How we work
From the first call to the first invoice, in about a month.
The same shape whether you're handing us a support queue, a set of books or a software build: a short call, a written plan, a small piece of real work you can judge, and only then a commitment.
Discovery call
You describe the work, the systems it lives in, and what "done well" means to you. We ask about volumes, hours and who on your side will review. If it isn't a fit, we say so on this call.
You leave with: a written summary of what we heard, and a yes or no.Written plan
For ongoing work: a standard operating procedure drafted from a walkthrough with your person, plus targets for turnaround and quality. For projects: a scoped milestone one with a fixed price. You correct it; we revise it; you sign it.
You leave with: a document you own, and a price in US dollars.Pilot, or milestone one
A small team works your real queue, or ships the first working piece of software. Your reviewer checks all of it for the first days, then the agreed sample. Recordings, reports and output are yours to inspect.
You leave with: evidence, not a promise. Stop here if you want to.Scale
Add seats, hours, task lines or the next milestone. Each addition gets its own procedure or scope and its own line on the invoice. Contracts run month to month after an initial three months; either side can end with 30 days' notice.
You leave with: one account manager, one weekly report, one itemized invoice.Every line ties to a report you already have.
Our invoice is built from the weekly reports, not the other way round. A dedicated seat is a line. A per-item task line shows the count you saw in Friday's table. A project milestone appears only after you approved it on staging.
Billed monthly in US dollars, payable by card or bank transfer. Larger clients often ask for vendor onboarding documents; we have them ready.
| Line | Reference | Qty | Amount |
|---|---|---|---|
| Support agent, dedicated | Weekly reports W36 to W39 | 2 seats | quoted |
| Claims processed | Task line A, W36 to W39 tables | 1,612 | quoted |
| Monthly bookkeeping, 1 entity | Close package sent 7 Oct | 1 | quoted |
| Software milestone 2 | Approved on staging 24 Sep | 1 | quoted |
| After-hours phone shift | Shift logs, Sep | 22 nights | quoted |
Amounts depend on your scope and are quoted before work starts. No setup fees; the first month's procedure writing is included.
What lands in your inbox on Friday.
The format is fixed so that week twelve reads exactly like week two. The content is whatever your account includes.
Numbers
Volumes, turnaround, quality scores, against targets. Misses listed individually.
Evidence
Links to call recordings, QA samples, staging builds or close packages, depending on the work.
Changes
Procedure versions issued this week and why. Access granted or revoked.
Decisions for you
The two or three things that need an answer from your side, with our recommendation.