How we communicate and what you get
The complaint about offshore delivery is almost never about the work. It is about not knowing what is happening. So the communication model is defined up front, in writing, rather than discovered over the first three months.
Channels
Not email threads and not a ticket portal. You talk to the people doing the work, directly, in a channel your whole team can see.
One person accountable for the account who knows the detail. Not an account handler relaying messages to a delivery team.
You can ask the SEO about the SEO. We do not route technical questions through a commercial layer.
For clients in India, the UAE and the Gulf especially, this is the channel people actually read. Used for escalation, not routine updates.
Response commitments
| Type | Commitment | Channel |
|---|---|---|
| Routine question | Same working day, inside your coverage window | Slack / Teams |
| Deliverable feedback | Actioned within 2 working days | Slack / project tool |
| Urgent incident | Under 2 hours, including out of hours | WhatsApp / phone |
| Scope or budget change | Written estimate within 2 working days | Email, for the record |
Reporting cadence
A Looker Studio dashboard you can open at any hour without asking. No waiting for a monthly PDF to find out how the month is going.
What shipped, what moved, what is next, what is blocked. Short and in the channel, not a deck.
A live call against the metrics agreed at kickoff — with the specialists present, not a summary of their work.
Step back from execution: what is working, what should stop, where next quarter's budget goes.
Escalation
If something is wrong, you should never have to work out who to tell. The path is: your growth manager, then the delivery lead, then the founder — with contact details for all three given at kickoff, not on request.
Every account has a standing invitation to escalate past the growth manager without it being awkward. A supplier who makes escalation uncomfortable is a supplier who finds out about problems late.