This page describes how we support you. Its commitments describe how we work; they are not guaranteed service levels unless we agree specific service levels with you in writing. Capitalised terms have the meaning given in our Terms and Conditions. In case of conflict, the Terms and Conditions prevail.

Support channels

• My NWW (my.newwaywork.nl): submit and follow Requests, see your Balance and the Points charged per Request, and download your Deliverables.

• Chat (chat.nww.agency): our Mattermost environment for day-to-day communication with your Editor, such as questions about a Request in progress.

• Review Environment: timecoded feedback on the versions we deliver.

• Email (info@newwaywork.nl): contracts, invoices, cancellation, complaints, privacy and security questions, and anything else that is not about a specific Request.

• Calls: introductory calls are booked through our scheduling page and held on Google Meet. A Team plan is arranged in a call.

Formal notices, such as a cancellation, a notice of default or a termination, must be sent by email to info@newwaywork.nl. A message in Chat is not enough for these.

How a Request flows

• You submit a Request in My NWW with a complete Brief.

• You make the Source Material available through one of our workflows: a Blackmagic Cloud project library in Proxy Only mode, an upload of up to 20 GB per project, or the optional Mac mini at your office.

• Before work starts, we confirm the scope and the number of Points in writing, in My NWW or in Chat. The confirmed estimate is what we charge.

• We agree a schedule for the Request with you.

• Your Editor delivers a version for review, and you give one consolidated set of feedback within 5 Working Days. Each Delivery includes two Feedback Rounds within the agreed Brief. In the first 12 months of your Plan, extra Feedback Rounds, additional aspect ratios and reframing are included at no extra Points.

• After approval, you receive the final Deliverables. In the Blackmagic Cloud workflow, you render the final version from your original footage. In the Mac mini option, our Editors render the finals and leave them in a folder for you.

Time zones and working hours

• Our Editors work on Lombok, Indonesia (UTC+8), six or seven hours ahead of the Netherlands depending on daylight saving time. The founder, who handles sales and direction, is based in the Netherlands.

• Because of the time difference, work can progress during European night hours. This is a benefit of our setup, not a guarantee of speed.

• Client support is available on Working Days, Monday to Friday. We agree the schedule and delivery dates for each Request with you; this does not imply a fixed daily shift pattern for every Editor.

• Public holidays in Indonesia may affect our schedule. We take them into account when we agree a schedule with you.

Turnaround

• We do not guarantee fixed turnaround times. Turnaround depends on your Plan, the scope of the Request and our planning.

• Turnaround starts once the Brief is complete, we have confirmed the Request and the Source Material is complete and accessible in the agreed folder structure.

• Dates we agree are planning targets. A date is only a strict deadline if we explicitly agree it as such in writing for a specific Request.

• Your Monthly Budget is capacity for the month. Requests submitted at the same time are not necessarily delivered at the same time; we may spread them over the month in consultation with you.

Rush requests

If you need something faster than usual, discuss it with us in Chat or by email before you submit the Request. We tell you whether we can fit it in and how it affects the schedule of your other Requests. A rush date only becomes a strict deadline if we agree it as such in writing.

What you can expect from us

• A written confirmation of scope and Points before any work starts, and a notice when a Request needs more Points than your Balance.

• A schedule agreed per Request.

• A human Editor who makes and reviews every creative decision.

• A first response to Chat messages and emails within one Working Day, Monday to Friday. This is the time for our initial response, not a promise to resolve the issue or deliver the edit within that time.

• On request, help with render settings within reason, and a list of the fonts, plug-ins or other assets a timeline needs to render correctly.

• In the Blackmagic Cloud and Mac mini workflows, your original footage stays with you. Footage you upload to us is deleted after Delivery, as described in our Data Retention Policy.

• Information as soon as reasonably possible if force majeure affects our work, and notification without undue delay of a personal data breach affecting your data, as set out in our Data Processing Agreement.

Maintenance and outages

• We carry out a weekly maintenance and update round of our servers and tools. If planned maintenance may interrupt My NWW, Chat or the Review Environment, we give advance notice where reasonably possible. Urgent security work may require shorter notice.

• If My NWW, Chat or the Review Environment is unexpectedly unavailable, we inform you via Chat or email, whichever still works, and we work to restore the service as quickly as reasonably possible.

• During an outage of My NWW or Chat, you can reach us at info@newwaywork.nl.

• We do not offer a guaranteed uptime percentage. If an outage delays work, we agree adjusted dates with you.

• Blackmagic Cloud, DaVinci Resolve, your internet connection and your own systems are not under our control, and outages there are outside our responsibility.

What we need from you

• A complete Brief before we confirm a Request.

• Complete Source Material in the agreed folder structure, with stable access. Keep the project library shared and syncing and your originals online until the final render is done, or keep the Mac mini switched on and connected.

• Valid licences for the software, fonts, plug-ins, music and stock material you use or ask us to use.

• One contact person who consolidates feedback and gives it within 5 Working Days, in a concrete and actionable way.

• Confidential login details, and multi-factor authentication where we offer it.

• Your own backups of all Source Material and Deliverables.

Delays on your side, such as late Source Material or late feedback, move the schedule by at least the same period.