Service Level Agreement

Last updated: January 2025

1. Overview

This Service Level Agreement (SLA) outlines our commitment to providing high-quality, timely services to all Thread House Design customers. This agreement defines turnaround times, quality standards, communication protocols, and remedies if we fail to meet our commitments.

2. Service Turnaround Times

2.1 Embroidery Digitizing

  • Standard Service: 3-4 hours from receipt of artwork
  • Rush Service (24/7): 1-2 hours for additional fee
  • Complex Designs: 6-12 hours (communicated upon order review)

2.2 Vector Conversion

  • Simple Logos: 3-4 hours
  • Complex Artwork: 6-12 hours
  • Rush Service: 1-2 hours for additional fee

2.3 Custom Patches

  • Digital Mockup: 1-2 business days after order placement
  • Production Time: 7-10 business days after mockup approval
  • Shipping Time: 3-5 business days (standard shipping)
  • Rush Production: 3-5 business days for additional fee

2.4 Web Development

  • Simple Website: 2-3 weeks
  • Medium Complexity: 4-6 weeks
  • Complex Projects: Timeline agreed upon in project contract

2.5 Brand Design

  • Logo Design: Initial concepts within 5-7 business days
  • Complete Brand Identity: 2-4 weeks depending on scope
  • Revisions: 2-3 business days per round

3. Quality Standards

3.1 Embroidery Digitizing

All digitized files will:

  • Be optimized for the specified fabric type
  • Include proper underlay for stability
  • Have correct stitch direction and density
  • Run smoothly on commercial embroidery machines
  • Match the artwork as closely as technically possible

3.2 Vector Conversion

All vector files will:

  • Have clean, smooth paths with minimal anchor points
  • Accurately reproduce the original artwork
  • Include properly organized layers
  • Be provided in requested formats (AI, EPS, PDF, SVG, CDR)
  • Scale to any size without quality loss

3.3 Custom Patches

All patches will:

  • Match the approved mockup for design and colors
  • Have clean, consistent stitching
  • Include the specified backing type
  • Be free from manufacturing defects
  • Meet industry quality standards

4. Communication Standards

4.1 Order Acknowledgment

You will receive confirmation of your order within 1 hour during business hours (Mon-Fri 9AM-6PM EST).

4.2 Response Times

  • Email Inquiries: Response within 4 hours during business hours
  • Urgent Issues: Immediate response during business hours
  • Revision Requests: Acknowledgment within 2 hours
  • After-Hours: Next business day response

4.3 Progress Updates

For web development and larger projects, you will receive:

  • Weekly progress updates
  • Notification when milestones are completed
  • Immediate notification of any delays or issues

5. Revision Policy

5.1 Unlimited Free Revisions

Embroidery digitizing and vector conversion orders include unlimited free revisions until you are satisfied with the result.

5.2 Revision Turnaround

  • Minor Revisions: 1-2 hours
  • Major Revisions: 3-4 hours

6. File Delivery

6.1 Delivery Method

  • Files delivered via secure email or file transfer link
  • Download links valid for 30 days
  • Files archived for 1 year for free re-delivery if needed

6.2 File Formats

We provide files in all commonly used formats for each service type at no extra charge.

7. Service Availability

7.1 Business Hours

  • Monday - Friday: 9:00 AM - 6:00 PM EST
  • Saturday: 10:00 AM - 4:00 PM EST
  • Sunday: Closed (emergency rush orders available by request)

7.2 Rush Service

Rush service is available 24/7 for digitizing and vector services with appropriate rush fees.

8. Service Guarantees

8.1 Quality Guarantee

If delivered files do not meet the quality standards outlined in this SLA, we will:

  • Revise the files at no charge until standards are met
  • Provide a full refund if quality cannot be achieved

8.2 Turnaround Guarantee

If we fail to meet the stated turnaround time (excluding delays caused by incomplete information or customer revisions):

  • You will receive a 10% discount on your order
  • Additional 5% discount for each additional hour of delay (up to 50% total)

9. Customer Responsibilities

To ensure we can meet our service commitments, customers must:

  • Provide clear, high-resolution artwork when possible
  • Specify fabric type, size, and format requirements upfront
  • Respond to questions or revision requests within 24 hours
  • Approve final designs before production (for patches)
  • Review deliverables promptly and report any issues within 7 days

10. Exclusions & Limitations

This SLA does not apply in cases of:

  • Force majeure events (natural disasters, power outages, etc.)
  • Delays caused by customer-provided incomplete information
  • Artwork that requires significant cleanup or redrawing (additional time will be communicated)
  • Third-party service failures (shipping delays, server outages, etc.)

11. Dispute Resolution

If you believe we have not met our SLA commitments:

  1. Contact us immediately at info@threadhousedesign.com
  2. Provide specific details about the service issue
  3. We will investigate and respond within 24 hours
  4. Remedies will be applied as outlined in this agreement

12. Changes to This SLA

We reserve the right to update this Service Level Agreement. Significant changes will be communicated to active customers via email. The current version will always be available on our website.

13. Contact Information

For questions about our Service Level Agreement: