Service Delivery & Project Procedures

1. Inquiry and discovery

Start with the website form, questionnaire, or contact email. We review the goal, audience, available materials, current tools, budget expectations, and timing. We aim to respond to new inquiries within three business days; this is a response target, not a promise that the project can begin then.

Discovery identifies requirements and assumptions. A planning engagement may produce a brief or recommendations; market research, customer validation, implementation, and legal review are included only when expressly scoped.

2. Written scope and readiness

Before paid work begins, both parties should accept a written scope. It must distinguish a prototype, a production build, training, and ongoing care. Website information does not automatically include every related service.

The scope should record deliverables and formats, included pages or workflows, exclusions, revision rounds, responsibilities, milestones, acceptance criteria, fees, third-party costs, security requirements, launch authority, and handover expectations. If a material item is unclear, resolve it before relying on an estimate.

3. Client participation and access

Missing materials, delayed approvals, or third-party changes may affect the schedule. We will discuss the resulting impact and document a revised plan. A delay does not automatically authorize a new charge.

• Name an authorized decision maker and consolidate feedback at the agreed milestones.
• Provide approved content, accurate business facts, and materials you have permission to use.
• Arrange access through invitations or another agreed secure method. Do not send passwords through public forms.
• Disclose regulated-data, accessibility, security, residency, and organizational approval requirements early.
• Keep client-owned subscriptions, domain renewals, and required licenses in good standing.

4. Review and change requests

We present work for review against the agreed scope. Identify the relevant page or deliverable, explain the issue, and provide consolidated feedback. Correcting work that fails an agreed requirement is different from requesting a new feature, direction, or additional deliverable.

For a scope change, we record the requested change, its effect on cost and schedule, and any new assumptions or exclusions. Additional billable work requires approval of the revised scope or change order before it proceeds. There is no default unlimited-revisions promise; the agreed revision allowance controls.

We record approvals in the agreed written channel. Silence does not automatically become acceptance unless a valid project agreement expressly establishes that process.

5. Testing and acceptance

Check the agreed user tasks and deliverables before launch. Relevant checks may include responsive layouts, form storage, navigation, keyboard access, permissions, integrations, and failure handling. A successful local test does not establish live email delivery, payment settlement, backup recovery, or regulatory compliance.

The project agreement defines the acceptance criteria and review period. Report a suspected defect with steps to reproduce it, expected behavior, actual behavior, and a redacted screenshot if useful. We review whether it is a defect, a change request, or a third-party issue and explain the next step.

6. Launch and handover

Launch requires the agreed authorization and readiness checks. Domain changes, public access, live-data changes, and new paid services need the authority specified for the project. A prototype or preview is not automatically a production release.

Handover should identify the agreed source and deliverables, account ownership, administrator access, configuration responsibilities, subscriptions, operating instructions, and support boundaries. Credentials must be transferred securely. Backups and recovery targets are included only when specifically arranged and verified.

7. Stabilization, care, and closure

The published Client Follow-Up Setup includes 30 days of stabilization after launch for its agreed workflow. That offer does not create a universal 30-day warranty or unlimited maintenance for every BNAX service. Its final scope and start of stabilization belong in the accepted proposal.

Ongoing website maintenance, workflow care, and application support are separate services. Coverage hours, response targets, included changes, exclusions, renewals, and escalation contacts must be recorded. At closure, confirm outstanding items, access changes, deliverables, and the record-retention or return arrangements applicable to the project.