Your company
You set the offer, talk to the client, and decide anything commercial.
How it works
From your client’s request to finished work.
Here’s the plain version: you own the client relationship and make the commercial calls. We take the request, do the work, and send it back with a note you can read and act on. Anything that needs your sign-off stops until we hear from you.
Delivery team
We do the agreed work, write up what we did, and flag anything outside our mandate.
Step by step
What happens to a request, start to finish
Setup
Before the first request, we agree on the service, the client, the working language, what we know about their systems, and what a good outcome looks like.
Intake
A request comes in through the agreed channel with the affected user, what’s broken, and what’s already been tried.
Triage
We sort it: routine work, something we’re missing, a change that needs sign-off, a separate project, or an incident to escalate.
Approvals
Anything that changes cost, the promise to the client, access, or risk waits for your named approver.
Delivery
We do the authorized work in the working language, with a note your team can read and reuse with the client.
Escalation
A blocker, an exception, or anything with a commercial impact goes back to you with the decision we need and the context behind it.
Review
We track repeat requests, configuration drift, and open items so they show up in a regular review - no invented metrics.
Exit
When an account or engagement ends, we hand back what was agreed, remove access, and list what’s still open.
What makes this work
Four things that keep this running smoothly
A reachable approver
Every kind of decision has someone accountable, even if that person changes.
A stated language
We never guess the client’s language, your team’s language, or the language for internal notes.
A useful history
Whoever picks up next can see what was asked, decided, done, and left open.
A planned exit
Ending the service is a normal step we plan for, not something we improvise.