How We Deliver — End to End
Every engagement follows a transparent, five-phase methodology: from discovery and a clearly-scoped Statement of Work, through implementation, formal sign-off, and post-deployment support. You always know what happens next, what you will receive, and exactly what is expected of your team.
A Predictable Path to Go-Live
No surprises, no scope creep. A proven lifecycle that gives stakeholders confidence and gives your engineers a platform they fully own at handover.
Discovery & Assessment
Typically 1–2 weeksWe start by understanding your environment, drivers, and constraints — not by assuming a solution. Discovery removes risk before a single change is made and ensures the scope we agree is grounded in reality.
What Happens
- Stakeholder & requirements workshops
- Current-state architecture review
- Configuration & policy audit (incl. BPA)
- Dependency, risk & constraint mapping
- Success criteria & outcome definition
What You Receive
- Discovery findings report
- Current-state architecture diagram
- Risk register & assumptions log
- Recommended target architecture
- High-level roadmap & indicative effort
Your Involvement
- Access to key stakeholders
- Read-only access to in-scope systems
- Existing documentation & diagrams
- Confirmation of business drivers
Scope & Statement of Work (SOW)
Typically 3–5 daysDiscovery output becomes a precise, fixed Statement of Work. The SOW defines exactly what we will deliver, the acceptance criteria for each deliverable, the timeline, the responsibilities of each party, and the commercials — agreed and signed before delivery begins.
What the SOW Covers
- Detailed scope & explicit out-of-scope
- Deliverables & acceptance criteria
- Milestones, timeline & dependencies
- RACI responsibility matrix
- Commercials & change-control process
What You Receive
- Signed Statement of Work
- Low-level design (where applicable)
- Project plan & named delivery lead
- Communication & escalation plan
Engagement Models
- Fixed-scope, fixed-price project
- Time & materials (advisory / flexible)
- Phased / milestone-based delivery
- Managed retainer for ongoing work
Implementation & Delivery
Typically 4–12 weeksYour named certified engineer builds and deploys against the agreed design — remotely, in your maintenance windows, and under your change-management process. We test as we go and keep you informed at every milestone, so go-live is an anticlimax, not a gamble.
What Happens
- Build to the agreed low-level design
- Phased deployment & configuration
- Policy migration & App-ID adoption
- Zero-downtime / parallel-cut cutover
- Per-milestone testing & validation
What You Receive
- Working, tested deployment
- Migration & cutover runbooks
- Test evidence per milestone
- Weekly progress & risk reporting
Your Involvement
- Change-window approvals
- Test participation & validation
- Timely access & decisions
- Nominated technical point of contact
Validation & Sign-Off
Typically 1 weekNothing is "done" until it is proven and accepted. We validate the deployment against the acceptance criteria defined in the SOW, hand over complete as-built documentation, and transfer knowledge so your team owns the platform with confidence.
What Happens
- Acceptance testing vs SOW criteria
- User acceptance testing (UAT) support
- As-built documentation walkthrough
- Knowledge-transfer sessions
- Formal customer sign-off
What You Receive
- As-built design & configuration pack
- Operational runbooks & procedures
- Acceptance test results & sign-off record
- Recorded knowledge-transfer materials
Your Involvement
- UAT & acceptance review
- Attendance at handover sessions
- Formal sign-off authority
Post-Deployment Support
Ongoing — your choiceGo-live is the start of the relationship, not the end. Every project includes a hypercare period, and you can extend into a support retainer or fully-managed service. You are never left holding a new platform alone.
What Happens
- Included post-go-live hypercare period
- Issue triage & rapid stabilisation
- Optional support & SLA agreement
- Optional managed service / retainer
- Scheduled health checks & tuning
What You Receive
- Defined support contacts & SLAs
- Hypercare summary & action log
- Optimisation & roadmap recommendations
- Quarterly review (managed customers)
Support Options
- Hypercare (included)
- Support retainer (SLA-backed)
- Fully-managed service
- Block-hours advisory
Choose How Much Support You Need
From a short stabilisation period to a fully-managed platform — clear, SLA-backed agreements that scale with your team's capacity and risk appetite.
- Priority access to the delivery engineer
- Rapid triage of go-live issues
- Configuration fine-tuning
- Hypercare exit report & handover
- Defined response-time SLAs by severity
- Remote incident & change support
- Configuration changes & advisory
- Pooled hours with monthly reporting
- Named engineer who knows your estate
- Proactive monitoring & alerting
- Quarterly tuning & optimisation
- Platform & content version management
- Incident response support
- Quarterly service reviews
Everything You Keep
Our deliverables are yours to own. These are the artefacts produced during a typical engagement — request the templates ahead of time so your stakeholders know exactly what to expect.
Our SOW structure — scope, deliverables, acceptance criteria, timeline and commercials — so there is never ambiguity about what is being delivered.
Download PDFA clear breakdown of who is Responsible, Accountable, Consulted and Informed across every project activity and decision.
Download PDFThe objective, testable conditions each deliverable must meet before sign-off — agreed up front, validated at handover.
Download PDFFinal architecture diagrams, configuration export, design decisions and rationale — the complete record of what was built.
Step-by-step procedures for day-two operations — common changes, failover, backup/restore and troubleshooting playbooks.
Recorded handover sessions and tailored enablement so your team operates the platform confidently from day one.
Common Engagement Questions
Most projects are delivered fixed-scope and fixed-price against a signed SOW, so you have budget certainty. Advisory and open-ended work can be delivered time & materials or via a pooled-hours retainer. We confirm the model in the SOW before any delivery begins.
The SOW includes a simple change-control process. Any change to scope, timeline or cost is documented and agreed in writing before work proceeds — no silent scope creep, no surprise invoices.
Yes. Design, configuration, migration and validation are performed via secure remote access within your maintenance windows. For physical hardware we coordinate with your on-site staff or local smart-hands for rack-and-stack while we handle all configuration remotely.
Access to stakeholders and in-scope systems, existing documentation, timely approvals and change windows, and a nominated technical point of contact. The RACI matrix in your SOW makes every responsibility explicit.
Every project includes a hypercare period. Beyond that you can take an SLA-backed support retainer or a fully-managed service — see the support agreements above. You are never left to operate a new platform unaided.