Service Delivery Policy

How an engagement starts

• EnquiryYou tell us the problem. We acknowledge within one business day.
• DiscoveryA conversation to understand context, constraints and what success looks like. Free, and with no obligation.
• RoutingWe identify which arm owns the work — or, commonly, how it splits across both — and say so plainly.
• ProposalA written scope with deliverables, milestones, timeline, price and assumptions.
• KickoffOn acceptance and initial payment, we agree contacts, cadence and channels, then begin.

Engagements that cross both arms

This is the case the company exists for, so it is worth being explicit about how it works in practice:

• One delivery leadYou get a single accountable lead for the whole engagement, not one per brand.
• One planDesign and engineering work from a single schedule, so the handover between them is an internal event rather than your problem.
• One invoice streamBilling comes from Apex-Nova (Private) Limited regardless of who does the work.

Communication

• Progress updatesAt the cadence agreed at kickoff — weekly on most engagements.
• Response timesWithin one business day for routine correspondence during an active engagement.
• EscalationA named escalation contact is provided at kickoff for anything urgent.
• Written recordDecisions taken on calls are confirmed in writing, so scope never drifts by memory.

Timelines

Timelines in a proposal are estimates based on the stated scope and on agreed responsiveness. They move when scope changes, when input is late, or when a dependency outside our control slips — and we tell you as soon as we know, not at the deadline.

Review and acceptance

• Review windowsDeliverables are submitted for review with a stated window, typically 5 business days.
• Consolidated feedbackFeedback comes back through the single point of contact, consolidated rather than piecemeal.
• RevisionsThe number of revision rounds included is stated in the proposal; further rounds are quoted separately.
• Deemed acceptanceA deliverable with no feedback inside its review window is treated as accepted so the schedule can proceed.

Handover

• DeliverablesEverything your engagement includes, transferred on final payment. The exact list — and whether it covers editable source files and repositories, which not every package does — is set out in your scope before work begins.
• WalkthroughA handover session covering how the thing works and how to operate it.
• WarrantyDefect correction at no charge for the period stated in the proposal.
• Ongoing supportOptional support, hosting or retainer arrangements, agreed separately.

When something goes wrong

Raise it early and directly with your delivery lead. We would rather hear about a problem at the point it appears than discover it at handover, and every engagement includes an escalation path to the company for anything that cannot be resolved at the project level.