Methodology and service framework

How we deliver.

The same sequence on every engagement, whatever the contracting structure. It exists so that a client always knows what is happening now, what happens next, and what they will hold at the end.

Engagement sequence

Numbered because the order carries information: each stage depends on the output of the one before it, and we do not begin a stage whose input is not yet agreed.

01 — Scoping

A technical conversation, not a sales call. We establish the constraint that actually matters, the systems in play, and whether we are the right firm. Where we are not, we say so at this stage.

02 — Architecture

Target architecture, integration boundaries, data model, security scope and non-functional requirements, issued as a written architecture decision record with the options we rejected and why.

03 — Baseline

Scope baseline, delivery sequence, acceptance criteria and the service tier. This is the document the commercial terms attach to.

04 — Build

Iterative delivery against the baseline, with automated testing, peer review, and security scanning enforced in the pipeline. Weekly delivery reporting; variations quoted and approved in writing.

05 — Security review

Independent review against the applicable standard before any production exposure. Findings are remediated and retested, not accepted with a note.

06 — Cutover

Rehearsed in a staging environment end to end, with a tested rollback path, before any production window is scheduled.

07 — Operate

SLA-governed operation with monthly service reporting and quarterly service review, where the tier includes it.

08 — Handover

Architecture records, runbooks, source, credentials and a working session with the team who will hold it. Delivered whether or not we continue to operate the system.

Service level framework

Service level tiers, availability targets and response commitments
Tier	Availability target	P1 response	P1 resolution target	Coverage	Service credits
Platinum	99.95%	15 minutes	4 hours	24 × 7 × 365	Yes
Gold	99.9%	1 hour	8 hours	24 × 5 plus on-call	Yes
Silver	99.5%	4 hours	2 business days	09:00–18:00 EAT	No

How these are agreed

The tiers describe the framework we contract within. The targets that bind us on your engagement are the ones written into its statement of work, set against the composite service levels of the infrastructure underneath it — we will not sign up to an availability figure the platform below us cannot support. Where a tier carries service credits, clause 6 of the terms of engagement sets out how they are claimed and capped.

Start a scoping conversation Contracting structures