TURNAROUND SERVICE LEVEL AGREEMENT

3Play Media maintains over 98% deadline compliance. Users have the option to select faster turnaround service levels for additional fees. This Turnaround Service Level Agreement explains our turnaround guarantees and consequences of late delivery. This agreement only applies when a user complies with our Terms of Service.

3Play Media will discount overdue files to the achieved turnaround level for any file that does not use vertical caption placement and is within the duration limits. Similarly, 3Play Media may extended deadlines for files that exceed the cumulative per day limit for a particular turnaround service level.

3Play Media will use best efforts to meet the requested deadlines for files that exceed the per file duration limits and/or use vertical caption placement. However, the discount cutoff will be extended beyond the original turnaround deadline for these cases. Full details on all file limits and discounting procedures are as follows:

Per File Duration Limits

If a single file exceeds the maximum allowed duration, 3Play Media will still aim to complete the file on time, but the turnaround guarantee will not apply. Maximum allowed durations for each turnaround level are as follows:

Turnaround ServicePer File Duration LimitPer Day Cumulative Duration Limit
2 hours
2 business hours
5 minutes2 hours
Same day
8 business hours
15 minutes2 hours
Rush
1 business day
2 hours10 hours
Expedited
2 business days
2 hours20 hours
Standard
4 business days
4 hours40 hours
Extended
10 business days
4 hours40 hours

 

Deadline Adjustments for Exceeding Per Day Cumulative Limit

Standard Turnaround Files

The cumulative duration of all files submitted for Standard service cannot exceed 40 hours in a single day. In the event the total duration exceeds this limit, the deadline for any file submitted beyond this threshold will automatically be pushed back one day. This one day deadline adjustment will apply for every 40 hours of content uploaded in a single day. In order to prioritize files, please be sure to upload the highest priority files first. Duration calculations and deadline adjustments will be based on order of upload.

Example 1: 72 hours of Standard turnaround files are uploaded on Tuesday. 4 business days would normally mean a delivery of the following Monday. In this case the first 40 hours would have the Monday deadline, and the 32 overflow hours would have an assigned deadline of Tuesday (5 business days from upload).

Example 2: 132 hours of Standard turnaround files are uploaded on Tuesday. 4 business days would normally mean a delivery of the following Monday. In this case the first 40 hours would have the Monday deadline, the second 40 hours would have a deadline of Tuesday (5 business days from upload), the third 40 hours would have a deadline of Wednesday (6 business days from upload), and the remaining 12 hours would have a deadline of Thursday (7 business days from upload).

Discounts for Missed Deadlines

Within Duration Limit, No Caption Placement

If a file is shorter than the maximum allowed duration for the original turnaround level AND vertical caption placement is NOT on, then we will discount fully to the actual turnaround level we achieve, as configured.

Example: Rush service is selected for a 45 minute file without vertical caption placement, and the file is delivered 4 hours late. The price would fall back to the Expedited turnaround price.

Within Duration Limit, With Caption Placement

If a file is shorter than the maximum duration but DOES have vertical caption placement turned on, 3Play Media will receive the following leeways:

  • For 2 hour turnaround, 3Play Media will receive an extra 2 hour leeway before discounting due to the additional processing requirement of caption placement.
  • For all other turnaround selections, 3Play Media will receive an extra 8 hour leeway before discounting due to the additional processing requirement of caption placement.

Example 1: Rush service is selected for a 45 minute file with vertical caption placement on, and the file is delivered 4 hours late. The price would remain the same.

Example 2: Rush service is selected for a 45 minute file with vertical caption placement on, and the file is delivered 12 hours late. The price would fall back to the Expedited turnaround price.

Exceeds Duration Limit

3Play Media will still aim to complete the file on time, but the turnaround guarantee will not apply. No discounts will be applied for missed deadlines.

Standard and Extended Turnaround Levels

We do not automatically discount for missed Standard or Extended turnaround deadlines.