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How we work

Six stages from written scope to documented handover, with a mandatory testing gate in the middle.

Every project runs the same way, whether it is a configuration of an existing product or a platform built from nothing. The point of publishing it is simple: you can hold us to it.

How we work

A delivery process you can see into

No black box. Every project runs through the same six stages, and at each one you know what we are doing and what we need from you.

Stage four is a gate, not a milestone: nothing reaches you until it has been tested by someone who did not build it.

  1. Step 1 Requirements & scoping

    We write the scope down — including the assumptions and what is explicitly out of it — and you sign it off before a line of code is written.

    We do
    Draft the scope, the assumptions and the exclusions
    From you
    One decision-maker who can sign it off

  2. Step 2 Allocation & scheduling

    Every deliverable gets a named owner and a date. You know who is building your work and when it lands.

    We do
    Assign the build owner and publish the dates
    From you
    Confirm the dates work around your operation

  3. Step 3 Build

    Progress is visible throughout. If something is going to slip you hear it early, not on the due date.

    We do
    Build in stages and show you each one
    From you
    Answer questions within two business days so the build does not stall
  4. Mandatory gate

    Step 4 Internal testing

    A mandatory gate, tested against the signed scope by someone who did not build it. Nothing reaches you until it passes.

    We do
    Test independently, log every defect and fix it
    From you
    Nothing — this one is entirely on us

  5. Step 5 Your acceptance testing

    You test a working product and log anything you want changed. Every item is tracked to closure, in writing.

    We do
    Provide a test environment and a shared defect log
    From you
    People with time actually set aside to test it

  6. Step 6 Go-live & handover

    Deployment, documentation and training, then transition into the support agreement with your response times in it.

    We do
    Deploy, document, train and hand over
    From you
    Sign the support agreement and name your contact
Support & service levels

We put our response times in writing

Every supported client gets a service level agreement. These are our standard targets during business hours (Monday – Friday, 08:00 – 17:00 CAT).

Severity What it means We respond within We aim to resolve
P1 — Critical System down or unusable; operations halted 1 hour Same business day, or a documented workaround
P2 — High Major function impaired; workaround exists 4 business hours 2 business days
P3 — Medium Minor defect or limited impact 1 business day 5 business days
P4 — Request Enhancement, change request or query 2 business days Scheduled into the delivery pipeline

Response is when a named person is working your ticket, not an automated acknowledgement. Where a fix needs a release, we say so and give you the workaround in the meantime.

Next step

Tell us what is not working

A short conversation is usually enough to tell whether one of our products fits, whether it needs configuring, or whether you are better off with something built to order. We will say which.

Send an enquiry hello@softvault.example