What actually
happens after you sign.
Anybody can promise good work. What really separates one company from another is the bad week — who picks up the phone, how fast it reaches somebody senior, what the agreement says when a date is missed, and whether the report still arrives when the news is bad. All of that is written on this page, before you sign anything.
First call to going live
The timings below are typical. Your actual dates go in your own quotation — nothing here is a promise until it is in your document.
- 1
We talk — free
About 45 minutes. You explain the problem. We tell you which of our five teams should handle it — or that we are the wrong people for it.
Usually the same week you write in - 2
We study it
For anything technical we do a short paid study first. It writes down exactly what needs doing. The price is then built on that.
One to three weeks - 3
You get a quotation
One document: the work, what is not included, who is responsible, the dates, the price, and how extra work gets priced.
Within five working days - 4
We do the work
One named person on our side, one on yours. Fixed reporting days. And a written list of who to call if something goes wrong.
As per the agreed plan - 5
Handover
You get all the logins, files and documents. If you want us to keep running it, that is a separate monthly agreement.
When you approve the work
Four names on every job
Real names, written into your agreement. They only change with your knowledge.
Your account manager
Looks after the relationship, the agreed list of work and any price change. Call this person when something is wrong with the deal itself.
The delivery manager
Looks after the plan, the people and the dates. Sends your reports and keeps the record of every problem raised.
The technical owner
Looks after the servers, the logins and the technical decisions — and writes down why each one was taken, including the options we rejected.
The billing owner
Looks after invoices and purchase orders, and checks any usage-based charges — so a billing question never slows the actual work down.
Five levels, each with
a time limit
This is a written path, not a favour. If one level does not answer inside its time limit, you go straight to the next one yourself. You do not need our permission.
Team leader, then delivery manager
Everyday problems: quality, somebody absent, a date slipping. Start with the team leader. If it is not sorted inside the agreed time, it moves up.
Account manager, then department head
Disagreements about what was included, repeated misses, or money disputes. The department head has to give you a written plan to fix it.
Director
Breach of the agreement, a serious shutdown, or anything the four levels below failed to close. The final say inside our company.
The points people actually argue about
Written here so it is not a shock at contract stage. Your exact numbers go in your own agreement.
| The thing | How we handle it |
|---|---|
| Extra work | Anything outside the agreed list is quoted with the time and cost, and started only after you approve it in writing. We never bill you later for work you never approved. |
| Approving work | We agree how it will be tested before we build it. When we submit, you get an agreed number of days to check it. If nobody replies in that time, we treat it as approved — otherwise a job can sit half-finished for months. |
| Reports | Fixed days agreed at the start — weekly while starting up, monthly after that. They arrive whether the news is good or bad, with the misses stated first, not buried on page four. |
| Ending the work | Notice is longer for staff-based work than for project work, because people have to be moved to other work rather than switched off. It applies to both of us equally, and the exact days are in your agreement. |
| If something shuts down | On bigger jobs we spread the work so one failure cannot stop everything, and we tell you up front how fast we will be running again. |
| Logins and data | Only named people get access, only to what they need, and it is removed the day they leave the job. Your data stays in your systems wherever possible. Anything we hold is listed, and returned or deleted when we finish. |
| Keeping it private | We sign an NDA before we even discuss your work in detail. If we use any outside person, we tell you who, and they sign the same terms. |
| Leaving us | You get logins, diagrams, how-to-run guides, the decisions record and the pending list. Nothing depends on us staying, and we do not charge for the handover. |
What the AI is allowed to do
This applies to every AI we build for you, in any of the five services. You approve these three lists before anything goes live.
It can do this alone
Answering “where is my order”, checking a status, sending the right question to the right team, sorting messages, writing a summary. Safe things that can be undone.
It prepares, a person sends
Anything a customer will treat as a promise — refunds, credit notes, apologies, tricky replies. The AI writes it, your staff read it and press send.
It must never do this
Sending or moving money. Medical or legal advice. Agreeing a contract. Anything about an employee's job. Anything that cannot be undone on a customer's account. Always a person.
Every AI we build comes with its own version of these three lists, approved by you. Moving something from list 2 to list 1 is a change you have to approve — not a setting somebody quietly adjusts on a Tuesday afternoon.
When to call us — and when we will say no
Better you know today than in month threeCall us when
- You know what result you want, even if you have no idea how to get it.
- Somebody in your company can look at a plan and approve it.
- You would rather pay a small amount to find out properly than guess.
- You want the accounts, files and code in your own name.
- You are tired of four vendors who all blame each other.
We will say no when
- You want us to guarantee a Google rank, a sales number or a profit figure.
- You want the work kept verbal, so it can quietly grow later without a price.
- You want AI to send money, or give medical or legal advice, with nobody checking.
- The job needs a licence or certificate that we do not hold.
- Our payment depends on something we have no control over.
Tell us your problem.
We will tell you which team can fix it.
Write a few lines: what your business does, what is not working, and by when you need it sorted. One person from our side will reply, tell you honestly if we are the right people for it, and send you a price in writing before any work starts.
Four promises we make
on every job.
The same four apply to all five services. They are why our quotations are longer than most — and why our bills have no surprises in them.
We write it down first
No job starts from a phone call. Before we begin you get it on paper: what we will do, what we will not do, who is responsible, and by when.
The price does not move
That written list fixes the price. Want something extra later? We tell you the cost first and start only after you say yes. No charges appearing on the bill by themselves.
Everything is in your name
Your code, your website, your Google and Facebook accounts, your files, your data. If you ever stop working with us, we hand it all over. Nothing is locked to us.
No magic promises
We promise the work, the dates and the quality. We will never promise you a number-one Google rank or a sales figure. Anybody who promises that is guessing with your money.