Operating Procedure

The engagement, step by step.

What happens, in what order, and what you receive at each stage.

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Operating model

The steps

01
Discovery
30–60 minutes. Product walkthrough, current ticket volume, CSAT, premium-tier metrics, helpdesk and tooling. Read-only access to your queue if you are willing; it makes the plan better.
02
Operating plan
Within 5 business days: squads, shifts, severity model, SLAs, KPIs, escalation matrix, data and QA scope if relevant, and the pricing model applied to your numbers. Yours whether or not you proceed.
03
MSA and Data Processing Agreement
Signed once. IP in all work product vests in you; confidentiality both ways; we do not use your name or logo in our marketing; named-competitor exclusivity on request; termination for convenience on 15 days' notice by you, 30 by us; liability cap and carve-outs as standard.
04
Statements of Work
One per service line, each with scope, deliverables, acceptance criteria, SLAs, fees and payment terms. Add, pause or remove lines on 15 days' notice without touching the MSA.
05
Certification
Team leads trained by you over 3 business days; engineers certified by team leads; nobody handles a customer before passing. Background checks, undertakings and device provisioning complete before access.
06
Go-live
Day 10 baseline capacity. Weekly operations sync Monday 10:00 ET; monthly performance review by the 3rd business day; quarterly business review.
07
Cadence
Evaluation data continuous; RLHF records within 2 business days of closure; kits and scenarios per backlog; capacity re-forecast every 30–60 days with increases within 15 days.

Overview

Change control

Anything outside a SOW is a change order, scoped and priced before work starts. Schema changes on 15 days' notice. Re-prioritisation of backlogs on 5 business days' notice.

Capabilities