Delivery
Seven stages, each with something you can hold
Automation projects go wrong for boring reasons — unclear scope, no agreed definition of "working", and nobody owning the system after launch. Every stage below ends in a deliverable, so at any point you can see exactly what you have paid for and what remains.
Discovery
We spend time with the people who run the process, not only the people who describe it. Documented procedures and actual practice usually differ, and the difference is where automation succeeds or fails.
We measure volume, timing and error rates where the data exists, and estimate them where it doesn't.
- Current-state process map
- Systems and access inventory
- Volume and time estimates
- Ranked list of candidate automations
Scope & proposal
You receive a written statement of work. It states what will be built, what is explicitly out of scope, how we will both know it works, when it will be delivered, what it costs and when each payment falls due.
Nothing is built until that document is signed. If the scope changes later, it is handled through a written change order with its own price and timeline.
- Statement of work
- Written acceptance criteria
- Timeline with milestone dates
- Fixed price and payment schedule
Design
Before code, we agree the shape of the thing: how data will flow, which system owns which field, what happens on the unhappy path, who gets alerted when something fails, and where a human must approve.
- Solution and data-flow design
- Integration and field mapping
- Exception and escalation design
- Access and permission requirements
Build
Development happens in a test environment, isolated from live operations. We work in short cycles with regular demonstrations so you see progress against the agreed scope rather than waiting for a reveal at the end.
- Working system in a test environment
- Scheduled progress demonstrations
- Configuration and technical documentation
Test
We test against the acceptance criteria written in stage two, using your real scenarios — including the awkward, low-frequency ones that break naive automations. Your team then runs its own acceptance testing.
- Test scenarios and documented results
- User acceptance testing with your team
- Defect log and resolution
- Written sign-off against acceptance criteria
Launch & handover
Go-live is staged where possible — a subset of volume first, then full traffic once it holds. We monitor closely through the first weeks and stay reachable while your team adjusts.
Handover is a real event, not a final invoice. You receive documentation, credentials and administrative access to everything built for you.
- Staged go-live plan and monitoring
- Team training session and reference guide
- Full documentation and credential handover
- 30-day defect warranty
Ongoing support (optional)
Automations break for reasons outside your control: a vendor changes an API, a form gains a field, a phone system is upgraded. We can pick that up when it happens — quoted, approved by you, then invoiced. For voice agents there is also an optional maintenance plan at £2,000 per month, cancellable at any time; nothing else has a plan to join or a recurring charge.
This is optional by design. Everything is documented and handed over so your own team or another provider can maintain it.
- Monitoring and incident response
- Vendor and API change management
- Defined monthly change allowance
- Rolling monthly term, 30 days' notice to cancel
Commercial terms
How billing follows delivery
Payments are tied to milestones so that what you have paid always tracks what has been delivered. Full detail is in our Payment Terms and Refund Policy.
| Stage | Typically invoiced | Released against |
|---|---|---|
| Initial consultation | £200, invoiced on booking | The one-hour consultation |
| Automation assessment | Fixed fee, invoiced on booking | Delivery of the written assessment |
| Implementation — commencement | Approx. 40% of project value | Signed statement of work |
| Implementation — build milestone | Approx. 30% of project value | Demonstration of the agreed build milestone |
| Implementation — acceptance | Approx. 30% of project value | Written acceptance against the agreed criteria |
| Training — plan agreed | Approx. 40% of programme value | Signed training plan |
| Training — core sessions | Approx. 30% of programme value | Delivery of the agreed sessions |
| Training — materials | Approx. 30% of programme value | Handover of the playbook and supporting material |
| Support after handover | On completion | Quoted and approved in writing first |
What we need from you
The two things that determine whether a project runs on time
A decision-maker with an hour a week
Projects stall waiting for approvals, not waiting for code. We need one named person who can answer questions about how the process should work and sign off on milestones without a committee.
Timely system access
Integration work cannot start without credentials. We ask for the minimum access required for the agreed scope, using time-limited and revocable credentials, and we confirm exactly what is needed during scoping.