Service Level Agreement

IMPORTANT — NOT LEGAL ADVICE

We Get Around Network (WGAN) is not a law firm and does not provide legal advice. This document is a sample template provided as a thought-starter for WGAN members and the broader 3D tour and real-estate-photography community. You should consult a licensed attorney in your jurisdiction before signing, modifying, or relying on this agreement for any commercial purpose.

SERVICE LEVEL AGREEMENT

Photography & 3D-tour service levels for recurring clients

2026 Master Template · U.S. General — adapt to your state

WHEN TO USE THIS FORM

Use this SLA alongside a Long-Form Real Estate Photography Contract (WGAN-2026-FORM-REC-003) or master Photography Services Agreement (PLA-001) for recurring clients — brokerages, builders, property managers — where defined turnaround, availability, and quality metrics matter. The SLA does not stand alone; it amends an underlying agreement.

This Service Level Agreement (this “SLA”) is entered into and effective as of [EFFECTIVE DATE] by and between [PHOTOGRAPHER LEGAL NAME] (the “Photographer”) and [CLIENT LEGAL NAME] (the “Client”). This SLA amends and supplements the [UNDERLYING AGREEMENT REFERENCE] (the “Underlying Agreement”).

1. Service Levels

1.1 Definitions:

• “Capture Date” — the date a Service Order is scheduled.
• “Delivery Window” — time from capture to first deliverable handover.
• “Re-shoot Window” — time from delivery to written Client quality complaint.
• “Hosted Tour Uptime” — % of 30-day rolling period the hosted tour is reachable via its public URL, excluding scheduled maintenance and third-party platform outages.
• “Support Response Window” — time from Client written support request (email or ticket) to first substantive Photographer reply during business hours.

1.2 SLA Targets

Metric

Target

Credit on Miss

Delivery Window — standard

≤ 48 hours from capture

10% of Service-Order fee

Delivery Window — rush (if elected)

Same business day

25% of Service-Order fee

Re-shoot at no charge

Within 14 days of delivery on quality complaint

—

Hosted Tour Uptime

≥ 99% (30-day rolling)

…