Service Delivery Policy

Nature of Services

VektraScale Solutions delivers professional services on a consulting and project basis. We do not sell shrink-wrapped products or off-the-shelf goods. Each engagement is scoped, agreed in writing, and executed against a defined set of deliverables, assumptions, and timelines.

Services are typically delivered remotely or online, with hybrid or on-site collaboration where the engagement requires it and where this has been agreed in advance.

Typical Delivery Phases

Most engagements follow a structured set of phases. The exact phases, depth, and order are tailored to the engagement.

Timeline Dependencies

Delivery timelines depend on factors that include:

• Final scope and any in-flight changes during the engagement.
• Availability, completeness, and quality of the data shared by the client.
• Timely feedback, approvals, and decisions from the client's stakeholders.
• Performance and availability of third-party platforms, APIs, and tools used in the engagement.
• Access to environments, credentials, and required permissions.
• Local and international holidays, time-zone differences, and any agreed working windows.

Where dependencies cause material delay, we will communicate proactively and align on a revised plan.

Communication Cadence

• A primary point of contact is identified on both sides at the start of an engagement.
• Working sessions, status calls, and reviews are scheduled in line with the engagement plan and the client's time zone.
• Email and an agreed collaboration channel are used for day-to-day updates, decisions, and approvals.
• Written summaries of key decisions and action items are shared after important meetings.

Reporting and Milestone Updates

For engagements of meaningful duration, we share regular progress updates that typically cover work completed, work in progress, upcoming activities, open dependencies, risks, and decisions needed. Milestone-level acceptance is captured in writing where the engagement document calls for it.

Revisions and Change Requests

Reasonable revisions within the agreed scope are part of normal delivery and are addressed through the engagement's review cycles. Requests that materially expand or alter scope, including new data sources, additional dashboards, new models, additional environments, or significantly revised requirements, are handled as change requests. We assess impact on scope, effort, timeline, and fees, and proceed only after written agreement from the client.

Handover and Acceptance

At the end of an engagement, we deliver the agreed artefacts, documentation, and knowledge transfer. Acceptance is provided in writing or, where the engagement document allows, deemed accepted if no specific written objections are raised within a reasonable acceptance window. Defects raised within the acceptance window that are within the agreed scope are addressed without additional fees.

Post-Delivery Support

Post-delivery support, where applicable, is offered as a separately scoped arrangement. This may include warranty support for a defined period after handover, pay-as-you-go support, or a retainer for ongoing changes and enhancements. The terms, scope, response times, and fees for any such arrangement are set out in the engagement document.

Cross-Border Delivery

For overseas engagements, we align working hours, communication channels, and review cycles with the client's time zone where reasonable. Documentation, deliverables, and communications are provided in English unless otherwise agreed. Where data crosses borders during delivery, it is handled in line with our Privacy Policy and any specific arrangements documented in the engagement.

Security When Sharing Files, Data, and Access

• Credentials, access tokens, and secrets are shared through secure channels agreed with the client and are revoked or rotated promptly when no longer required.
• Files and datasets are exchanged through approved storage or transfer mechanisms with appropriate access controls.
• We work with the minimum data and least-privilege access needed to deliver the engagement.
• Devices used for client work follow reasonable security practices, including up-to-date software and screen locking.
• Sample or sanitised datasets are preferred where production data is not strictly needed.

Client-Side Delays and Force Majeure

If delivery is delayed by client-side factors — such as pending approvals, missing data, unavailable stakeholders, or blocked access — timelines are adjusted accordingly and we will document the impact. If a force majeure event affects either party, the affected party will notify the other promptly and the parties will agree on a reasonable revised plan.