Communication Guidelines During Your Project
Clear, timely communication is one of the most important factors in a successful project. This article explains how we communicate with you, the channels we use, and the expectations on both sides.
Your Primary Point of Contact
Every client engagement has a named Project Manager as the primary point of contact. For commercial matters, your Account Manager is your first port of call. Contact details for both will be shared at kickoff.
Communication Channels
| Channel | Best For | Expected Response Time |
|---|---|---|
| Support Ticket (this portal) | Issues, bugs, change requests, formal queries | Per SLA (see support article) |
| Non-urgent questions, document sharing, general updates | 1 business day | |
| Phone / Video Call | Complex discussions, design reviews, escalations | Scheduled by appointment |
| Microsoft Teams / Slack | Available on request for larger or longer-term engagements | Best effort during business hours |
Weekly Project Updates
Your Project Manager will send a weekly status update every Friday (or the last working day of the week). It covers:
- What was completed this week
- What is planned for next week
- Any blockers or items waiting on you
- Overall RAG status (Red / Amber / Green)
Meetings & Reviews
Depending on your project type, regular meetings may be scheduled:
- Sprint Reviews — fortnightly for Agile/iterative projects, where you review completed work and feed back before the next sprint
- Milestone Review Calls — at the end of each major phase for fixed-price projects
- Quarterly Business Reviews (QBR) — for managed services clients, to review performance, plan the next quarter, and discuss any changes
Out-of-Hours Contact
For non-emergency matters, please use email or the portal outside business hours (Monday–Friday 09:00–17:30). For genuine emergencies (e.g. production system down), refer to your contract for the out-of-hours contact number — this is available on Enhanced and Enterprise SLA plans.
Response Expectations from You
To keep your project on track, we ask that you:
- Respond to queries and approval requests within 2 business days
- Attend or send a representative to scheduled meetings
- Flag any changes in your internal priorities or stakeholders as soon as possible
Delays in client responses are the most common cause of project timeline slippage. If you're going to be unavailable, let us know in advance so we can plan accordingly.