Tanduo Delivery Team

• The Tanduo Delivery Team will be led by a Project Lead who will serve as the main point of contact for the Client. 
• The Tanduo Delivery Team will consist of two or more software engineering resources, one of which will be the Project Lead, depending on the capacity of the current engagement with the Client.
• The Tanduo Delivery Team will make the Client aware if the Tanduo Delivery Team needs to adjust hours for any reason.   

Execution

• The Tanduo Delivery Team will maintain the backlog of work in a way that is visible to the Client.
• The Client will work closely with the Tanduo Delivery Team to help curate the backlog of work.

Communication

• The Client will make themselves available to the Tanduo Delivery Team and actively participate in regular meetings, emails, and other forms of communication.
• The Tanduo Delivery Team will provide weekly budget, progress, and backlog updates to the Client.

Feedback

• The Tanduo Delivery Team and the Client agree that the best outcomes are created by sharing feedback and pushing each other to be our best.
• Tanduo Leadership will gather quarterly feedback on the Tanduo Delivery team including individual team member performance.

Work Approvals and Changes  

• The Client will approve work before the Tanduo Delivery Team starts the work.
• The Tanduo Delivery Team will provide estimated impact on originally agreed upon work if requirements change or new information is learned in the middle of the week.  

Client Priority Levels

• Critical – the problem interrupts production service and causes serious issues.  
• Major – the problem causes disruptions to day-to-day tasks but work is able to resume.
• Minor – the problem results in no impact on service or workflows.
• Enhancement – requests for new functionality will be added to the weekly prioritized backlog

Team Availability

• Email and Chat Support: Monitored from 9:00 A.M. to 5:00 P.M Central Standard Time, Monday-Friday excluding United States Holidays.
• Emails and Chats outside of working hours will be answered the next business day.
• Work that is required to be done outside of these times needs to be planned in no less than one week ahead of time.  

Response Times

Emails and chat messages will be answered within the following times based on priority level:

The Tanduo Delivery Team will provide estimates to restore service in the case of a Critical issue. All other levels will be prioritized with the Client against the current backlog.