Process How an engagement runs
How an engagement runs: entry, operate, exit or expand.
Service levels go in writing before anything runs. The system lives on your accounts from the first day. You can leave any month with a handoff and a fix-it guide, which is also why most clients stay. No hourly meter anywhere.
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Intro call
Thirty minutes on a call. You bring the system nobody is accountable for, or the one you are about to buy. I ask what it costs you when it misbehaves, in hours, lost calls or rework, and who owns it today. By the end we usually know whether an entry engagement is worth your money. If it is not a fit, I say so and point you somewhere useful.
30 minutes · free -
Entry engagement
A fixed-scope first engagement on your own accounts. Either paid discovery, ending in a build, buy or skip memo with kill criteria, a specification and an evaluation set; or a point-in-time verification of a system someone else built, ending in a findings report. You keep everything whether or not we go further. Discovery is credited against the subscription if you start within 90 days.
fixed scope · one to three weeks · credited -
Service levels, in writing
Before anything is operated, three things go in writing. The response windows for each severity, in business hours, Pacific time. The fallback on your side for the hours I am not there. The exact metric set the monthly report will carry. Every response commitment is backed onto the upstream vendor’s published service level, and the report shows theirs next to mine. There is no hourly meter anywhere.
response windows · business hours · one report -
Operate on your accounts
The system runs on your accounts, under logins you control, with me as an invited user you can remove. Evaluations, drift checks, consent-ledger sampling and spend telemetry run unattended on my own automation and page me on exception. Context changes are logged with the evaluation delta they caused. Nothing changes in production without a note in the log.
subscription · your logins -
The monthly report
The report is the deliverable. Same metric set every month: answer and containment rate on voice, routing accuracy and latency on intake, grounding score on the golden-question set, incidents by severity with time to acknowledge, context changes with their evaluation deltas, and spend. If you only read one thing from me a month, it is this page.
the deliverable -
Exit or expand
Any month, you can stop. The exit is a handoff with training for whoever runs it next and a written fix-it guide, and the system keeps working because it was never on my accounts. Or expand: for clients already on the subscription, the fractional lead adds a named person accountable for AI across the business, a few seats at a time.
handoff + fix-it guide · or fractional lead
At every point What you own
Everything. That is the point.
If we never speak again, it keeps working, and anyone you hire can change it.
The accounts
Every tool, number, model key and registration is under your logins, with you as owner and administrator. I work as an invited user, and you can remove me the day we finish.
The context
The knowledge base, the golden-question set, the consent ledger and the vendor ledger are plain files in your drive. They are the part no vendor can regenerate, and they leave with you.
The reports and the evaluations
Every monthly report, every evaluation run and every change log, in your drive, not a portal you lose access to. A new operator can read the whole history on day one.
The exit
No notice period longer than a month. The handoff is training for whoever runs it next and a written fix-it guide. Nothing was ever on my accounts, so nothing stops.
From you What I need
Four things.
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Access to the accounts you own
Admin on the tools in scope, or someone who can grant it. Nothing gets built or run on an account I own.
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One person who can decide
Usually you. Small decisions need an owner or the work stalls waiting for them.
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A named fallback on your side
The response windows are business hours. Outside them, one person on your side knows how to put the system in its safe mode, and the fix-it guide tells them how.
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Honest answers about what is slow
Including the workarounds nobody is proud of. Those are usually where the real process lives.
Step one is thirty minutes.
No prep, no pitch. We figure out whether an entry engagement is worth your money.