White-Glove Delivery.
Clear Scopes. Real SLAs.
We deliver business modernization with consistent frameworks, accountable ownership, structured support models, and post-launch measurement. No hype. No surprises. Just clear processes and professional execution.
What Clients Can Expect
This is how we operate. Every engagement follows these principles to ensure quality, transparency, and accountability.
Named Delivery Lead
Every engagement has a single accountable delivery lead who owns communication, decisions, and outcomes.
Clear Scope & Acceptance Criteria
Written assumptions, deliverables, and acceptance criteria before work begins—no surprises.
Structured Weekly Cadence
Weekly status updates covering progress, risks, blockers, and decisions needed.
Documentation & Handoff
Complete technical documentation, runbooks, and handoff materials for every implementation.
Security & Access Hygiene
Least-privilege access, audit logs, secure credential management, and clean offboarding.
Post-Launch CSAT & Improvement
Structured feedback collection and continuous improvement based on measured outcomes.
Our Delivery Framework
From discovery to ongoing support, we follow a structured path with clear phases, deliverables, and exit criteria.
Discovery & Fit
Understand goals, constraints, and determine if we're the right fit
Key Activities
- •Business goals & pain points
- •Current state assessment
- •Scope 0–1 alignment
- •Success criteria definition
Deliverables
- •Discovery summary
- •Fit/no-fit recommendation
- •Preliminary scope estimate
Exit Criteria
Mutual agreement to proceed or graceful no-go
Scope & Solution Blueprint
Define what we're building and how we'll build it
Key Activities
- •Detailed requirements gathering
- •Architecture & integration design
- •Risk identification
- •Timeline & resource planning
Deliverables
- •Statement of Work (SOW)
- •Solution architecture document
- •Risk register
- •Acceptance criteria
Exit Criteria
Signed SOW with clear scope and acceptance criteria
Build & Integrate
Implement, test, and validate the solution
Key Activities
- •Development & configuration
- •System integration
- •Quality assurance testing
- •Security review & hardening
Deliverables
- •Working solution in staging
- •Test results & QA sign-off
- •Technical documentation
- •Admin/user training materials
Exit Criteria
Solution meets acceptance criteria in pre-production
Launch & Hypercare
Deploy to production and provide intensive support
Key Activities
- •Production deployment
- •Go-live monitoring
- •Rapid issue resolution
- •User adoption support
Deliverables
- •Production deployment
- •Hypercare support (7-14 days)
- •Issue resolution log
- •Go-live retrospective
Exit Criteria
Stable production operation + CSAT survey completion
Ongoing Support & Optimization
Maintain stability, respond to issues, and improve over time
Key Activities
- •Incident & request management
- •Performance monitoring
- •Enhancement backlog management
- •Continuous improvement
Deliverables
- •Regular status reports
- •Issue resolution
- •Enhancement roadmap
- •Quarterly business reviews
Exit Criteria
Ongoing (per support agreement)
Support Models
Choose the support level that matches your business needs and risk tolerance. All models include structured incident management and clear response targets.
Essential Support
Small teams with non-critical systems and flexible timelines
Coverage
Monday–Friday, 9am–5pm CT
Response Targets
Sev 1: 4 hours | Sev 2: 8 hours | Sev 3-4: Next business day
Channels
Email, support portal
Included
- •Incident triage and resolution
- •Basic how-to support
- •Monthly status reports
- •Access to knowledge base
Not Included
- •After-hours support
- •Custom development
- •Phone support
- •Dedicated account management
Priority Support
Mid-sized businesses with revenue-critical systems
Coverage
Monday–Friday, 7am–7pm CT
Response Targets
Sev 1: 2 hours | Sev 2: 4 hours | Sev 3: 8 hours | Sev 4: Next business day
Channels
Email, phone, support portal, Slack
Included
- •Priority incident routing
- •Named support contact
- •Weekly status updates
- •Quarterly business reviews
- •Change advisory support
Not Included
- •24/7 coverage
- •Custom development (unless scoped)
- •On-site support
Mission-Critical Support
Enterprise clients with always-on operations
Coverage
24/7/365 with on-call engineer rotation
Response Targets
Sev 1: 30 min | Sev 2: 2 hours | Sev 3: 4 hours | Sev 4: Next business day
Channels
Email, phone, SMS, Slack, emergency hotline
Included
- •24/7 on-call engineer
- •Dedicated account manager
- •Proactive monitoring alerts
- •Monthly executive briefings
- •Post-incident reviews
- •Change advisory board
Not Included
- •Unlimited custom development (enhancements scoped separately)
- •On-site support (unless contracted)
Note: These are target response times. Final SLAs are defined in your contracted Statement of Work or Master Services Agreement. Resolution times vary based on complexity—we commit to communication and escalation.
SLA Response Targets
Clear severity definitions and response commitments. We prioritize communication and controlled escalation over unrealistic resolution guarantees.
| Severity | Description | Response Target | Update Frequency | Work Start |
|---|---|---|---|---|
Sev 1 | Production down or critical business impact | 30 min – 4 hours | Every 2 hours | Immediate |
Sev 2 | Major degradation, workaround available | 2–8 hours | Daily | Within 4 hours |
Sev 3 | Functional issue, business can operate | 4 hours – 1 business day | Every 2 business days | Within 1 business day |
Sev 4 | How-to question or minor request | Next business day | As needed | As capacity allows |
Important: Resolution times vary based on complexity, root cause, and dependencies. We commit to rapid acknowledgment, clear communication, and appropriate escalation—not unrealistic resolution SLAs.
Delivery Cadence & Governance
Weekly Status Cadence
Every Thursday, you receive a status update covering: progress against plan, risks and blockers, decisions needed, and next week\'s priorities.
Change Control
Scope changes follow a structured process: impact assessment, timeline/budget update, and formal approval before proceeding. Keeps everyone aligned.
Documentation Standards
Every implementation includes: technical architecture docs, runbooks, configuration notes, admin guides, and handoff checklists.
Security & Access
Least-privilege access, credential rotation, audit logging, and clean offboarding when the engagement ends. No shortcuts.
What We Need From You
SME Availability
Designated stakeholders with decision authority and subject matter expertise
Timely Access
System credentials, API keys, and environment access when needed
Decision-Making
Timely responses to scope questions and design decisions
Status Participation
Join weekly status calls and review deliverables as they\'re produced
Honest Feedback
Complete CSAT surveys and share what\'s working (and what\'s not)
Post-Implementation CSAT & Continuous Improvement
We measure success not just at go-live, but 30 days post-launch when you\'ve had time to experience the solution in real-world conditions.
Hypercare Period
For 7–14 days post-launch, we provide intensive "hypercare" support:
- •Rapid response to any issues or questions
- •Daily check-ins with your team
- •Proactive monitoring and validation
- •Immediate fixes for edge cases
CSAT Survey Process
30 days after go-live (or end of hypercare), we send a structured survey:
- •5-point scale questions (satisfaction, quality, communication)
- •Open-ended feedback on strengths and improvements
- •NPS-style recommendation question
- •Results reviewed with your team within 1 week
Example CSAT Questions
- 1.How satisfied are you with the overall delivery of this project? (1-5)
- 2.Did the solution meet the agreed-upon acceptance criteria and business goals?
- 3.How would you rate the quality of communication throughout the project?
- 4.How responsive was the delivery team to issues and questions?
- 5.How well did we manage scope, timelines, and expectations?
- 6.Would you recommend The Modernization Company to a peer?
- 7.What did we do well that you'd like to see on future projects?
- 8.What could we improve for next time?
How Feedback Becomes Action
CSAT results don\'t just sit in a spreadsheet. They drive:
- Enhancement backlog prioritization
- Process improvements for future projects
- Team training and capability building
- Client relationship adjustments
Frequently Asked Questions
Common questions about our delivery process, support models, and how we work.