HMD Aviation Start a brief
Start a brief

Service 04 · Ongoing support

Ongoing support, with terms to be agreed

An ongoing support retainer is available as a standalone engagement or after a project. The work and commercial terms are to be agreed in a written scope.

Starting point

Written scope to be agreed

No standard hours, capacity, response commitment, service level, overage, rollover, term, renewal or cancellation policy is set. Any applicable terms must be agreed in writing before an engagement begins.

Discuss ongoing support

Items to agree in the written scope

  • The website or administrative workflow to be supported.
  • The requested maintenance, changes or enhancements and their review process.
  • The people responsible for requesting and approving work.
  • The records and handover material required for agreed changes.

Not implied or included

  • Unlimited assistance or unbounded project work.
  • 24/7 emergency, dispatch or safety coverage.
  • Changes outside the agreed systems and authorization.

Delivery sequence

One accountable path from brief to handover.

  1. 01

    Bound the work

    Agree the users, inputs, dependencies, exclusions and evidence needed to judge completion.

  2. 02

    Build for review

    Work in a controlled review environment with representative content and failure cases.

  3. 03

    Test the real journey

    Verify navigation, data handling, approvals, errors and the agreed acceptance criteria.

  4. 04

    Release and hand over

    Identify the delivered version, outstanding limits, access boundary and operating instructions.