A short guide to what to expect from us and what we need from you - response times, change windows, escalation paths, monthly billing cadence, and the access we'll ask for to make your campaigns perform. Written so you don't have to ask.
The basics of when we're available, how we communicate, and how decisions get made.
What we commit to within business hours. The SLA clock starts when we have a complete brief and approved creative - if either is missing, the clock pauses until the gap is closed.
4 business days from receipt of a complete brief and all access. Includes account creation, tracking implementation, and first campaign launch.
3 business days from receipt of a complete brief - foundations are already in place, so we move faster on builds for existing accounts.
3 business days for non-urgent (Standard) requests. Urgent requests can be expedited where capacity allows, with an urgency surcharge agreed up front.
You get a single-page monthly performance report (narrative plus key metrics: spend, conversions, CPA, channel mix, what we changed in the period). It is delivered by the fifth business day (BD5) of the following calendar month. Your first report covers your first full calendar month: if you go live in the first half of a month (1st to 15th) you get a standalone report at BD5 of the next month; if you go live on the 16th or later, that part-month rolls into the first full month as one combined first report. There is no mid-month pulse-check report - the opt-in live dashboard is the answer for visibility between reports. A sample report is included below so you know what to expect.
A clear two-track model so you know exactly what you approve and what AI adapts on top of it.
Track 1 - The approved creative platform. Brandform's creative team produces the brand-aligned templates and master assets for your engagement (or, where Brandform is not engaged for creative, you supply them). You approve the platform - the proposition, hero imagery, key messages, brand voice. This is the gate.
Track 2 - AI adaptation and extension. Once the platform is approved, AI adapts and extends those templates for optimal reach and performance across the planned channels - format variants, audience-specific tone, location and life-stage tailoring. You do not approve every permutation; you approve the platform that governs them.
Right to flag. If any specific AI-compiled execution does not feel brand-aligned, flag it. We remove within one business day of written escalation.
Sample animated AI creative examples - placeholder; live examples to follow in the next handbook update.
A real-shaped example of what your monthly report looks like so you can set expectations with internal stakeholders.
Sample one-page report - placeholder; a live sample will be embedded here in the next handbook update following the 2026-05-20 close-out.
Search, technical SEO, and Answer Engine Optimisation (AI/LLM answer surfaces) on the same properties we run paid media for.
Where you need search engine optimisation, technical SEO, or AEO for the developments in scope, Brandform offers a tiered add-on so the work aligns with the site and the media approach we already manage. External SEO/AEO providers are not engaged for these properties without Brandform's prior written agreement (a written-consent carve-out covers pre-existing specialists).
Tiered monthly fees plus a tiered onboarding fee: $2,500 (Foundation) / $3,500 (Growth) / $4,500 (Max - includes AEO baseline) to start, depending on the engagement tier. See the pricing page for the three tiers and full scope.
A few guard-rails to protect campaign spend during periods when monitoring is reduced.
New builds do not launch after 12:00 AWST on Thursday (last build slot of the week), on Fridays, weekends, or observed public holidays. Structural changes are not made after 15:00 AWST on any day. This protects your spend from going live just as active monitoring is winding down for the day or week.
A waiver carve-out is available for clearly low-risk builds where you sign off in writing - happy to expedite when the situation genuinely calls for it.
A simple shared model so we both know how serious something is and what response to expect.
Account suspended, runaway spend, all campaigns offline, payment processing hard-fail. We respond on best efforts including out-of-hours - no surcharge. You can reach the senior escalation contact directly.
Single campaign offline, pixel offline, CAPI failing on a live campaign, significant tracking gap, ad disapproval blocking a key creative, budget pacing badly off. Acknowledged within 4 business hours, with a resolution path agreed the same business day.
Optimisation requests, creative swaps, copy tweaks, audience refinements, small budget reallocations. Handled within the standard 3-business-day response window.
When invoices arrive, what's on them, when payment is due, and what happens if a query comes up.
A short list of access and inputs that make the engagement run smoothly. Most of this is covered at kick-off.
What we measure, what you'll see, and what we'll ask you to keep an eye on.
Every client gets a monthly performance report covering spend, conversions, CPA, and channel mix, plus a short narrative on what changed and what's planned for the next period. The report is the single source of truth for performance and arrives by the fifth business day (BD5) of each month alongside the invoice for the period just completed.
A live always-on performance dashboard is available as an opt-in add-on for clients who want continuous visibility between reports - same data, refreshed daily, accessible any time, delivered in addition to the monthly report. The standard engagement uses the monthly report only; the dashboard is licensed separately.
We require conversion tracking sign-off before any campaign goes live - both sides need to agree what we're optimising towards. Enhanced Conversions (Google Ads) is included in the standard setup - it supplements the in-page tag with hashed first-party signals and typically recovers 15-25% of otherwise-attributed conversions. Conversions API (Meta) and server-side tagging are not part of the standard setup; they are scoped as an add-on when the measurement context calls for them (high-spend programmes, signal loss is a real problem, or compliance requires it).
Where you have a CRM, periodic offline conversion uploads (sales, deals, settled outcomes) close the loop between ad click and revenue. We'll set this up with you if it's not already in place.
A short note on ownership so there's no ambiguity later.
While the engagement is active, your ad platform accounts sit under our agency manager structure (Google Ads MCC and Meta Business Portfolio) so we can run campaigns, manage billing, and apply changes without administrative friction. You retain full ownership of all campaign data, audience data, conversion data, and performance history at all times - the manager structure is purely operational, not a claim on your data.
At any time during the engagement, on request, we will grant you full access to the underlying ad accounts and provide complete data exports (campaigns, audiences, conversions, performance history) in a portable format. No gatekeeping, no notice period required for data access. (Termination of the engagement itself requires 10 business days written notice as set out in the MSA.)
On termination, the same rule applies in full - full access to everything and a clean handover within 10 business days of the termination effective date, including the option to migrate the accounts out of our manager structure into your own. Nothing withheld or deleted.
Self-serve tools to help you scope a campaign before we build it.
Plan the marketing line of an off-the-plan apartment development. GRV, pre-sales target, sales flighting, channel mix, Performance Tier, total go-to-market spend, and projected annual leads through to settled sales. Indicative figures only; replace defaults with your actual project economics for a real proposal.
Scope a 2 to 12 week campaign and produce a Campaign Plan Agreement for electronic acceptance. The Campaign Plan Agreement supersedes the need for a purchase order under our Master Services Agreement - one signature for the MSA, one acceptance per campaign.
A preview of what happens behind the scenes when we run performance optimisation on your campaign. Brandform creative sets the platform; AI adapts and extends it across every format, channel, and audience the media plan calls for. Includes a live playground and the flag-and-remove flow.