Engagement Terms

A short note on how we work. These are not contract terms; they are the standing expectations we bring to every engagement, written down so clients know what to count on before they sign.

1. Scope

   Scope is agreed in writing before work begins. Project engagements have a defined deliverable and a target end date. Retainers have a named engineer and a set number of monthly hours. Advisory work is billed hourly with a short written summary of each session.

2. Communication

   We answer the phone. When we do not, we return the call the same business day. Email is answered during business hours. For active engagements we work in whichever shared channel the client already uses. No project portal with its own password.

3. Availability

   Business hours are Monday through Friday, 09:00 to 17:00 Eastern. After-hours support is available on retainer. Emergency cutover windows are scheduled in advance.

4. Records

   We keep a written record of every engagement: scope, decisions, and outcomes. The client receives a copy of all engagement records at close. Documentation is delivered in plain formats that do not require our tooling to read.

5. Escalation

   Any concern about the work or the relationship goes directly to the partner on the engagement. There is no account manager in the middle. Partners are reachable on the main office line listed on Sheet 7.

6. Continuity

   Work is never held hostage to tooling. At the end of any engagement, the client owns their configuration, their documentation, and any automation we built. We hand over credentials, transfer admin roles, and keep our copy of the key material only as long as needed for support.