Product
What services are we as CP’s not allowed to offer with our 5% added value?
Managed services
How do you order a GIF?
By requesting it in the additional notes section of the brief
Who can approve the use of 3D or AR videos in a new subscription?
Kirsty
How much time does a special request add to production turnaround time?
4 days
Where can you find our most commonly asked questions?
On our support site: support.shuttlerock.com
What is an identifying factor that shows a new brand profile is needed?
A distinctive set of brand guidelines
How can you modify an already approved project?
By creating a new project and re-briefing it
How long after a subscription ends can a client access their SRC account to download final videos?
The client has until the last day of their subscription to download creative from the SRC because the day their subscription ends, they lose all access
How is a custom file size requested?
It is called out in the brief
How long does the internal process take to approve an Instant Experience creative?
24 hours
What is the only circumstance that we would allow clients to switch out brand profiles without any objection?
An agency loses a client
How are idea pins ordered?
Each pin card must be created as an additional deliverable in the brief
How far in advance does a client need to let us know that they do not wish to renew their subscription once it’s coming to an end?
30 days
Where do you find the Creative Request Form and who approves/denies them?
The intranet is where you find the form and the SR Production team must approve all requests
Are bitrate, copy, and format variations all included in the standard subscriptions?
No, just copy and format variations are included
What are the two reasons why clients wouldn’t get access to the 90-day trial period?
If they are renewing their subscription or if they previously opted-out and later wants to purchase another subscription
Can a client’s design team edit the video or image we made for them?
No
Where do the designer's source font from in none is provided?
From Adobe and Google font libraries
In what situation are we able to extract voiceover from a video?
When there is no other audio in the background, voiceover can be extracted
There is only one type of creative that allows the input assets to be .obj files, what is it?
3D models
In what situation would we allow an enterprise client to transfer deliverables between brands?
During quarterly business reviews
Name at least 2 of the 4 reasons that we don’t provide working files
The proprietary process, IP involved, music rights, and vector files rights
Where can a client find their HTML creative?
G-Drive link
What is a slated deliverable treated as?
A variation
When will we create audio cue sheets?
If it was within the SLA of enterprise accounts