1. Discovery and implementation are distinct
Discovery & Design produces the agreed current-state findings, target design, dependencies, implementation scope and plan. It does not authorise implementation. A migration or other implementation requires an agreed statement of work identifying systems, volumes, waves, exclusions and deliverables.
2. Plan and readiness
We record prerequisites, owners, licences/tooling, source and destination access, backups or recovery measures, test cases, cutover windows and acceptance criteria. You confirm business readiness, retention and legal requirements, and the people authorised to approve changes. Missing prerequisites are escalated before cutover.
3. Change control
Implementation follows the agreed change record and approvals, including a CAB where your policy requires one. We document validation, rollback decision points and limitations, communicate the planned impact and record the outcome. Unexpected scope or risk is brought to the authorised owner before proceeding beyond approved authority.
4. Migration boundaries
The order specifies mailboxes, supported data, size assumptions, archive handling, identity/coexistence work, client configuration and post-cutover support. Website component allowances are not a commitment to migrate unsupported data or preserve unsupported features. Tool licensing and third-party charges are separately identified.
5. Fixed-price gateway installation
The order identifies one gateway product and the tenants, mailbox systems, domains and users included. Standard scope comprises the mail-flow review, implementation/rollback plan, directory and routing setup, baseline licensed protection policies, authentication and supported bypass checks, one business-hours cutover, validation and administrator handover. Five business days of post-cutover configuration corrections are included. Engineering allowances calculate the fee; supplier overruns within the agreed scope do not increase it. Licences, existing-fault remediation, hybrid systems, gateway replacement, custom policies, application relays, specialist integrations and extra cutovers are excluded unless expressly included in the order. Scope changes require written approval. Standard payment is 25% deposit, 50% before implementation and 25% on acceptance, subject to the signed order. Corrections required because we failed to meet the agreed acceptance criteria remain governed by the common terms.
6. Acceptance and handover
We verify the agreed success criteria, record exceptions and provide the agreed configuration and operating documentation. The order sets the customer review period and any included post-cutover support period. Defects attributable to our failure to meet the agreed scope are corrected without an extra service fee. New requirements follow change control.
7. Fees, delays and termination
The order defines milestone charges and payment dates. Customer or third-party delays are reviewed with their effect on dates and approved costs; they do not create automatic extra charges. If terminated, completed services and approved unavoidable commitments are payable on the agreed basis; we provide the agreed work-in-progress and exit handover. Common business and completed processing terms apply.
The complete agreement
The selected service schedule, business service terms, data-processing agreement where applicable and completed signed order form the engagement. See how we work with your IT team.