Service Delivery Policy

1. Services Covered

CrossLoom provides customized website design and development, workflow automation, systems integration, database configuration, dashboards, reporting, technology consulting, troubleshooting, and support. These are electronically delivered services. We do not ship physical products through this website unless a separate written agreement states otherwise.

2. Before Work Begins

A project may begin after the client has completed the following starting conditions. Dates are estimates unless expressly identified as firm deadlines.

• Approved the applicable proposal, statement of work, estimate, or invoice.
• Paid any required initial payment.
• Supplied the information, content, credentials, access, and approvals needed to begin.
• Completed required third-party account setup.

3. Phased Projects and Payment

Projects may be divided into discovery, planning, design, development, integration, testing, deployment, and handoff. Payment may include an initial deposit, milestone payments, payments assigned before a later phase begins, and a final payment before launch, transfer, administrative access, or handoff. The proposal or invoice states the actual amounts and triggers.

4. Delivery Methods

• Deployment to a website, hosting service, database, or approved platform.
• Transfer of files, source code, documentation, reports, or credentials.
• Access to a shared repository or project workspace.
• A live or recorded demonstration.
• Configuration of an approved client-owned account.
• Email confirmation that a milestone or service is complete.

5. Delivery Timing

Timing varies with scope, complexity, integrations, third-party dependencies, revision cycles, and client responsiveness. The estimated schedule begins when all stated starting conditions are met. The schedule may change because of delayed client content or approvals, scope changes, third-party issues, newly discovered technical or compliance conditions, or events beyond either party's reasonable control.

6. Milestones and Client Review

When a milestone is presented, the client should provide approval or specific feedback within the stated timeframe. A material failure to meet the written scope should be reported within 10 business days after delivery or demonstration. CrossLoom will have a reasonable opportunity to investigate and correct confirmed in-scope issues. New features, preference changes, or additional revisions may be additional work.

7. Third-Party Accounts and Costs

• The client normally owns and controls client-specific third-party accounts.
• The client pays third-party fees directly or reimburses only approved expenses.
• Third-party review and activation times are outside CrossLoom's control.
• Delivery dependent on a third party may be delayed by that provider.

8. Final Delivery and Access

Final deployment, administrative access, ownership transfer, or release of final files may depend on payment of the applicable balance. After full payment, the client receives the deliverables and rights described in the project agreement. Clients are responsible for safeguarding delivered credentials, files, and backups after transfer unless ongoing maintenance is included in writing.

9. Support and Maintenance

Post-delivery corrections for confirmed in-scope issues are handled according to the project agreement. New features, enhancements, content updates, third-party changes, training, monitoring, and ongoing support are not included unless stated in writing. Optional monthly maintenance, a support retainer, or hourly support may be purchased separately.

10. Receipts, Records, and Contact

Payment receipts are provided electronically by CrossLoom or the payment processor. Proposals, invoices, emails, demonstrations, approvals, and delivery confirmations may be retained as project records. Questions about delivery may be sent to kevin@crossloomconsulting.com.