Business workflow
Delivery, projects, changes, and support
How accepted work becomes controlled delivery and how ongoing support is operated without losing scope, ownership, or evidence.
Delivery model
The delivery domain separates onboarding dependencies, operational work orders, projects, milestones, tasks, task dependencies, risks, time, approvals, and change requests. This supports a small implementation and a multi-stage programme without forcing both into the same oversized record.
Change control
A change request is used when requested work changes budget, schedule, acceptance criteria, or the agreed scope. Recording the change protects both parties: the client can see the effect before approval, and the delivery team does not quietly absorb unplanned work until the project becomes unviable.
Support model
Support is queue-based and entitlement-aware. Service agreements define the calendar, included time, overage rate, currency, and priority-specific response and resolution targets. SLA clocks can run, pause while waiting for the client, complete, or breach with evidence.
Operational honesty
- A health signal is an observation, not a guarantee.
- A target is not reported as achieved until the required event exists.
- Waiting for client pauses only when the service agreement permits it.
- A closed ticket does not erase time, replies, escalation, or satisfaction evidence.
- A completed project does not erase accepted changes or delivery risks.