Rembrand conducts frequent human quality control checks on our AI model's output. Below is Rembrand's current SLA (service level agreement) which will be expedited over the coming months as the AI model improves. If you require faster turnaround times, please let us know and we will make every effort to accommodate your needs.
Rembrand currently guarantees a turnaround time of 24 business hours when videos are submitted within business hours (Monday through Friday, 8:00am to 5:00pm PST). This SLA does not apply to your first video with Rembrand; we request a 72 business hour period to process and confirm success with Creators on the type of content you produce, the type of project file uploaded, the available space for product placement, etc.
NOTE: This turnaround time is longer for 4K videos, especially large 4K ProRes project files. Let your Rembrand point of contact know if you will be submitting videos in 4K and they can discuss an appropriate SLA given the file size.
For standard video uploads received outside of business hours, the next available business hour will be considered as the upload time. This means that if you submit a request after regular business hours or on a weekend, Rembrand will process it at the start of the next business day.
If a creator wants to ensure a video will be returned to them before the weekend, the video needs to be uploaded before 4:59pm PST on Thursday. Rembrand will then return the video by 4:59pm PST on Friday.
Additional SLA Examples for non-4K video:
Video uploaded at 8:00am PST on Monday = Video returned by 8:00am PST on Tuesday
Video uploaded at 7:00pm PST on Monday = Video returned by 8:00am PST on Wednesday
Video uploaded at 8:00am PST on Friday = Video returned by 8:00am PST on Monday
Video uploaded at 5:01pm PST on Friday = Video returned by 8:00am PST on Tuesday
(This is the longest possible SLA. The video was uploaded after close of business Friday, therefore starting the 24-business-hour processing period on Monday morning.)
If you have any questions about our SLA or need further clarification, please don't hesitate to contact us.