Service Delivery Policy

1. Kick-off and scheduling

Once your brief is received and a quote is approved, we issue an engagement letter with the proposed kick-off date, milestone schedule, and named delivery lead. Most engagements kick off within 7 to 14 business days of the engagement letter being signed and the deposit cleared.

2. Delivery zones

• Lagos and the South-West — same-week mobilisation for most engagements; site-visit fees waived above NGN 50,000 of services.
• Other Nigerian states — mobilisation includes travel and per-diem, quoted per engagement.
• Outside Nigeria — international engagements quoted on a per-engagement basis to cover travel, visas, and equipment shipping.

Remote engagements (e.g. consultancy, software development without on-site presence) do not attract a site-visit fee.

3. On-site visits

For engagements requiring on-site work, our delivery lead coordinates with your property to:

• Confirm working hours, BoH access, and any 24-hour-property constraints (we will not stop your operations to do our work).
• Provide names, IDs, and PPE for engineers visiting the property.
• Comply with your security, health, and safety policies.

4. Hardware shipping

Where an engagement includes hardware (POS terminals, network gear, server-rack equipment), shipping is door-to-property and tracked. Risk transfers on delivery and acceptance at the property. Damaged-on-arrival items are replaced at no cost when reported within 48 hours of delivery, in line with the manufacturer’s warranty.

5. Acceptance and hand-over

Each milestone has acceptance criteria stated in the engagement letter. On completion, we share an acceptance form. You have 5 business days to test and accept (or to flag re-work). After 5 business days without feedback, the milestone is deemed accepted unless a written objection has been raised.

6. Documentation and post-go-live

Every engagement ends with a written hand-over: as-built documentation, login credentials handed to your IT lead, and a 30-day stabilisation window during which we triage any issues that turn out to be linked to the work delivered. Optional annual support retainers are available — see Training & Consultancy.

7. Issues with delivery or access

If an engagement is delayed by factors on your side (e.g. site not ready, network drops not pulled, decision-makers unavailable), we may revise the schedule and pass on standby costs as defined in the engagement letter. We will always communicate delays in writing as soon as we become aware of them.