Leadership
The people behind the work
Who is accountable for your engagement, how decisions get made, and how to reach the person who can actually change something.
The team
Meet the person, not the page
We would rather introduce you to the person who will actually run your account than publish a page of headshots. Ask, and we will tell you who that is, what else they are running, and put you on a call with them before you commit to anything.
It is a small team. The person who scopes your work is usually the person who builds it and the person who still answers the phone about it two years later.
Ask who you would work withAccountability
How an engagement is run
Four things you can hold us to. They are not aspirations: each one is something the way we work already does, and you can check every one of them from your side.
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A named lead, from the first call
One person owns your engagement end to end. They are on the kickoff, they write the scope, and they are the person you reach when something is wrong. Not a rotating queue and not an account manager who has to go and ask someone else.
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Progress you can look at without asking
Every project runs through the client portal: milestones, documents, invoices and the approval trail. Status is something you check when it suits you rather than something you chase on a Friday afternoon.
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One person owns security
Access, encryption keys, backups and restores have a named owner rather than being everyone and therefore no one. Every administrative action across our systems is written to an audit log, including ours.
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Escalation that goes somewhere
If your lead cannot resolve something, the route above them is agreed in writing at the start of the engagement, with the response time attached. You should never have to work out who to complain to.
How we decide
The order we apply when two options both look reasonable
Most technical arguments are really arguments about priorities. These are ours, in order, so you can predict what we will recommend before we say it.
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Keep it working. An option that raises the chance of an outage loses to one that does not, even when it is slower to build.
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Least privilege by default. Every application, every database user and every member of staff gets the narrowest access that lets them do the job.
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Say the hard thing early. A scope that is wrong is cheapest to fix in the week it is written, and we would rather lose an argument at the start than a client at the end.
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Build it so somebody else can keep it running. Documented, conventional and readable beats clever, because you should not be locked to us to maintain what we built for you.
Ask who you would be working with
Tell us roughly what you need and we will name the person who would lead it, and put you on a call with them.
We reply within one working day.
