.2. Customer Segment Survey

We gather insights directly from your current or prospective customer base to inform messaging and targeting.

1.3. Sales Team Interviews

We engage with your top salespeople to understand real-world objections, customer motivations, and key selling points.

1.4. Market Research (Desktop)

We explore trends, keywords, platforms, and industry benchmarks to better guide strategic decisions.

1.5. Go-to-Market Strategy and Planning

Together we define your brand’s go-to-market approach, including objectives, value propositions, and tactical rollout plans.

1.6. Channel Strategy

We map the best-fit marketing channels for your business — digital, social, email, content, and more — along with a channel-specific plan of action.

These sessions are charged as per the quote provided. Full payment is required upfront before your strategy workshops can be booked. The insights and outcomes from these sessions directly inform the execution of your ongoing marketing retainer.

2. SOCIAL MEDIA

2.1.  APPOINTMENT

By choosing Shift ONE as your Social Media provider, you are appointing us to deliver your Social Media Marketing services and authorising us to transact on your social platforms on your behalf. 

We will never post content that has not been approved by the Client.

Should content be approved and posted, and thereafter Client wishes for us to take it down on make edits, charges will apply.

These services are provided in accordance with the terms of our main Service Level Agreement and should be read in conjunction with this Service Guide.

2.2. CLIENT’S OBLIGATIONS

To ensure the successful delivery of social media services, the Client is required to provide Shift ONE with the following:

2.2.1. Social Media Platform Access

Full access to all relevant social media platforms is required. This includes:

• Login credentials and passwords
• Platform URLs
• Administrative or manager access where applicable

This access allows our team to schedule, manage, and optimise content as agreed.

2.2.2. Brand Identity and Visual Assets

To maintain brand consistency, the Client must supply:

• Corporate Identity documentation
• Branding for all sub-brands (if applicable)
• Colour codes, fonts, high-resolution logos, and taglines or slogans

Should none be available we can provide for an agreed fee.

2.2.3. Brand Positioning and Target Market Information

To guide content creation and strategic direction, we require a clear understanding of:

• The Client’s brand essence and values
• Product or service offerings
• Target market and key audience segments

This information can be shared via email or as a formal brand document.

Should none be available we can provide for an agreed fee.

2.2.4. Visual Content

The Client must provide stock photography and visual assets related to their brand(s). These will be used to populate and enhance social media platforms. If the Client lacks suitable imagery, Shift ONE can source and quote accordingly.

2.2.5. Event Information

The Client should share details of relevant past or upcoming events. This enables Shift ONE to integrate timely and relevant event content into the social media calendar.

2.2.6. Content Approvals

Once Shift ONE has developed and presented its strategies, content plans, advertising materials, or competitions, the Client must review and approve in writing before any implementation takes place.

2.3. CLIENT’S PAYMENT OBLIGATION

2.3.1. Monthly Fee

The Client agrees to pay a monthly fee as outlined in the approved proposal for the social media services delivered by Shift ONE. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing, and will remain in effect for the duration of the agreement. Prompt payment ensures continuous service delivery, content scheduling, and campaign implementation.

2.3.2. Additional Costs

The Client is also responsible for any additional costs, fees, or charges imposed by social media platforms or third-party internet service providers in relation to the services being rendered by Shift ONE. These may include ad spend, paid features, or integration tools required to execute the agreed strategy. Such costs will be invoiced by Shift ONE and are payable on demand.

2.4. SHIFT ONE’S OBLIGATIONS

As part of our social media service offering, Shift ONE will manage and deliver the following key functions, designed to support the Client’s brand presence, engagement, and growth across all relevant platforms:

2.4.1. Strategy Development

We develop tailored social media strategies aligned with your brand identity, business objectives, and audience. This strategic planning forms the foundation for all content and campaign decisions.

2.4.2. Content Curation

Based on the approved strategy, we create engaging, brand-aligned content for each platform. This includes written posts, visual assets, and suggested campaign themes.

2.4.3 Content Implementation

Once content is approved by the Client, we schedule and publish it across the agreed platforms, ensuring consistency and optimal timing.

2.4.4. Community and Platform Management

We monitor your social media platforms, responding to questions, comments, and engagement where required — based on the time allocated within your approved budget. Our goal is to maintain a consistent, responsive, and professional brand voice across all interactions.

2.4.5. Monthly Reporting

Each month, we prepare a written report detailing key performance insights and the work completed. This report is presented during the monthly management meeting.

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

2.4.6. Competitions and Campaigns

We conceptualise and implement social media competitions as part of broader campaigns to support your brand, product, or seasonal objectives.

Upon completion, we provide a full report outlining engagement levels, entries, results, and recommendations for future activations.

2.4.7. Crisis Management

If an issue arises on any platform, such as a reputational threat, unexpected public response, or technical concern, Shift ONE will immediately notify the designated contact and assist in managing the situation appropriately.

2.5. SERVICE LIMITATIONS AND CONSIDERATIONS 

Both parties acknowledge that certain factors may affect the performance or delivery of services provided by Shift ONE. These include, but are not limited to, the following:

2.5.1. Abusive or Disruptive Users

Shift ONE will manage interactions with users who engage in abusive or inappropriate behaviour toward the Client’s brand or content. Such users may be removed, hidden, or managed in accordance with platform policies and brand guidelines.

2.5.2. Internet Connectivity Issues

In the event of significant internet disruptions or downtime, Shift ONE’s ability to access and manage social media platforms may be temporarily affected. We will resume service delivery as soon as possible once connectivity is restored.

2.5.3. Call-to-Action (CTA) Errors

If Shift ONE is provided with incorrect or faulty domains, URLs, or landing pages, and is not notified of the error, users may be directed to broken or invalid links. It is the Client’s responsibility to ensure the accuracy of all URLs and CTAs supplied.

2.5.4. Advertising Cost Fluctuations

Cost-per-click (CPC) and other advertising rates may vary based on demand, target demographics, or platform algorithm changes. This may impact the performance and reach of campaigns within a fixed media budget. These fluctuations are outside of Shift ONE’s control.

2.5.5. Delays in Content Approval

Shift ONE provides a content plan for Client review and approval ahead of scheduled posts. Our team typically tries to schedule content in advance. Delays in approval from the Client will result in posting delays and may affect overall campaign momentum.

2.5.6. Liability

Shift ONE is not liable for the views, statements, or communications made by the Client or community (social media followers) on any social media platform. Responsibility for all client-authored or client-approved posts, comments, or responses rests solely with the Client.

3. EMAIL MARKETING

3.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver your Email Marketing services. These services are provided in accordance with the terms of our main Service Agreement and should be read in conjunction with this Service Guide.

3.2. CLIENT’S OBLIGATIONS

To ensure the successful delivery of email marketing services, the Client is required to provide Shift ONE with the following:

3.2.1. Corporate Identity and Brand Assets

To support the successful delivery of your email marketing campaigns, the Client must provide Shift ONE with all necessary information and materials. This includes details of the Client’s Corporate Identity and any brand identities relevant to the services. Such materials should include colour breakdowns, font specifications, and high-resolution logos or slogans associated with each identity.

3.2.2. Brand Insights and Target Market Information

Additionally, the Client is required to share insights about their business, including what the brand stands for, the nature and scope of products or services offered, the brand essence, and the target market. This information can be provided in a document or via email and will be used by Shift ONE to develop effective strategies and curate compelling content.

3.2.3. Visual Content

The Client must also supply any stock photographs, images, or videos for which they hold usage rights. These visuals will be incorporated into the email marketing materials to ensure brand consistency and visual appeal.

3.2.4. Event Information

It is important for the Client to keep Shift ONE informed of any events—whether past or upcoming—that relate to their business. This enables us to integrate relevant content into the email marketing strategy as appropriate.

3.2.5. Campaign Approval

Once Shift ONE finalises an email campaign and presents it to the Client, the Client is obliged to review, approve, and sign off on the campaign before Shift ONE proceeds with implementation.

3.2.6. Database Requirements

Clients are required to provide their own databases for email marketing purposes. However, if needed, databases can be sourced and purchased through Shift ONE for an additional fee.

By engaging Shift ONE, you confirm that your database has been legitimately obtained and that, where applicable, all email addresses have provided valid consent (opted in) to receive communications in accordance with the Protection of Personal Information Act (POPIA).

Shift ONE can not be held responsible for data supplied that is in breach of POPIA or GDPR.

3.3. CLIENT’S PAYMENT OBLIGATIONS

3.3.1. Monthly Fee

The Client agrees to pay a monthly fee to Shift ONE for the email marketing services, as per the agreed quotation. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing, and remains in effect for the duration of the agreement.

3.3.2. Additional Costs

The Client is responsible for any additional costs, fees, or charges imposed by email platforms or third-party internet service providers in connection with the services delivered by Shift ONE. These costs will be invoiced and are payable on demand.

3.4. SHIFT ONE’S OBLIGATIONS

As part of our email marketing service offering, Shift ONE will manage and deliver the following key functions, designed to support the Client’s brand visibility, audience engagement, and campaign performance:

3.4.1. Email Development

Shift ONE is responsible for writing, designing, and developing marketing emails that align with the Client’s brand identity and communication objectives. Each campaign is crafted to reflect the Client’s tone, messaging, and visual identity.

3.4.2. Email Implementation

Once the email has been finalised and approved by the Client, Shift ONE will schedule and send the email to the designated database using the agreed-upon platform and timelines.

3.4.3. Monthly Reporting

Shift ONE will prepare and deliver a monthly written report detailing the performance and outcomes of the email marketing activities undertaken during the period. This report will be presented at the monthly management meeting.

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

3.5. SERVICE LIMITATIONS AND CONSIDERATIONS 

Both parties acknowledge that certain external or unforeseen challenges may impact Shift ONE’s ability to deliver email marketing services as intended. While every effort will be made to mitigate these risks, the following considerations may affect delivery timelines or campaign performance:

3.5.1. Abusive Subscribers

At times, email recipients may respond negatively or abusively to the campaign content. In such cases, Shift ONE will manage or remove these subscribers where appropriate, in line with best practices and platform policies.

3.5.2. Internet Disruptions

Should there be a major internet outage—either nationally or locally—Shift ONE’s access to email marketing platforms may be temporarily disrupted, potentially affecting service delivery.

3.5.3. Faulty Call-to-Action Links

If a domain or URL supplied by the Client contains errors or becomes inactive, and Shift ONE is not informed, recipients may be directed to broken or incorrect landing pages. This could impact the effectiveness of a campaign.

3.5.4. Liability

Shift ONE is not liable for the views, statements, or communications made by the Client in any email marketing campaign. Responsibility for all client-authored or client-approved content, including messaging, links, or claims made within emails, rests solely with the Client.

4. CONTENT MARKETING AND PR SERVICES

4.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver your Content Marketing and PR services. These services are provided in accordance with the terms of our main Service Agreement and should be read in conjunction with this Service Guide.

4.2. DURATION

The agreement begins on the date of signature or upon written approval via email and is valid for an initial term of 12 (twelve) months, unless otherwise agreed in writing.

After the Initial Period, the agreement will automatically renew for a further 12 (twelve) months unless the Client provides written notice at least 3 (three) months before the end of the current term confirming they do not wish to continue.

4.3. CLIENT’S OBLIGATIONS

To enable the successful delivery of Content Marketing and PR Services, the Client agrees to provide the following:

4.3.1. Brand Assets and Guidelines

The Client must supply Shift ONE with its full Corporate Identity, including any variations for its different brands. This should include, but is not limited to, a detailed colour breakdown, font specifications, and high-resolution logos and slogans. Additional documents that provide insight into the Client’s brand positioning and tone of voice will further assist in shaping a consistent content strategy.

4.3.2. Brand Positioning and Target Market Information

The Client is required to share relevant information about its brand, including what the business stands for, its product or service offering, its brand essence, and its target market. This information may be shared in a formal document or via email and will support Shift ONE in crafting an informed, strategic content plan.

4.3.3. Visual Assets

All relevant photography, stock images, or videos that are either owned by the Client or licensed for their use must be provided. These assets will be used across content formats and platforms to ensure brand consistency.

4.3.4. Event Information

Shift ONE should be informed of any past or upcoming events that may be relevant to the content or PR strategy, so that these can be included in content planning and distribution where appropriate.

4.3.5. Content Approvals

Once content has been developed and presented, the Client is required to review, approve, and sign off on all deliverables before Shift ONE may proceed with implementation.

4.4. CLIENT’S PAYMENT OBLIGATIONS

4.4.1. Monthly Fee

The Client agrees to pay the monthly fee as specified and agreed upon for the provision of content marketing services. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing, for the duration of the agreement.

4.4.2. Additional Costs

Any additional costs, fees, or platform-related charges incurred through the use of third-party content platforms, media outlets (where needed or applicable), hosting services, or online service providers shall be payable by the Client on demand. These costs will be invoiced separately where applicable.

4.5. SHIFT ONE’S OBLIGATIONS

As part of our content marketing and PR service offering, Shift ONE will manage and deliver the following key functions, designed to enhance the Client’s visibility, authority, and engagement across online and media platforms:

4.5.1. Content Development

Shift ONE is responsible for researching, writing, and developing high-quality blogs, thought leadership articles, and other long-form content that aligns with the Client’s brand identity, messaging, and marketing objectives.

4.5.2. Content Implementation

Shift ONE will draft, finalise, and distribute press releases to relevant media publications, provided they are approved in writing by the Client. This process includes identifying appropriate press outlets and handling submission.

4.5.3. Monthly Reporting

A monthly summary will be provided detailing where press releases were sent and any coverage achieved. This report offers insight into the effectiveness of the PR efforts and media reach.

Shift ONE will also prepare a standard written report highlighting the content work completed, outcomes achieved, and opportunities identified. This will be delivered and presented at the monthly management meeting.

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

4.6. SERVICE LIMITATIONS AND CONSIDERATIONS 

Both parties acknowledge that certain circumstances beyond Shift ONE’s control may impact the delivery of content marketing and PR services, and potentially affect the fees payable by the Client. These include, but are not limited to, the following:

4.6.1. Press Release Coverage

While Shift ONE aims to achieve media pickup for press releases, typically targeting a minimum of two placements per release, this cannot be guaranteed. The extent of coverage is largely dependent on the newsworthiness and relevance of the content distributed. We strongly recommend that Clients allow Shift ONE to develop content, as our experience informs what is more likely to be accepted by media outlets.

4.6.2. Internet Connectivity Issues

Major internet outages in South Africa or other technical issues may temporarily prevent Shift ONE from accessing content marketing or distribution platforms, which could delay service delivery.

4.6.3. Call-to-Action (CTA) Errors

If a domain or URL provided by the Client contains errors and Shift ONE is not notified, recipients of content or press releases may be directed to broken or incorrect web pages, reducing campaign effectiveness.

5. INFLUENCER MARKETING SERVICES

5.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver your Influencer Marketing services. These services are provided in accordance with the terms of our main Service Agreement and should be read in conjunction with this Service Guide.

5.2. DURATION

The agreement begins on the date of signature or upon written approval via email and is valid for an initial term of 12 (twelve) months, unless otherwise agreed in writing.

Following the Initial Period, the agreement will automatically renew for a further 12 (twelve) months unless the Client provides written notice at least 3 (three) months prior to the end of the current term confirming they do not wish to continue.

5.3. CLIENT’S OBLIGATIONS

To ensure effective influencer marketing campaigns, the Client agrees to provide Shift ONE with the following:

5.3.1. Influencer Profile

Clear information regarding the type of influencer the Client believes aligns well with their brand and values. This helps Shift ONE identify and engage appropriate influencers.

5.3.2. Brand Positioning and Target Market Information

Details about the Client’s brand, including its core values, the nature and scope of its products or services, brand essence, and target audience. This information can be provided via a document or email and will guide strategy development and content curation.

5.3.3. Event Information

Comprehensive details of any past or upcoming events related to the Client that may be relevant to the influencer marketing strategy. This allows for timely integration of event-related content into influencer campaigns.

5.4. CLIENT’S PAYMENT OBLIGATIONS

5.4.1. Monthly Fee

The Client agrees to pay the monthly fee as per the agreed proposal for the influencer marketing services provided by Shift ONE. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing, for the duration that these services are rendered under this agreement and the main Service Agreement.

5.4.2. Additional Costs

In addition, the Client will be responsible for any extra costs, fees, or charges imposed by influencers, influencer platforms or other third-party service providers related to the services rendered by Shift ONE. These additional costs shall be payable by the Client on demand.

5.5. SHIFT ONE’S OBLIGATIONS

As part of our influencer marketing service offering, Shift ONE will manage and deliver the following key functions designed to connect your brand with the right influencers and ensure campaign success:

5.5.1. Influencer Strategy and Setup

Shift ONE will develop a tailored influencer marketing strategy aligned with the Client’s brand objectives. This includes all necessary preparations and establishing the foundational elements required for the campaign.

5.5.2. Influencer Sourcing

We will identify and reach out to potential influencers who fit the Client’s brand profile. Shift ONE will negotiate and set up agreements that are mutually beneficial for both the Client and the influencers.

Influencers need to be approved by the Client before proceeding.

5.5.3. Influencer Management

Shift ONE will oversee influencer relationships, ensuring that all parties meet their contractual obligations. This includes providing influencers with any agreed-upon resources or assets necessary to fulfil their role effectively.

5.5.4. Monthly Reporting

Each month, Shift ONE will prepare and present a detailed report summarising all influencer marketing activities and results. This report will be shared during the monthly management meeting. 

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

5.6. SERVICE LIMITATIONS AND CONSIDERATIONS 

Both parties acknowledge that certain circumstances may impact the provision of influencer marketing services by Shift ONE, as well as the fees payable by the Client. These include, but are not limited to, the following:

5.6.1. Influencer Performance

Shift ONE cannot be held responsible for any shortcomings or incompetencies displayed by the selected influencers after agreements are finalised. While Shift ONE commits to managing influencers to the best of its ability, liability for their actions remains with the influencers themselves.

5.6.2. Internet Disruptions

Significant internet outages or technical issues within South Africa or elsewhere may temporarily prevent Shift ONE from accessing influencer marketing platforms, potentially delaying service delivery.

5.6.3. Delayed Client Approvals

Influencer proposals, campaign content, and timelines often require sign-off before launch. Delays in approvals from the Client’s side may result in missed campaign dates or lost influencer availability.

5.6.4. Limited Influencer Availability

Influencer availability is subject to their schedules and commitments. Should an influencer become unavailable after initial agreement, Shift ONE will source an alternative, but cannot guarantee the same level of influence, reach, or engagement.

5.6.5. Changes in Platform Algorithms or Policies

Changes made by social platforms (e.g. Instagram, TikTok) to their algorithms or advertising policies may affect the reach or performance of influencer content. These factors are beyond Shift ONE’s control.

5.6.6. Mismatched Expectations

Despite a thorough briefing, some content produced by influencers may not align with the Client’s expectations. In such cases, Shift ONE will facilitate revisions within the scope of the influencer agreement, but extensive changes may incur additional fees.

5.6.7. Liability 

Shift ONE cannot be held liable for any content, statements, behaviours, or omissions made by influencers during or after the course of a campaign, whether in written, visual, or video form. While we take all reasonable steps to brief and manage influencers in line with the agreed campaign objectives, the final execution and public representation of the influencer’s message remain outside of Shift ONE’s control.

Additionally, Shift ONE shall not be held liable for any reputational, financial, or legal consequences resulting from an influencer’s conduct, personal views, or public controversies, whether or not such issues arise during the campaign period. The Client acknowledges the inherent risk in working with independent third-party talent and agrees to hold Shift ONE harmless in such events.

6. LEAD GENERATION SERVICES

6.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver Lead Generation Services, which may include appointment setting, drip email campaigns, LinkedIn outreach and advertising, and other outbound prospecting activities. These services are delivered in accordance with the terms of our main Service Agreement and should be read in conjunction with this Service Guide.

6.2. DURATION 

The agreement begins on the date of signature or upon written approval via email and is valid for an initial term of 12 (twelve) months, unless otherwise agreed in writing.

After the Initial Period, the agreement will automatically renew for a further 12 (twelve) months, unless the Client provides written notice at least 3 (three) months before the end of the current term, confirming they do not wish to continue.

6.3. CLIENT'S OBLIGATIONS

To ensure effective lead generation campaigns, the Client agrees to provide Shift ONE with the following:

6.3.1. Database Provision or Purchase Approval

Clients must provide their own compliant database for outreach, or may choose to have Shift ONE procure a third-party database. In either case, the Client confirms that all data has been obtained legally and is POPIA-compliant. Approval is required prior to purchase, and all related costs will be quoted and invoiced separately.

6.3.2. Messaging and Script Approvals:

All cold calling scripts, drip email content, and LinkedIn ad copy/messaging must be reviewed and approved by the Client before execution. Should none be supplied, the Client should request these before proceeding. Delays in approval may impact project timelines.

6.3.3. CRM Use

Shift ONE recommends the use of our licensed version of HighLevel as the central CRM for tracking, automation, and reporting. If the Client chooses to use an alternative CRM, integration and setup limitations may apply.

6.3.4. Timely Feedback and Communication

The Client agrees to provide timely feedback on leads generated, follow-up results, appointment quality, and any issues raised by prospects. This enables us to optimise our outreach and improve conversion rates.

6.3.5. Compliance Assurance

The Client is responsible for ensuring that their internal sales or appointment-setting teams engage with leads in compliance with applicable laws, including POPIA and CPA (Consumer Protection Act).

6.3.6. Commitment to Minimum Campaign Period

The Client acknowledges that lead generation results are optimised over time, and agrees to allow a minimum of 3 (three) months, excluding the setup month, for Shift ONE to refine messaging, targeting, and outreach strategies. Termination before this period may result in incomplete performance insight and reduced campaign impact.

6. 4. CLIENT'S PAYMENT OBLIGATIONS

6.4.1. Monthly Fees

The Client shall be obliged to pay a retainer fee, as agreed, for the Lead Generation Services rendered by Shift ONE. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing. 

6.4.2. Additional Costs

The Client will also be responsible for the following additional third-party costs, which will either be billed directly or invoiced by Shift ONE, and quoted beforehand:

• CRM subscription (e.g. HighLevel)
• Third-party database purchase
• Email cleaning or verification tools
• LinkedIn ad spend and campaign fees
• Drip mailer platform costs (where applicable)

Any extra charges incurred will be communicated and quoted upfront.

6.5. SHIFT ONE’S OBLIGATIONS

As part of our lead generation offering, Shift ONE will manage and deliver the following services, designed to support your sales pipeline growth:

6.5.1. Strategy and Setup

Develop a comprehensive lead generation strategy, including target market definition, value proposition alignment, and messaging development.

6.5.2. CRM Setup and Management

Set up and manage the agreed CRM system (GoHighLevel or alternative if agreed), including automation workflows, lead tagging, tracking, and reporting.

6.5.3. Database Sourcing (If Applicable)

Procure legally compliant databases if requested by the Client, subject to approval and additional cost.

6.5.4. Messaging Development

Draft cold calling scripts, drip email series, and LinkedIn ad messaging based on the approved campaign strategy. All content will be submitted to the Client for approval before deployment.

6.5.5. Campaign Execution

Manage the execution of email sends, LinkedIn outreach, and (if applicable) appointment setting, based on approved messaging and campaign structure.

6.5.6. Monthly Reporting

Provide a monthly report detailing leads generated, outreach metrics, campaign performance, and next steps.  This report will be shared during the monthly management meeting. 

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

6.6. SERVICE LIMITATIONS & CONSIDERATIONS

6.6.1. Lead Quality

While every effort is made to target appropriate leads, Shift ONE cannot guarantee lead conversion rates, sales performance, or show rates for booked appointments.

6.6.2. Prospect Responsiveness

Engagement rates for cold outreach may vary by industry, messaging, season, and platform. We monitor performance and will make recommendations accordingly, but outcomes can vary.

6.6.3. External Platform Restrictions

We cannot be held liable for platform changes, bans, or suspensions (e.g., LinkedIn restrictions due to outreach frequency), or changes in email deliverability due to factors beyond our control.

6.6.4. Delays Due to Approvals

Delayed Client approvals for messaging, databases, scripts, or campaign setup will result in postponed campaign rollout, which may affect performance outcomes.

6.6.5. Liability

Shift ONE will not be held liable for any business loss, missed opportunity, or reputational damage resulting from Client-directed messaging, rejected appointments, or internal lead handling or poor sales follow-up. Our role is limited to generating and delivering leads as per the agreed scope.

7. MARKETING TRAINING

Shift ONE, together with our sister company DMA (Digital Marketing Academy), offers tailored digital marketing training to equip your internal team with the knowledge and tools needed to confidently manage and grow your brand online.

Training is customised to suit your specific platforms, business goals, and team needs — whether you require foundational knowledge or more advanced guidance. Areas of training may include, but are not limited to, social media, email marketing, content creation, strategic planning, reporting, and campaign implementation.

7.1. Free Training for Retainer Clients

Clients who are on a monthly retainer with Shift ONE may qualify for free training sessions through DMA, depending on the value and duration of the agreement. The number of sessions and training hours will be communicated at the outset of the engagement and forms part of our commitment to upskilling and long-term partnership.

Speak to your account manager to find out whether you are eligible for this.

7.2. Booking and Payment Terms

A 100% deposit is required to confirm any paid training sessions. Full payment must be received in advance, prior to the session taking place. Cancellation or rescheduling of a training session requires at least 48 hours' written notice to avoid forfeiture of the booking.

SECTION D: CREATIVE SERVICES

1. GRAPHIC DESIGN 

1.1. APPOINTMENT 

By choosing Shift ONE, you are appointing us to deliver Graphic Design Services. These services may be provided either on a project basis or as part of an ongoing monthly retainer, as agreed in writing. All services are governed by the terms of our main Service Agreement and must be read in conjunction with this Service Guide.

1.2. DURATION

1.2.1 Project-Based Work

Each project-based engagement will commence upon acceptance of the written estimate or quotation and continue until completion as agreed. No work will begin until the Client has signed and returned the estimate or quotation and paid the required deposit.

1.2.2. Retainer-Based Work

Where services are delivered on a retainer basis, the agreement begins on the date of signature or written approval via email, and will be valid for an initial term of 12 (twelve) months, unless otherwise agreed in writing. 

After the Initial Period, the agreement will automatically renew for a further 12 (twelve) months, unless the Client provides written notice at least 3 (three) months prior to the end of the current term confirming they do not wish to continue.

1.3. CLIENT’S OBLIGATIONS

To ensure the successful delivery of graphic design work, the Client is required to provide Shift ONE with the following:

1.3.1. Project Acceptance

A signed copy of the written estimate or quotation is required to confirm acceptance and must be returned to Shift ONE before any work commences.  Clients should ensure they are clear on the scope, including length and complexity of design elements.

1.3.2. Provision of Branding Assets

The Client must supply Shift ONE with its Corporate Identity and any applicable brand identities. This includes, but is not limited to, colour codes, font specifications, high-resolution logos, slogans, and any other design elements necessary to maintain brand consistency across all creative outputs.

1.3.3. Creative Direction and References

The Client must provide clear direction regarding the intended look, feel, and objectives of the design work. This may include mood boards, examples of preferred styles, competitor references, or brand guidelines where applicable. Such guidance will assist Shift ONE in aligning the design output with the Client’s vision and goals.

1.3.4. Feedback and Approval

The Client is required to review all drafts or concepts presented and provide consolidated feedback within a reasonable timeframe, as agreed in the project or retainer schedule. Delayed feedback may impact timelines and final delivery. Once final approval has been received, Shift ONE will proceed with the implementation or final delivery of the designs.

1.3.5. Supply of Content

The Client is responsible for supplying all content, such as text, product details, imagery, and supporting information to be used in the design work, unless otherwise agreed. Should the Client require assistance with content development or stock imagery, Shift ONE will provide a quote for these services.

1.3.6. Event or Campaign Information

Where relevant, the Client must provide information about any upcoming events, campaigns, promotions, or other activities that may influence design priorities. This allows Shift ONE to plan and prioritise design work accordingly.

1.3.7. Project or Retainer Agreement

The Client must clearly communicate whether the design work falls under a once-off project or forms part of an ongoing monthly retainer. Where a retainer agreement is in place, the Client is expected to plan and brief work in accordance with the agreed monthly scope or hours.

1.4. CLIENT’S PAYMENT OBLIGATION

1.4.1. Monthly Fee (for Retainers)

The agreed monthly retainer fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing. Services for each month will commence only once full payment is received.

1.4.2. Project-Based Payment Terms

For project work, a non-refundable deposit of 50% of the total quoted fee is due upon acceptance of the quotation. Work will not commence until this deposit is received. The remaining 50% is payable on completion of the project, prior to the release or upload of final materials.

Alternatively, a payment plan can be discussed. 

1.4.3. Additional Costs

The Client is responsible for any extra costs incurred, including but not limited to stock images, fonts, additional revisions beyond the agreed rounds, printing or production fees, and any rush or priority requests. Shift ONE will endeavour to notify the Client of any such costs before proceeding.

1.5. SHIFT ONE’S OBLIGATIONS

As part of the Graphic Design services, Shift ONE will deliver the following key functions to support the Client’s brand and design requirements:

1.5.1 Concept Development

Shift ONE will create initial design concepts based on the Client’s brief, branding assets, and creative direction. 

1.5.2. Design Refinement

Based on the Client’s feedback, Shift ONE will refine and adjust the selected concept through up to two rounds, or however many rounds the approved budget allows for, of revisions. Any further revisions beyond these rounds will be billed at an agreed hourly rate.

1.5.3. Final Design Delivery

Upon final approval, Shift ONE will deliver the completed graphic design files in the agreed formats (e.g. PDF, JPEG, PNG, MP4, etc.), ready for use across the Client’s specified platforms or mediums. 

Unless otherwise agreed in writing, Shift ONE retains ownership of all open, working, and source files used to create the final deliverables (e.g. Adobe Photoshop, Illustrator, InDesign, Premiere Pro, Figma, or other editable formats). These files form part of our internal processes and intellectual property. Should the Client request access to these open files, Shift ONE reserves the right to charge an additional fee per project to prepare, package, and release these files. 

1.5.4. Brand Consistency

Shift ONE commits to maintaining brand consistency throughout all design work, strictly adhering to the Client’s Corporate Identity guidelines and approved branding elements.

1.6. SERVICE LIMITATIONS AND CONSIDERATIONS 

The Parties acknowledge that the following factors may affect the delivery of Graphic Design services and the associated fees payable by the Client:

1.6.1. Delayed Feedback

Timely Client feedback and approvals are essential to meet project deadlines. Delays in response may result in project delays and additional costs.

1.6.2. Scope Changes

Substantial changes to the design brief, additional revisions beyond the agreed rounds, or introduction of new design elements not initially scoped may incur extra charges and extend delivery timelines.

1.6.3. Content Delays

If the Client fails to provide necessary content such as text, images, or branding assets on time, Shift ONE cannot be held responsible for any resulting delays.

1.6.4. Third-Party Content

Use of stock imagery or third-party content requiring licensing may result in additional costs payable by the Client.

1.6.5. Technical Issues

Unexpected technical difficulties with software, file formats, or file transfers may impact delivery timelines. Shift ONE will communicate such issues promptly.

1.6.6. Approval Disputes

If the Client rejects all provided design concepts, the Parties agree to seek mediation to determine whether the brief was unclear or the expectations unreasonable. Costs for mediation will be shared equally.

2. VIDEO AND ANIMATION 

2.1 APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver Video and Animation services. These services are provided in accordance with the terms of the main Service Agreement and should be read in conjunction with this Annexure.

2.1.1. Acceptance Process

A copy of the written estimate or quotation must be signed and dated by the Client to indicate acceptance and returned to Shift ONE. Alternatively, the Client may send an official order in reply to the estimate or quotation, which binds the Client to Shift ONE's terms and conditions, or send an email acknowledging acceptance of the quotation.

2.1.2. Work Commencement

No work on the project will commence until Shift ONE receives acceptance of the quotation and until all required deposits are paid.

2.2. DURATION 

2.2.1. Project-Based Work

For project-based Video and Animation services, the agreement will be valid for the duration outlined in the accepted quotation or project proposal, unless otherwise agreed in writing.

2.2.2. Retainer-Based Work

For retainer-based services, the agreement shall commence on the Signature Date or upon written approval via email and shall remain in effect for an initial period of 12 (twelve) months, unless otherwise agreed in writing.

Following the Initial Period, the retainer agreement will automatically renew for a further 12 (twelve) months unless the Client provides written notice at least 3 (three) months before the end of the current term confirming they do not wish to continue.

2.3. CLIENT’S OBLIGATIONS

To ensure the successful delivery of any video and animation projects, the Client is required to provide Shift ONE with the following:

2.3.1. Provision of Branding Assets:

The Client must provide Shift ONE with its Corporate Identity, as well as any applicable brand identities. This includes, but is not limited to, colour breakdowns for each identity, font particulars, and any or all of the Client’s slogans or logos in high resolution. These materials will assist Shift ONE in ensuring brand consistency throughout the video content.

2.3.2. Brand Essence and Target Market

The Client must supply information regarding what the Client stands for, the nature and extent of its products or services, the Client’s brand essence, and target market. This can be submitted in a document or via email and will help Shift ONE develop an effective video content strategy aligned with the Client’s goals.

2.3.3. Content Supply

The Client is responsible for providing stock photographs, images, or videos related to their brands or which they have the rights to use. This content will be integrated into the video marketing materials where relevant.

2.3.4. Event and Campaign Information:

The Client must provide full details of any past or upcoming events or campaigns related to the Client’s brand, so that this information can be incorporated into the video content strategy as required.

2.3.5. Video Length and Scope

Clients are quoted based on the intended length of the video or animation required. Should the end result be longer or the client request a longer edit, additional costs will be incurred and invoiced. A leeway of 5 to 10 seconds may be permitted either way within the quoted animation price and time. Any additional length beyond this will require a new quotation and may incur extra costs.

2.3.6. Script Planning and Briefing

Shift ONE strongly recommends thorough planning of the script or at minimum providing a detailed brief outlining the vision and expectations. This will help avoid delays and additional charges associated with script revisions and production adjustments.

2.3.7. Approval and Sign-off

Once Shift ONE has finalised and presented the video content to the Client, the Client must provide timely approval and sign-off before any implementation or distribution can commence.

2.4. CLIENT’S PAYMENT OBLIGATIONS

2.4.1. Monthly Fee (for Retainers) 

The Client shall pay a monthly fee to Shift ONE for video marketing services rendered. This fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing, for the duration of the retainer agreement as outlined in this Annexure and the main agreement.

2.4.2. Project-Based Payment Terms

For project-based work, fees will be as per the written estimate or quotation accepted by the Client. A non-refundable deposit (usually 50%) is payable upfront before work commences, with the balance due upon completion and prior to delivery or release of final materials. Alternatively, payment plans can be arranged. 

2.4.3. Additional Costs

The Client is responsible for any additional costs, fees, or charges imposed by any video platform or third-party service provider relating to the services rendered by Shift ONE. These costs will be invoiced separately and are payable on demand.

2.4.4. Voice Over (VO) Artist Fees

Professional VO artists are available, and various options will be sourced and presented to the Client for approval. Please note that these professionals might not be available for follow-up work. We also have a variety of part-time VO artists as well as AI VO artists if required. Should the Client decide to switch to a different VO artist at any stage after giving approval, additional costs will apply and be invoiced accordingly.

2.5. SHIFT ONE’S OBLIGATIONS

As part of our video and animation service offering, Shift ONE will manage and deliver the following key functions, designed to support the Client’s brand visibility, storytelling, and engagement:

2.5.1. Video Filming

Shift ONE will film video content on-site or at an agreed location, aligned with the approved brief and subject matter that fits with the Client’s brand, tone, and corporate identity. Filming services exclude any travel expenses or stock footage that may need to be acquired, these will be quoted separately if required.

Should the video requirements fall outside Shift ONE’s internal capabilities, we may recommend the use of an external videographer or team. Any associated costs will be communicated in advance and quoted separately for approval prior to commencement.

2.5.2. Video Gear Usage

The necessary filming equipment and technical gear required for capturing high-quality footage will be quoted for and if approved, provided and used by Shift ONE during filming days. If any specialised filming equipment is required and must be rented, this will also be communicated to the Client and quoted for separately before filming begins.

2.5.3. Video Editing

Raw footage will be edited to create a compelling final video bas per the scope agreed in writing. Editing includes basic transitions, cutaways, audio syncing, and light grading as part of the standard service. 

More complex editing, animations, or additional formats may carry extra costs, which will be quoted for as needed.

2.5.4. Video Ownership

The Client will be provided with exported files ready for upload, these the Client owns outright. Upon final approval, Shift ONE will deliver the completed graphic design files in the agreed formats (e.g. MP4, etc.), ready for use across the Client’s specified platforms or mediums. 

Unless otherwise agreed in writing, Shift ONE retains ownership of all open, working, raw footage, and source files used to create the final deliverables (e.g. Premiere Pro, or other editable formats). These files form part of our internal processes and intellectual property. Should the Client request access to these open files, Shift ONE reserves the right to charge an additional fee per project to prepare, package, and release these files. 

2.5.5. Monthly Reporting (Retainer Clients Only)

For Clients on a monthly retainer, Shift ONE will prepare a monthly report outlining the work completed, performance metrics where applicable, and outcomes related to the video content. This report will be delivered and presented during the monthly management meeting. 

• Please note: Standard monthly reporting is a billable service. 
• Any custom or detailed reporting beyond our standard format will be quoted separately, based on requirements.

2.6 SERVICE LIMITATIONS AND CONSIDERATIONS 

Both parties hereby record that Shift ONE has made the Client aware of the following challenges, which may negatively impact the video and animation services being rendered, as well as the associated fees payable by the Client:

2.6.1. Actor or Speaker Performance

Shift ONE cannot be held liable for performance-related issues resulting from an actor, speaker, or representative selected and provided by the Client. Should a shoot need to be rescheduled or re-edited due to performance-related concerns, additional charges may apply.

2.6.2. Internet Downtime

In the event of major internet disruptions—whether localised or widespread, Shift ONE may experience limited or no access to video platforms, cloud editing software, or file sharing systems. This may affect timelines for editing, delivery, or review.

2.6.3. Delays in Client Feedback or Approval:

Delays in feedback, sign-off, or provision of required assets (scripts, branding, content, etc.) may impact agreed timelines. Shift ONE will not be held responsible for missed deadlines in these circumstances.

2.6.4. Faulty Call-to-Action Links

If incorrect or outdated URLs or campaign landing pages are supplied by the Client, and Shift ONE is not informed in advance, any negative outcomes or misdirected traffic will not be the responsibility of Shift ONE.

2.6.5. Outsourced or External Videographers

Where video requirements exceed Shift ONE’s internal capabilities, external videographers may be engaged. In such instances, availability, delays, or quality concerns may arise that are beyond Shift ONE’s direct control. All such partnerships and costs will be pre-approved by the Client where possible.

2.6.6. Special Equipment or Studio Rental

Where specialised gear or studio space is required and must be hired externally, any delays or issues caused by third-party suppliers are outside Shift ONE’s control. These requirements and costs will be discussed and approved by the Client in advance.

2.6.7. Weather and Location Constraints

Outdoor filming may be impacted by weather conditions or access limitations to selected locations. Shift ONE will work with the Client to reschedule where necessary, but additional charges may apply if incurred.

SECTION E: PAID MEDIA SERVICES

1.1. APPOINTMENT

By choosing Shift ONE, you are appointing us to deliver Paid Media Management services across platforms such as Meta, Google, and other designated advertising channels. These services may be provided either on a once-off project basis or as part of an ongoing monthly retainer, as agreed in writing. 

These services are provided in accordance with the terms of the main Service Agreement and should be read in conjunction with this Annexure.

1.2. DURATION

1.2.1. Retainer

Where services are delivered on a retainer basis, the agreement begins on the date of signature or written approval via email, and will be valid for an initial term of 12 (twelve) months, unless otherwise agreed in writing. 

After the Initial Period, the agreement will automatically renew for a further 12 (twelve) months, unless the Client provides written notice at least 3 (three) months prior to the end of the current term confirming they do not wish to continue.

1.2.2. Project Based

Each paid media campaign set up or short-term project will commence upon written acceptance of the approved quotation or proposal and shall conclude once the agreed deliverables have been completed and signed off. 

No services will be rendered until the Client has approved the project scope and paid the required upfront deposit.

1.3. CLIENT’S OBLIGATIONS

To ensure optimal performance and delivery of Paid Media services, the Client is required to fulfil the following obligations:

1.3.1. Timely Brief, Review & Approvals

The Client must approve all ad copy, creatives, targeting strategies, and budgets within reasonable timeframes to avoid delays. This ensures messaging accuracy and brand alignment.

1.3.2. Timely Access 

The Client agrees to provide timely access to all required platforms, including but not limited to Google Ads, Meta Business Manager, LinkedIn Campaign Manager, Google Analytics, and any others deemed necessary for campaign delivery. 

1.3.3. Performance Data and Tracking

The Client must ensure that appropriate tracking tools are in place, including Google Analytics, Google Tag Manager, Meta Pixels, and/or other relevant pixels or event tracking codes. 

The Client is responsible for ensuring their website and landing pages are properly configured to allow accurate tracking and attribution of conversions.

Shift ONE can assist at an additional cost that can be quoted for. 

In the event of tracking system failure or data loss due to circumstances outside Shift ONE’s control, performance metrics shall be estimated using the average conversion rate and average order value achieved during a comparable period prior to the tracking failure.

Any tracking reconfiguration, repairs, or updates required due to website changes, platform updates, or technical failures will be quoted separately from monthly retainer fees. For minor tracking issues, Shift ONE will attempt to resolve them within 24–48 hours, though resolution time depends on complexity and third-party platform responsiveness.

The Client agrees to promptly notify Shift ONE of any changes to website URLs, landing page modifications, broken links, tracking code alterations, or other technical changes that may impact campaign tracking and performance measurement.

Both parties agree to work cooperatively to identify and resolve tracking issues, with the Client providing necessary website access and technical support to restore full tracking functionality.

1.3.4. Minimum Commitment to Results

The Client acknowledges that paid media optimisation takes time and that campaign performance typically improves over a period of at least three (3) months. As such, the Client agrees to allow for a reasonable period of testing, three (3) months, and learning before requesting any major changes or cancellations.

1.3.5. Third Party Accounts

The Client agrees to maintain or cover the cost of any required third-party accounts, such as advertising platforms (e.g. Meta, Google Ads, Zapier, WordPress Plugins), landing page builders, analytics tools, and relevant integrations, if not provided by Shift ONE.

Alternatively, Shift ONE can assist at an additional cost that can be quoted for. 

1.4. CLIENT’S PAYMENT OBLIGATION

1.4.1. Monthly Fee (for Retainers)

The agreed monthly retainer fee is payable within 7-days of receiving an invoice from Shift ONE unless otherwise agreed to in writing. 

1.4.2. Project-Based Payment Terms

The Client agrees to pay the agreed-upon fee for services in advance, as outlined in the main agreement. Payment must be made within 7 days of receiving an invoice from Shift ONE unless otherwise agreed to in writing.

Where a 50% upfront payment is required, the client agrees to make the payment prior to work commencing. Where a payment plan has been agreed, payments must be made upfront within seven of receiving the invoice. 

Quotations may be revised at this stage if there are changes to the Client’s requirements.

1.4.3. Additional Costs

1.4.3.1. Media Budget Management

The Client is responsible for paying media spend directly to the relevant advertising platforms unless otherwise agreed. Shift ONE will manage this spend on the Client’s behalf based on the pre-approved monthly budget.

Where Shift ONEs Credit Card is to be used, please refer to the main agreement for additional details and costs involved. 

1.4.3.2. Third-Party Tool Costs

Where additional tools or software are required for ad performance (e.g. competitor tracking, dynamic creative tools, or audience segmentation platforms), the costs of these tools will be passed onto the Client with prior approval.

1.4.3.3. Overspend on Media Budgets:

While Shift ONE takes all reasonable care in managing daily and monthly media budgets, the Client acknowledges that minor overspending may occur due to platform latency or technical delays in budget pacing tools. Any accidental overspend will be for the Client’s account unless caused by gross negligence. Human error is not deemed gross negligence.

The Client acknowledges that actual spend may vary from budgeted amounts by up to 15–20% in any given period due to platform optimisation, auction dynamics, seasonal demand, and other factors beyond Shift ONE’s control.

The Client retains full responsibility for monitoring account spending through platform dashboards and setting appropriate account-level spending limits. Shift ONE will provide regular reporting but the Client is responsible for budget oversight.

Any refunds, credits, or adjustments from advertising platforms will be passed through to the Client, but Shift ONE is not responsible for securing such adjustments from platform providers.

Where inadvertent overspend occurs due to reasonable human error (not gross negligence), and the Client receives measurable business benefit proportional to or exceeding the additional spend, such overspend does not constitute actionable negligence.

1.5. SHIFT ONE’S OBLIGATIONS

As part of the Paid Media services, Shift ONE will deliver the following key functions to support the Client’s requirements:

1.5.1. Strategic Planning and Execution

If quoted for, Shift ONE will create and implement a media strategy aligned with the Client’s business objectives, using best-practice targeting, bidding, and creative testing methodologies.

1.5.2. Ad Creation and Asset Design

If quoted for, Shift ONE may design or brief creative ad assets, including static visuals, carousel images, video, and copywriting as required. If assets are to be supplied by the Client or a third party, Shift ONE will coordinate their use and placement accordingly.

1.5.3. Timeline and Delivery

We aim to launch new campaigns within 7–10 working days from receiving all required assets, access, and approvals. Complex campaigns may require more time depending on the scope. Shift ONE will communicate realistic timelines for every stage of the project and will keep the Client updated on progress.

1.5.4. Ongoing Management and Optimisation

We will continuously monitor and optimise campaigns to improve performance. This includes A/B testing, bid and budget adjustments, audience refinement, ad creative rotation, and negative keyword or audience exclusions.

1.5.5. Reporting

Performance reports will be provided monthly unless otherwise agreed, detailing key performance indicators (KPIs), campaign insights, and suggested next steps. Reports will typically include metrics such as impressions, clicks, CTR, conversions, CPA, ROAS, and recommendations.

1.5.6. Escalation Procedure

If the Client has concerns regarding campaign performance, response times, or deliverables, these must first be raised with the Account Manager in writing. If unresolved within a reasonable timeframe, the matter may be escalated to the Operations Manager and/or CEO for further resolution. We commit to acknowledging all escalations within one working day and to offering a proposed resolution path within three (3) business days.

1.6. SERVICE LIMITATIONS AND CONSIDERATIONS

The Parties acknowledge that the following factors may affect the delivery of Paid Media services and the associated fees payable by the Client:

1.6.1. Learning Phase and Algorithmic Adjustments

New campaigns go through a learning phase in which the platform’s algorithms test various targeting and creative combinations. During this period, fluctuations in performance are expected.

1.6.2. External Dependencies

Campaign results can be affected by external factors such as seasonal trends, competitor activity, ad platform changes, and the Client’s own product, pricing, or landing page quality.

1.6.3. Creative Fatigue

Ad fatigue can negatively impact performance over time. Clients should anticipate the need to refresh or rotate creative assets periodically. Shift ONE will advise when new creatives are recommended.

1.6.4. Limited Guarantees

While Shift ONE will apply all best practices to drive performance, we cannot guarantee specific results such as ROAS or lead volumes, due to factors beyond our control.

1.6.5. Disruption Risks
Platform issues (e.g. Meta ad rejections, account suspensions, or billing problems) may cause campaign interruptions. Shift ONE will assist in resolving these but cannot be held liable for lost time or opportunity.

1.6.6. Delays in Client Feedback or Approval:

Delays in feedback, sign-off, or provision of required assets may impact agreed timelines. Shift ONE will not be held responsible for missed deadlines in these circumstances.

1.6.7. Cybersecurity and Account Protection

Shift ONE commits to implementing commercially reasonable cybersecurity measures to protect client advertising accounts, but due to the evolving nature of cyber threats, no system can be guaranteed 100% secure.

The Client remains responsible for safeguarding their login credentials and maintaining appropriate internal security controls. Shift ONE is not liable for unauthorised access, hacking, data loss, or cyberattacks on third-party platforms.

In the event of an incident, we will provide reasonable support with recovery and reporting, but ultimate responsibility for preventative measures rests with the Client. 

We will not be held liable for indirect or consequential damages, including lost revenue, suspended accounts, or reputational harm.

Security is a shared responsibility, and the Client must maintain their own internal safeguards and promptly notify Shift ONE of any suspected incidents.

SECTION F: THIRD PARTY SERVICES

1. THIRD PARTY SERVICES

1.1. Use of Third Party Services

The Client hereby acknowledges that certain Services rendered by Shift ONE rely upon the use or integration of products, platforms, or tools provided by third parties (“Third Party Services”).

1.2. Third Party Terms and Limitations

The Client agrees that such Third Party Services are subject to the third party’s own terms and conditions. Shift ONE provides no warranties, guarantees, or assurances regarding the performance, availability, or reliability of Third Party Services, and shall not be held liable for any delay, failure, downtime, loss, or interruption resulting from the use of such services.

1.3. Third Party Warranties

Where a provider of Third Party Services offers its own service warranties or guarantees, it is the Client’s responsibility to determine whether these are suitable for their business objectives and risk management requirements.

1.4. Procurement and Agency Fees

Shift ONE shall procure or manage Third Party Services as an agent on behalf of the Client. A reasonable agency markup will be applied to cover administrative and coordination costs. All such markups will be communicated transparently and agreed with the Client before the service is procured.

SECTION G: GENERAL TERMS & CONDITIONS

1. AGREEMENT

By accepting any quote, proposal, or estimate from Shift ONE, you agree to be bound by our full Terms and Conditions of Service. You can view the complete Terms and Conditions on our website here: /terms-and-conditions/

2. THINGS TO NOTE

2.1. Acceptance

We consider your acceptance valid when you:

2.1.1.Sign and return a written estimate or quotation

2.1.2. Send an official order referencing our quote

2.1.3. Confirm acceptance via email

2.2. Exclusivity 

Shift ONE works with multiple clients, including competitors. If you require exclusivity regarding your competitors, please discuss this with us upfront.

2.3. Costing and Rates

2.3.1. Fees are based on the agreed quote or proposal.

2.3.2. Hourly rates may increase depending on the nature of the work and are reviewed annually.

2.3.3. Work outside standard hours (8am–5pm, Mon–Fri) is charged at overtime or weekend rates.

2.3.4. Project scope changes may affect pricing; any adjustments will be agreed upon before invoicing.

We are committed to delivering exceptional value and transparent communication throughout our partnership. For a comprehensive understanding of our contractual terms, including detailed service obligations, liabilities, and policies, please refer to your full Service Level Agreement (SLA) or visit our Terms & Conditions page.

Should you have any questions or require further clarification, our team is always available to assist you.