Questions, answered.

A Single Service Engagement addresses one independently defined operational project. A Signature Solution coordinates several connected improvements around a defined operational outcome, with a clear endpoint and handoff. Strategic Partnership provides sustained involvement and recurring prioritization across interconnected operational needs. The relationship between the work and the support you need matters more than the number of capabilities or deliverables alone.

Choose a Signature Solution when connected operational challenges need to be addressed together. For example, improving onboarding may require clearer ownership, a stronger workflow, usable procedures, and organized reference materials. A Signature Solution brings those improvements into one scope, sequence, and delivery plan so they support the same outcome.

Foundation combines BUILD and OPTIMIZE to strengthen operational structures, ownership, processes, workflows, and knowledge practices. Momentum combines EXECUTE and ANALYZE to turn defined priorities into coordinated action and useful performance information. Assurance combines BUILD, ANALYZE, and EXCEL to evaluate and strengthen operational consistency, quality, maturity, and continuity.

An organization with fragmented onboarding might need clearer responsibilities, a redesigned workflow, consistent procedures, and accessible reference materials. Foundation connects the agreed improvements and establishes who will maintain them. Its scope can focus on one program or extend across agreed teams or locations.

An organization may have clear program priorities but struggle with handoffs, dependencies, and inconsistent reporting. Momentum can establish and pilot an execution plan, ownership, progress tracking, and review routines for the defined initiative.

An organization may have documented procedures but limited evidence that they are applied consistently. Assurance can evaluate the agreed practices, establish a maturity baseline, and address scoped reliability or continuity gaps. Accreditation or credentialing readiness may be relevant to a particular scope; approval by an external body is not guaranteed.

No. Discovery helps clarify your goals, current operating conditions, readiness, and dependencies. We explain the recommended solution and scope, including any prerequisite work or a better fitting engagement approach.

No. Each solution can be recommended independently or in sequence. We assess whether the conditions needed for the proposed work are already present and identify any prerequisites before launch.

We assess whether it is an independently completable project suited to Single Service Engagement. A single output can still require connected operational work, so deliverable count alone does not determine fit.

We first assess prerequisites, overlap, sequencing, client participation, and total capacity. Multiple scopes require explicit authorization and feasible combined delivery; selecting several labels does not establish a workable plan.

We explain the evidence, assumptions, and alternatives and discuss your priorities. A revised scope must remain feasible. We may recommend prerequisite work, another approach, deferral, or referral.

A separately scoped paid diagnostic may be recommended when substantial investigation is needed. Its fee, findings, completion criteria, and next steps are defined separately, without an obligation to buy further services.

No. The profile and conversation support understanding and recommendation. Detailed assessment occurs only within an authorized diagnostic or engagement scope.

Within Signature Solutions, tailored Emerging Organizations pathways are available for Foundation and Momentum only, subject to internal eligibility and scope approval. Assurance is not available through the EO pathway. Organization size, age, revenue, or nonprofit status alone does not establish eligibility. The proposal defines the approved scope, total investment, payment schedule, and client responsibilities. EO eligibility does not automatically include the full standard scope at a reduced price.

A capability is a broad area of operational expertise, such as BUILD. A domain is a more specific subject within that capability, such as Knowledge Management. A standard describes an operational practice used to evaluate the agreed area. A deliverable is a specific output we commit to provide. Covering a domain or standard does not automatically require a separate new deliverable for each item.

The Professional Services Agreement establishes the general terms of the relationship. The Statement of Work defines the authorized engagement, including scope, deliverables, responsibilities, timing, investment, and acceptance criteria. Both operate together. The applicable documents identify how authorized amendments affect their terms.

No. Your scope identifies the relevant domains, standards, services, and deliverables needed for the agreed outcome. A complete capability can be included when explicitly scoped and feasible. Capability names do not automatically include every domain, and an existing practice that already works may be retained rather than rebuilt.

The emphasis follows the operational need. Time and deliverables do not have to be divided equally between capabilities. Your Statement of Work explains the coverage and responsibilities.

Yes. Organizational coverage, improvement deliverables, implementation responsibilities, and delivery pace are tailored within the solution’s purpose and agreed capacity. We assess your priorities together so the work forms a coherent, achievable engagement.

Your Statement of Work lists the committed deliverables and completion criteria. The engagement includes a scoped assessment and baseline, a prioritized roadmap, agreed improvement outputs, ownership and maintenance responsibilities, and a completion summary. The specific outputs depend on the solution and approved scope.

Implementation is included to the extent defined in your scope. We identify what we will develop, configure, facilitate, test, or implement and what your team will approve, adopt, or maintain. Training and transition support are specified where included.

Signature Solutions do not include unlimited requests, ongoing staffing, administrative or virtual assistant support, or ownership of daily operations. Unrelated operational projects require their own scope review. Legal, tax, accounting, employment, and specialist regulatory advice must come from appropriately qualified advisers; purchasing a solution does not include those professional services. Your Statement of Work records engagement specific exclusions.

Existing records, interviews, and observation may help establish a baseline within the agreed method. Evidence limitations are recorded; limited documentation alone does not determine eligibility.

Suitable existing practices can be retained. The scope identifies what will be assessed, retained, strengthened, or developed.

We distinguish confirmed issues from risks and missing evidence, explain their implications, and compare recommended action with the signed scope. We remain responsible for committed deliverables; identifying a new issue does not automatically include every remedy. For example, correcting an agreed workflow document so it accurately reflects the approved process belongs to that commitment. Redesigning an unrelated department's workflow would require separate scope review. If a new condition prevents the agreed outcome, we discuss recovery options and document any necessary change before proceeding.

Yes, when the coverage is explicitly scoped and feasible. Broader coverage can change effort, dependencies, participation requirements, timing, and investment.

Standard Signature Solutions start at $20,000 per engagement for Foundation and Momentum and $30,000 per engagement for Assurance. For eligible Emerging Organizations, tailored Foundation and Momentum engagements have a starting baseline of $1,500 per month, subject to internal eligibility and scope approval. At that baseline, a four-month engagement totals $6,000, five months totals $7,500, and six months totals $9,000. The EO pathway does not include the full standard scope at a reduced price. Your proposal states the approved scope, total engagement investment, and payment schedule based on complexity and delivery requirements. Monthly installments distribute the agreed total; they do not create an open monthly service or additional deliverables.

The deposit is 50% of the first monthly installment, paid after signing and before services begin. It is credited toward that installment. For example, a $20,000 engagement paid across four $5,000 installments starts with a $2,500 deposit, leaving $2,500 for the remainder of month one.

The remaining first month balance is due at the end of the first agreed billing month. Subsequent monthly payments are due at the beginning of each agreed billing month, or on an approved payment schedule with installments every two weeks. Before work begins, the written payment schedule specifies actual dates, amounts, and billing periods, including how a start partway through a calendar month is handled. A billing month does not necessarily end on the last calendar day. The first month remainder and the next month's installment may fall on consecutive days. Review the dated payment schedule before signing so the payment timing and cash flow requirements are clear.

Payment frequency does not expand scope. The proposal states the total investment, delivery term, and installment schedule separately. Earlier completion does not automatically reduce the agreed investment or create additional work for unused payment periods.

These costs are identified during scoping. Your agreement states whether they are included, purchased directly by you, or separately reimbursable with prior authorization. A solution does not automatically include every supporting tool or external service.

The authorized scope defines the work. Investment reflects delivery requirements; it does not create unlimited access to capabilities or services.

You may request one. We assess whether scope and delivery remain feasible and document any required adjustment to scope, responsibilities, timing, or investment before agreement.

A solution is a defined scope, not an entitlement to a bank of hours. Any capacity arrangement must be explicitly agreed; unused planning time does not automatically create additional deliverables.

We can discuss a feasible narrower scope, phased work, a Single Service Engagement, an eligible Emerging Organizations pathway, or deferral. A smaller standard Signature Solution remains subject to the standard starting investment: $20,000 for Foundation or Momentum and $30,000 for Assurance. A lower budget does not automatically reduce that floor or include the full standard scope. Any eligible Emerging Organizations scope and investment are assessed separately; within Signature Solutions, Emerging Organizations is available only for Foundation and Momentum.

Completion is measured against agreed criteria. Earlier delivery does not automatically reduce the fixed total investment or add replacement work. The signed payment terms govern remaining obligations.

The deposit is credited to the first installment. Whether any amount is refundable depends on the signed cancellation terms, timing, work performed, and applicable obligations. Before signing, confirm how cancellation before launch and termination after work begins are treated. The Frequently Asked Questions does not establish a universal refundable or nonrefundable deposit rule.

Contact us promptly with the invoice and the specific concern. We review the issue and follow the agreement's requirements for notices, payment, resolution, and any permitted suspension. A billing question does not automatically pause delivery or change payment dates. The signed terms govern disputed and undisputed amounts; this Frequently Asked Questions adds no late fee or automatic penalty.

Work begins on the confirmed start date after the applicable Professional Services Agreement and Statement of Work are signed, the required deposit is received, and agreed launch requirements are met. If an active Professional Services Agreement already governs the relationship, the new engagement still requires its executed Statement of Work and start conditions.

Solutions are planned for four to six months, with up to one documented delivery buffer month to complete unfinished original scope. A four month engagement does not automatically extend to seven months. A six month engagement plus its one month buffer has a maximum seven month window. Buffer use, remaining deliverables, responsibilities, and revised milestones are confirmed in writing; it does not add new services.

An accountable sponsor and working contact, relevant information and system access, available reviewers, timely decisions, and participation in assigned actions. We confirm responsibilities and prerequisites before launch. Your organization retains authority over its decisions, personnel, budgets, and adoption.

We estimate participation during scoping, including working sessions, evidence collection, reviews, approvals, and any implementation assigned to your team. The engagement plan identifies the people and availability needed. There is no universal weekly time commitment; if your availability is limited, we assess whether the proposed scope and schedule remain feasible before agreement.

Standard touchpoints take place every two weeks. Every Signature Solution includes a written monthly summary covering progress, completed work, upcoming priorities, dependencies, risks, and decisions needed. We review it during the final touchpoint each month. The written summary is still provided if that meeting is rescheduled or canceled. Your engagement plan confirms the channels and location for the summary and how partial opening and closing months are covered. If an authorized pause occurs, its written arrangements specify whether a summary is provided during the pause and when regular reporting resumes; the active engagement schedule should not be assumed to continue unchanged.

The written monthly summary communicates engagement progress. Operational dashboards, performance reports, and deeper analysis are included when they are agreed deliverables. Their content and frequency are defined in your scope.

Yes, through the agreed channels. Response expectations are established for the engagement. The written monthly summary does not replace timely discussion of approvals, dependencies, or material issues.

We review any effect on decisions and milestones and arrange the next step through the agreed channels. Your written monthly summary is still provided even if the final monthly touchpoint does not take place. Any meeting rescheduling requirements are established in the engagement arrangements; a canceled meeting does not automatically create a fee or extend the engagement. An authorized pause is handled separately through its written reporting and delivery arrangements.

We confirm the approved shared location, authorized users, delivery formats, and access arrangements during onboarding. Final materials and the completion summary are delivered in the agreed location and format. Any post engagement access period or retrieval arrangement is confirmed in writing rather than assumed.

Relevant stakeholders can participate. Feedback should be consolidated through the designated contact, with an authorized decision maker resolving conflicts.

Notify us promptly. We confirm replacement authority, access, decisions, and dependencies and document any effect on the delivery plan.

Confirm the required information, authorized users, approved locations, and any special restrictions first. Access should be limited to what the scoped work requires. Specialized handling requirements may need additional terms.

Acceptance means the designated authorized reviewer evaluates a deliverable against its agreed criteria and the review outcome is recorded. Accepting a deliverable does not by itself authorize additional work. The standard approach includes two consolidated revision rounds per deliverable: substantive draft review and final refinement. Consolidated feedback is due within five business days of receipt. Correcting a failure to meet agreed requirements is distinguished from an additional revision request; exhausting the included rounds does not make an unmet requirement acceptable. New requirements go through change control. Silence does not constitute acceptance.

We document the effect and review sequencing and dates. Silence remains pending review rather than automatic acceptance. Any scope or financial consequence follows the agreement.

We review whether the request corrects a failure to meet an agreed requirement, refines the work within the included rounds, or adds a preference or requirement. Corrections to agreed requirements are not automatically charged as extra rounds. Additional revision work outside the included scope requires agreement on timing, capacity, and any investment before it proceeds.

We review the specific issue against the agreed criteria, document required corrections, and establish a resolution plan. The two included revision rounds do not excuse a failure to meet an agreed requirement or automatically turn its correction into additional paid work. Requests for new functionality are assessed separately.

Identify the specific requirement you believe has not been met and provide consolidated feedback through the designated contact. We compare the deliverable with the agreed acceptance criteria, record any required correction or unresolved difference, and use the agreed escalation process if necessary. Neither silence nor the scheduled end date establishes acceptance.

Yes. We can refine the proposed work as needs, prerequisites, and dependencies become clearer. Changes can affect the recommended solution, deliverables, timing, and investment. The executed Statement of Work records what both parties authorize.

Yes. Clarifications that do not materially change the agreed work can be recorded within the engagement. Material changes to deliverables, coverage, responsibilities, fees, capacity, or timing require an authorized written amendment or change order before the affected work proceeds.

A substitution can be considered, but it is not automatic. We review its relationship to the outcome, effort, dependencies, timing, and remaining capacity and document any agreed change.

Yes, where the additional work is independently scoped and combined capacity is confirmed. A separate engagement requires an executed Statement of Work; an addition to the existing engagement requires an authorized amendment or change order defining its deliverables, acceptance criteria, investment, timing, and dependencies. A request or tracker entry alone does not authorize work. We remain accountable for already committed deliverables. Newly discovered conditions are reviewed against those commitments rather than automatically charged as an add-on or automatically included without limits.

Yes. The Request for Project Proposal form is a way to describe additional work for review. Request for Project Proposal is a request pathway, not a purchased package. Submission does not add work, authorize delivery, or reserve capacity. We may request further discovery before recommending an engagement.

We assess whether another solution, a separate project, prerequisite work, or Strategic Partnership better fits. Additional capabilities are not automatically included. We explain the recommended approach, boundaries, dependencies, and investment before you commit.

A label change alone does not amend the engagement. We reassess completed work, remaining obligations, scope, timing, and investment and document an authorized change or new engagement where appropriate.

An active Professional Services Agreement can govern multiple SOWs. A separately defined engagement requires its executed Statement of Work and applicable payment and launch conditions. An authorized amendment or change order can modify an existing Statement of Work. A request, proposal discussion, or tracker entry alone does not authorize delivery. Changing or ending one Statement of Work does not automatically change another, although shared dependencies must be reviewed.

No. We assess urgency, fit, dependencies, and availability. A requested deadline is not a confirmed commitment until agreed.

Each Statement of Work is reviewed separately. Pausing or ending one does not automatically pause or terminate another. We assess shared resources, inputs, decisions, and deadlines and document any impact or authorized change to the affected engagement.

No request alone creates a commitment to purchase additional services. We explain whether the proposed work is optional, independent, or a dependency affecting the agreed outcome. If a necessary dependency remains unresolved, we discuss feasible recovery options and document any impact under the agreement. We do not silently expand the scope.

We record the dependency and its effect on milestones, assess what other scoped work can continue, and discuss recovery options. Any pause, restart, revised date, or financial consequence must follow the agreement and be documented. Delays do not automatically add deliverables or create an unagreed fee.

The buffer completes unfinished original scope and does not automatically increase the total investment. Any additional charge requires an explicit contractual basis or a separately approved amendment. New work is reviewed separately.

Contact us promptly so we can review the circumstances and the applicable agreement. Notice requirements, payments, credits, noncancelable commitments, and handoff responsibilities depend on the signed terms. For an authorized pause, confirm in writing the effective dates, remaining responsibilities, monthly summary arrangements, and restart conditions. A request alone does not pause work or cancel payment obligations.

We document the remaining deliverables, causes, responsibilities, and recovery options. Up to one documented buffer month may complete unfinished original scope, subject to the agreed timeline and a maximum seven month window for a six month engagement. There is no automatic extension to seven months for every engagement. Work still unresolved requires a documented resolution under the agreement; neither an unlimited extension nor an automatic extra fee is implied.

We document the dependency and assess alternatives within the agreed responsibilities. Third party delays do not automatically expand scope, create guaranteed dates, or authorize replacement costs.

We communicate the impact and discuss sequencing, revised milestones, scope, or other recovery options. Any material change is documented; a fixed deadline does not authorize unlimited effort.

We communicate the issue and its effect on agreed milestones, identify recovery actions and responsibilities, and discuss a revised delivery plan. We remain accountable for the services and deliverables assigned to us. A delay caused by theops co. does not by itself authorize an additional fee. Any change to contractual obligations or remedy follows the agreement.

The designated authorized reviewer evaluates committed deliverables, including any agreed implementation and validation work, against the acceptance criteria, and the review outcome is recorded. The completion record identifies delivery, review outcomes, ownership, and remaining actions. Material issues within scope require a resolution plan. Reaching the planned end date alone does not make an incomplete deliverable complete. Longer term organizational adoption is distinct from completion unless specific adoption activities or measures form part of the agreed acceptance criteria.

You receive the agreed final materials and a completion summary with evidence, limitations, remaining needs, and recommended next steps. Ownership of ongoing practices and maintenance responsibilities is confirmed. Further support is separately scoped; completion does not automatically enroll you in another engagement.

We are accountable for the services and deliverables we agree to provide. Longer term results depend on factors including decisions, adoption, resources, and external requirements. We do not promise savings, revenue growth, accreditation, or a specified maturity increase.

No. Scoped readiness and evidence work can support your preparation. External authorities make their own determinations, and specialized legal or regulatory advice remains separate.

Your agreement defines rights to client specific outputs, retained methodologies, embedded reusable materials, and third party content. We confirm permitted use and handoff formats before delivery; no blanket transfer of all underlying intellectual property is implied.

Formats, editable materials, training, and transition support are specified in the scope. They should be confirmed before signing rather than assumed at closure.

Ongoing maintenance is included only if explicitly scoped. Handoff identifies the client owners and maintenance practices. Continued execution, updates, or enhancements require their own authorization. If you discover a possible failure to meet an original requirement after handoff, report the specific issue through the agreed contact. We assess it against the original scope, acceptance records, and applicable agreement terms. That review distinguishes an original requirement issue from new maintenance or enhancement work; it does not establish an unlimited correction period.

Yes, subject to a new scope and availability. Prior work can inform discovery, but it does not automatically establish current readiness, pricing, or reserved capacity.

Raise the specific concern through the designated engagement contact. We review it against the agreed scope and criteria and use the agreement’s escalation and dispute process where needed.