1. Written scope
Fixed-scope services are defined by the service page and order confirmation. Custom work is defined by a quotation, Statement of Work or service agreement. The written scope identifies the deliverables, one-time or monthly billing cadence, price, assumptions, exclusions, customer requirements, provider costs, schedule, post-delivery support and acceptance method.
2. Project start and available capacity
A project is scheduled after required payment or deposit, acceptance of applicable terms, identity or authority checks where required, and receipt of the access, content, data, licences and decisions needed to begin. A payment date alone is not necessarily the project start date. We confirm a start window based on current delivery capacity and do not represent that every project begins immediately.
3. Customer inputs
The customer must provide accurate information, authorized access and timely feedback. Passwords or secrets must be shared through an approved method. Customer delays, unavailable systems, incomplete data or changing requirements may move the schedule.
4. Delivery estimates
Published timeframes are good-faith estimates based on the stated scope. Provider outages, vendor approvals, DNS propagation, data volume, legacy-system condition, security incidents, third-party changes, customer delays and force-majeure events can affect delivery. We communicate material changes when identified.
5. Changes in scope
Requests outside the written scope require evaluation. We may provide a change order, additional quotation or revised schedule. We do not assume that additional work is included because it is related to the original project.
6. Communication
We use the authorized business contact and agreed channels for instructions, approvals and status. Customers are responsible for keeping contact information current and ensuring decision-makers are available.
7. Review and acceptance
At an agreed milestone or final delivery, the customer must review the work and report material in-scope issues within the review period stated in the project document, or within five business days if no period is stated. We will investigate reproducible in-scope issues and correct them where required. New requests are handled as scope changes.
8. Handover and account ownership
Handover may include a remote session, report, configuration summary, administrator guidance, file transfer or other deliverable stated in the scope. Unless expressly agreed otherwise, the customer owns and pays for provider accounts, subscriptions, domains, hosting, storage, app stores, APIs and licences directly. Customers must securely store their own records and remove or rotate temporary access after handover where appropriate.
9. Post-delivery support
Only the correction period, support hours or tasks expressly included on the service page or written scope are included. A correction period covers reproducible failures to match the delivered scope; it is not unlimited training, maintenance or new work. Ongoing administration, monitoring, content updates and user support require a separate agreement unless stated otherwise.
10. Dormant projects
If required customer action is outstanding for 30 days, we may place the project on hold. After reasonable notice, we may close a project that remains inactive. Restarting is subject to availability, current pricing and a revised schedule.
11. Data and backups
Customers remain responsible for appropriate backups unless backup creation is expressly included. We may request confirmation before a material change. No migration or configuration process is free from all risk.
12. After payment
For fixed-price services, the usual flow is: paid order, internal review, onboarding form, document and access collection, kickoff, implementation, customer review, handover. For larger projects, the usual flow is: quote request, consultation, written quotation, Statement of Work, deposit, implementation, approval, final payment and handover.