Standards
of service.

This SLA defines the scope of services, service levels, communication standards, and responsibilities of both parties, ensuring a clear and professional working relationship.

Oakwell Consulting Ltd provides strategic intelligence and advisory services. Services may include, without limitation:

— Market and competitive research

— Consumer and audience research

— Performance and effectiveness analysis

— Research-led strategic advisory

— Insight reporting and executive presentations

Specific services, deliverables, timelines and outputs will be detailed in an agreed proposal or engagement schedule forming part of this Agreement.

3.1 Delivery Standards — Oakwell will deliver services with reasonable skill, care and professional diligence; apply research methodologies appropriate to the agreed scope; deliver outputs that are clear, accurate and decision-ready; and use reasonable efforts to meet agreed timelines, subject to timely Client input.

3.2 Timelines — Timelines will be agreed in writing for each project or retainer. Retainer-based work will be prioritised in line with the agreed retainer scope. Delays resulting from late feedback, approvals or data provision by the Client may require timelines to be adjusted.

The Client agrees to provide timely access to required information, data and stakeholders; review and approve deliverables within agreed timeframes; ensure that all information supplied is accurate and lawful; and appoint a primary point of contact for communication and decision-making.

Each party will nominate a primary point of contact. Communication will take place via agreed channels (email, video conferencing). Progress updates will be provided at agreed intervals, particularly for retainer engagements.

Both parties agree to keep all confidential information disclosed during the engagement strictly confidential and not to disclose it to third parties without prior written consent, except where required by law. Confidential information includes business information, research data, findings, strategies and proprietary methodologies.

Each party will comply with applicable data protection and privacy laws. Where personal data is processed as part of research activities, Oakwell will take reasonable steps to ensure such data is handled securely and ethically.

8.1 Upon full payment, the Client will own the final deliverables produced specifically for them.

8.2 Oakwell retains ownership of its pre-existing materials, tools, frameworks, methodologies and know-how.

8.3 Oakwell may reuse anonymised and aggregated insights for internal purposes or thought leadership.

9.1 Fees are as set out in the relevant proposal or engagement schedule.

9.2 Invoices are payable within 30 days.

9.3 Oakwell reserves the right to suspend services in respect of overdue invoices.

Oakwell provides research and advisory services to support decision-making. Oakwell does not guarantee specific commercial outcomes, and all decisions taken based on the services remain the responsibility of the Client.

11.1 This SLA commences on the Effective Date and continues until terminated.

11.2 Either party may terminate this Agreement by giving fifteen (15) days' written notice.

11.3 Fees for services delivered up to the termination date remain payable.

To the maximum extent permitted by law, Oakwell's total liability arising under this Agreement is limited to the fees paid by the Client for the services giving rise to the claim.

Neither party shall be liable for failure or delay in performance caused by events beyond their reasonable control.

This SLA is a framework agreement and should be read alongside the relevant proposal or engagement schedule. In the event of conflict, the engagement schedule shall take precedence.