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Service Delivery Policy

This policy explains how software and technology projects are delivered, from commencement through to handover.

Contents

  1. 1. Project commencement
  2. 2. Estimated timelines
  3. 3. Milestones and approvals
  4. 4. Software and service activation
  5. 5. Dependencies and delays
  6. 6. Scope changes during delivery
  7. 7. Customer feedback

1. Project commencement

A project begins once a quotation has been accepted in writing and any agreed deposit has been received. We will confirm a start date and the key milestones for the project at this point.

2. Estimated timelines

Timelines given at quotation stage are estimates based on the information available at that time. We do not guarantee fixed delivery dates unless a specific date has been confirmed in writing for a particular project, as actual delivery depends on factors including project complexity, scope changes and how quickly feedback is provided.

3. Milestones and approvals

Larger projects are broken into milestones. We will ask you to review and approve work at each milestone before proceeding to the next, so issues are identified early rather than at the end of a project.

4. Software and service activation

Where a project results in software, a website or a service that needs to be activated or deployed (for example, going live on a hosting environment), we will agree the activation process and any access required with you in advance.

5. Dependencies and delays

Delivery can be affected by dependencies outside our control, including third-party services, delays in receiving feedback or approvals, or late provision of content or access needed to complete the work. We will let you know as soon as we become aware of a delay and its likely impact.

6. Scope changes during delivery

Where you request changes that fall outside the agreed scope during a project, we will confirm the impact on timeline and cost before carrying out that additional work.

7. Customer feedback

Timely feedback from you at each review point is an important part of keeping a project on track. Where feedback is delayed, project timelines may need to be adjusted accordingly.

Questions about this policy

If you have any questions about this policy, contact EXAMCERTIFY LTD at sales@examcertify.co.uk.