Our agreement with you

This Content Services Agreement governs ticket-based design and content updates to Client applications. It operates as a schedule to the Master Services Agreement and defines the workflow from ticket submission through design, build, staging, review, and production release.

This document is for reference. Executed copies with service-specific details (Annex B) are provided to each Client individually.

Definitions

Complete Ticket

A Ticket that meets the requirements set out below, including description, acceptance criteria, all copy and assets, brand constraints, and priority.

Content Services

The design, build, test, staging, and production-release services described in this agreement.

Design Assets

Visual materials produced by Actually as part of a Ticket, such as header images, banners, infographics, icons, or social-media graphics.

Deemed Approval

Acceptance treated as given by the Client when they do not respond within the Review Period or put a change into production use.

Included Allowance

The monthly volume of Content Services (hours, tickets, or points) set out in Annex B.

Review Period

The period within which the Client may review staged changes (default: five Working Days).

Ticket

A structured work item submitted by the Client through the agreed channel requesting a content or design update.

Service description

In scope

1. The following types of update are within Content Services:

• Copy and text changes (page content, metadata, translations)
• Imagery updates (swapping, cropping, optimisation)
• Creation of Design Assets within agreed categories (web banners, header images, simple infographics)
• Layout adjustments within the existing design system
• CMS-driven or database-driven content updates
• Minor styling tweaks consistent with existing brand guidelines
• Deployment through the staging-to-production workflow

Out of scope

2. The following require a separate SOW or Change Proposal under the MSA:

• Net-new product features or significant application logic changes
• Full brand redesign or creation of a new design system
• Copywriting strategy, marketing campaign planning, or SEO audits
• Legal review of claims or regulatory content (the Client is responsible)
• Video production, animation, or illustration beyond agreed Design Asset categories
• Work on applications not listed in Annex B

Ticket requirements

3. A Complete Ticket must include:

• A clear description of the requested change
• Acceptance criteria
• All copy and textual content in final, approved form
• All assets (images, logos, files) in usable format and resolution
• Brand constraints (if not already documented)
• Priority (High / Medium / Low)
• Desired completion date (non-binding unless expressly committed)

4. The Client warrants that all content and assets it provides are legally cleared and indemnifies Actually in respect of third-party claims arising from Client-supplied content.

Workflow

Stage 1 — Triage

5. Actually reviews the Ticket within one (1) Working Day and either confirms it is complete and begins work, or returns it as incomplete. The delivery clock does not start until the Client resubmits a Complete Ticket.

Stage 2 — Design and build

6. Design (if required): Actually produces a draft; two (2) rounds of design revision are included per Ticket. Further rounds are billable or consume additional Included Allowance.

7. Build: Actually implements the approved design and/or content change.

Stage 3 — Internal QA and staging deploy

8. Actually tests the change and deploys it to the Staging Environment. The Client receives a notification with a link and brief release notes.

Stage 4 — Client review (optional)

9. The Client may opt in to a staging review. If they do, the Review Period is five (5) Working Days from the staging notification (or as stated in Annex B). During the Review Period the Client may:

• Approve the change
• Request corrections where the staged output does not meet the acceptance criteria (at no additional charge)
• Request scope changes — treated as a new Ticket or Change Request

10. If the Client does not opt in, the workflow proceeds directly to production.

Stage 5 — Production release

11. After written approval, Deemed Approval, or where the Client did not opt in to review, Actually deploys the change to production. Production deploys are subject to any change-window and Incident-freeze provisions in the Support and Maintenance Agreement if in place.

Delivery targets

12. Unless a Ticket is expressly marked as a committed deadline and accepted by Actually in writing, delivery dates are targets:

• High priority: 3–5 Working Days from Complete Ticket
• Medium priority: 5–10 Working Days
• Low priority: 10–15 Working Days

13. These are not application availability commitments. Uptime and incident response are governed by the Support and Maintenance Agreement.

Acceptance

14. Acceptance is assessed against the acceptance criteria in the Ticket. A Defect (non-conformance) is remedied at no additional charge. Requests beyond the agreed criteria constitute a new Ticket.

15. Deemed Approval: If the Client opted in to review and does not respond within the Review Period, or puts the change into production use, the Deliverable is deemed accepted.

Revisions

16. Two (2) rounds of design revision are included per Ticket. Further rounds are billable at the overage rate or consume Included Allowance.

Client responsibilities

17. The Client shall:

• Submit Tickets through the agreed channel
• Provide Complete Tickets per the requirements above
• Respond to clarification requests within two (2) Working Days
• Conduct staging reviews within the Review Period if opted in
• Maintain an up-to-date brand guide accessible to Actually

18. Delivery targets are paused while the Ticket is incomplete, clarification is outstanding, a required Client asset or approval is missing, or the Client's account is suspended for non-payment.

Intellectual property

19. Ownership of content and Design Assets created for the Client transfers on payment, consistent with the MSA. Actually retains pre-existing templates, component libraries, and tools, with a perpetual licence to the Client for use as embedded in Deliverables.

20. Where Actually sources stock assets, appropriate licences are procured and the cost is recharged unless included in the Monthly Content Fee.

Fees

21. The Client pays a Monthly Content Fee as set out in Annex B, which includes the Included Allowance. Overage is billed at the rate in Annex B. Unused allowance does not roll over unless Annex B states otherwise.

Coordination with other agreements

22. If the Client has a Support and Maintenance Agreement: production deploys follow change-management provisions; Incident freezes may defer content releases; Incident resolution takes priority.

23. If a Ticket exceeds Content Services scope, it is handled as a Change Request or new SOW under the MSA.

Confidentiality and embargoes

24. Confidentiality is governed by the MSA. For embargoed launches, Actually shall treat content as Confidential Information until the embargo date and limit access to personnel performing the work.

Liability

25. The MSA liability cap applies. The Client is responsible for the accuracy, legality, and regulatory compliance of all content it provides.

Term and termination

26. This agreement runs for an initial three (3)-month term, then auto-renews monthly unless either party gives not less than thirty (30) days' notice.

27. On termination: open Tickets are either completed and billed or abandoned; all outstanding fees are payable; paid-for Deliverables remain the Client's property.

General

28. Where this agreement is silent, the MSA applies. Governing law and jurisdiction are as per the MSA.

Contact information

29. If you have any questions, please contact us:

• Email: team@actually.tech
• Registered Address: We Love Micro Ltd, Unit 6, The Lodge, 120b Lower Road, SE16 2UB, United Kingdom
• Company Number: 09957089

Last updated: April 2026