Submitting a brief initiates an internal review by Operations & Client Services within our standard working hours. We evaluate your requirements across our departments, clarify any gaps, and deliver a formal quote within 48 hours of receiving complete information.
1. Initial triage and routing
When your brief arrives, it is logged and assigned by Operations & Client Services. Our studio working hours are Monday to Thursday, 09:00 to 17:00 GMT. Briefs submitted outside these hours—including over the weekend—enter the queue for review on Monday morning.
Our target response time for initial review is within 24 hours of submission. During this stage, an operator checks your brief against the production capacities of our three departments: Creative, Technology, and Operations & Client Services. Standard deliverables are matched directly against our structured offerings, which are priced on the packages page. Bespoke projects requiring tailored architecture, multidisciplinary workflows, or custom creative direction are routed to department leads for scoping.
2. Clarifications and completeness check
A brief cannot proceed to formal estimation until it is deemed complete. If critical operational parameters are omitted, your assigned lead will contact you via the Ask Xylo chat on this portal to collect the missing information.
To consider a brief complete, the studio requires:
- Stated commercial or creative objectives.
- Precise functional specifications or expected asset formats.
- Fixed deadlines or external milestone dates, if applicable.
- Access to prerequisite assets, brand toolkits, or existing codebases.
- Any referral or ambassador details.
If you were referred to Xylora Studios, this must be declared at the point of submission. Referred clients typically receive 10% to 30% off, which must be confirmed in writing on the quote. The referrer receives their commission via the ambassador programme once production is confirmed. Discounts cannot be applied retrospectively after quote issuance.
3. Quote issuance and production scheduling
Once the brief is verified as complete, bespoke quotes are generated within 48 hours. If the work matches a predefined package, pricing and inclusions follow the packages page directly.
The quote details:
- The exact schedule of deliverables divided by department (Creative and Technology).
- Expected production phases, review checkpoints, and delivery windows.
- Invoicing schedule, deposit requirement, and confirmed referral adjustments.
Quotes remain open for acceptance for a specified term. To proceed, accept the quote directly through the portal.
4. Deposit, onboarding, and project kickoff
Following quote acceptance, Operations & Client Services issues the opening deposit invoice. Work is booked into the production calendar only after this invoice is settled.
Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site. Ensure your project timeline, internal stakeholder alignment, and asset readiness are confirmed before making payment.
Alongside payment, complete onboarding requires that you upload all required third-party credentials, source assets, and technical documentation via the Ask Xylo chat. Once cleared, we issue a production schedule and the project moves into active production.
Common delays and failure states
Briefs commonly stall during the following scenarios:
- Missing baseline materials: If raw assets, brand guidelines, or environment credentials are required to evaluate technical complexity, the 48-hour quote target does not begin until those files are supplied.
- Out-of-hours submissions: Our studio does not operate from Friday through Sunday. A brief submitted on Thursday at 16:30 GMT will receive its initial review by Monday afternoon.
- Ambiguous project boundaries: Briefs specifying open-ended or variable deliverables must undergo scoping calls or phased drafting before a bespoke quote can be calculated.
- Late referral declarations: Claiming a referral code after an invoice has already been issued delays the onboarding queue while commercial terms are amended and reissued.
Post-submission checklist
Before logging off, ensure your submission meets these operational prerequisites:
- The brief was submitted with clear requirements rather than placeholders.
- You have accounted for our Monday to Thursday, 09:00-17:00 GMT operating window.
- Any referral details are logged for inclusion in the formal quote.
- All necessary source files, credentials, and references are ready to attach.
- You monitor the Ask Xylo chat on this portal for follow-up questions from the studio.