1. Definition: “Request” (Task Unit):
A “request” is a single, clearly defined deliverable (e.g., one banner set, one landing page section, one deck cleanup). If a request is large, multi-part, or requires multiple deliverables, Orra may split it into multiple requests to maintain clarity, turnaround SLAs, and approval traceability.
2. Definition: “Active Request”:
An “active request” is any request currently in In Progress, Review, or Revisions status. Requests in Backlog/Queued are not counted as active.
3. Revision Policy (What Counts as a Revision):
Revisions are unlimited; however, revisions must remain within the originally approved scope of the request. Changes that introduce a new direction, new deliverable format, or new concept may be treated as a new request.
4. Intake Readiness Rule (SLA Starts After Inputs Are Complete):
Turnaround timers begin only when a request includes all required inputs, including: brief details, copy/content, selected brand kit, references, and any mandatory assets. If required inputs are missing, the request is moved to Blocked / Awaiting Client Input, and the SLA timer remains paused until inputs are complete.
5. Turnaround Disclaimer (Scope-Safe):
The 24–48 hour turnaround applies to standard requests. Complex requests may require additional time; in such cases, an estimated delivery timeline (ETA) must be displayed and confirmed at intake.
6. Queue & Priority Behavior (Backlog Ordering):
Clients may submit unlimited queued requests and reorder priorities within the backlog. Requests are moved into “Active” status based on:
7. Communication Boundary Rule (Single Source of Truth):
All communication, feedback, approvals, and file-sharing for a request must occur within the Orra dashboard task thread to ensure traceability, version control, and auditability.
8. “Completed” and “Reopen” Rule
A request is marked Completed only after final deliverables are shared, and the client confirms approval. If a completed request is reopened after a defined period (e.g., 7–14 days) or the client requests a new direction, it may be treated as a new request.
9. Brand Kit Rule (Mandatory for Brand Safety):
Every request must be linked to a brand profile/brand kit (or “General”) to ensure consistent design output. Brand kit setup is mandatory; if a brand kit is not completed, the system should prevent request submission until the required brand information is provided.
10. Deliverables & Source Files Rule:
Final exports are provided for every approved request. Source files (Figma/AI/PSD) are provided where applicable, unless restricted due to licensed third-party assets. Any third-party licensing requirements (fonts, stock images, plugins, templates) remain the client’s responsibility unless explicitly purchased as an add-on.
11. No-Code Development Scope Rule (Orra Apex / Orra Enterprise):
For Webflow/Framer requests, Orra will define supported deliverables clearly (e.g., section builds, page builds, responsive implementation). Complex integrations, custom code, or third-party platform constraints may require either:
A longer ETA, and/or
An add-on/custom quote
12. Fair Use Policy (Service Governance):
Orra operates under a fair-use policy to maintain quality and turnaround standards across all customers. Excessive fragmentation of requests (e.g., high volumes of micro-requests) or misuse may require request consolidation, workflow adjustments, or plan upgrade recommendations.
13. Business Days Definition:
Turnaround commitments apply to Monday–Friday, excluding public holidays. This must be clearly displayed in plan details and reflected consistently within the dashboard SLA indicators.
