RUNS ON
One specialist, few projects at a time. Not because it sounds nice on a website, but because a real quality standard cannot survive onboarding everyone.
In order, no exceptions. If a project cannot clear one, it does not move to the next.
One call, one clearly named problem, one definition of done. If we are not the right fit, you hear it on that call. No discovery phases, no workshops billed by the day.
Days, not months. You see the system running on your real data before anything is final, and you can kill the project at that point if it does not convince you.
We operate what we ship: hosting, monitoring, fixes, updates. The system keeps working after the handshake, and you know who to call when it does not.
From signed briefing to the first answered call. Not a rough estimate, not "depends on scope". Walk the week below, one day at a time. This is a phone agent build, our most common project; every system we ship follows the same shape.
One structured document, about twenty questions, 30 to 45 minutes to complete whenever it suits your day. It covers call volume, phone setup, calendar system, your top call reasons, escalation rules, tone of voice, and an explicit list of topics the system must never answer. We reply the same working day with clarifications and the signed scope.
The clock starts the day the briefing is signed and runs for seven business days. What that commitment is worth if we miss it: the guarantee below.
Five items, all in writing, none of them a scheduled training session.
Live call feed with confidence scores, full transcripts, booking log, escalation log, and a knowledge base you can edit yourself.
A screen recording as a private link instead of a training appointment. Rewatchable whenever a new colleague joins the desk.
A printable A4 sheet for the front desk: how to read transcripts, how to escalate, how to flag a correction.
Written, delivered on day 3 and day 7 after launch. Edge-case transcripts highlighted, every adjustment documented.
Email reply within one hour during business hours, faster on any flagged production issue.
Not answering live calls by the end of day 7? The setup costs you nothing.
No partial billing. No "almost there" negotiation. The clock starts the day the briefing is signed and runs for seven business days. That is the whole commitment, on every build, at every tier.
One caveat: calendar credentials are needed on day 1. If they arrive late, the clock pauses by the same amount. Nothing else pauses it.
Go-live is the start of the third gate, not the end of the project. Ongoing operation is part of the monthly fee from day one, and the window only widens.
Standby after the switch. Email reply within one hour, faster on flagged issues, with the live call feed watched from our side.
Two written checkpoint reviews, on day 3 and day 7 after launch: edge-case transcripts highlighted and every adjustment we made documented.
Hosting, monitoring, fixes and updates carried by the monthly fee. The knowledge base stays editable by you, and you know exactly who to call.
Only for one thing: calendar credentials arriving late. The clock pauses by exactly the delay, then resumes. There is no other pause condition and no small print beyond this sentence.
The build window pauses. Most of the time it does not come to that, and when it has, the failure was useful: it surfaced a real gap between how your team expects a case to be handled and what the system's default policy would do. We resolve that in writing, fix it, and rerun the full 50-call battery.
Most setups qualify, and you hear it before the clock starts, not after. Custom integrations into unusual systems can take 10 to 12 days; if yours is one of them, that number is named on the scope call and written into the scope document.