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How We Work
A predictable, documented process from first phone call to annual review.
Seven stages, each with a deliverable
Every stage below ends with something you can read, check or keep. That is the test we apply: if a stage produces nothing you can hold onto, it is not a stage, it is a delay.
Initial conversation
A fifteen-minute call to understand the building, the headcount, the deadline and the budget range. If we are not a fit, we say so on this call rather than three weeks later. Deliverable: an honest yes or no.
Site survey
We walk the space with you, photograph existing infrastructure, measure pathways, check comms room power and cooling, and note any asbestos, fire-stopping or access constraints. Deliverable: a survey summary with photographs.
Design & proposal
Drawings, a bill of materials, a schedule and a fixed price, with optional items priced separately. Reviewed and signed off by the owner before it reaches you. Deliverable: a written fixed-price proposal.
Scheduling & coordination
Agreed work windows, insurance certificates issued, materials ordered and staged in our Austin warehouse, and any contractor coordination meetings attended. Deliverable: a dated project schedule.
Installation
Crews work the agreed windows with daily progress notes. Change requests are priced and approved in writing before any extra work happens — never as a surprise on the final invoice. Deliverable: daily progress updates.
Testing & hand-over
Certification testing on every link, labelling verified against the floor plan, configuration backups taken, and a walk-through with your team. Deliverable: test reports, as-builts, credentials, warranty letter.
Support & annual review
Warranty support as standard, optional managed plans, and a yearly review of capacity, licences and hardware end-of-life so next year's budget is not a surprise. Deliverable: an annual written review.
If something goes wrong
Warranty issues are attended without argument. Escalation goes to the owner directly, and we publish that path deliberately — a complaint that cannot reach a decision-maker is not a complaints process. Deliverable: a named escalation contact.
Response and service commitments
These targets apply to clients on a support plan. Project clients receive warranty response within two business days.
| Priority | Definition | First response | On-site target |
|---|---|---|---|
| P1 — Critical | Complete site outage, phone system down, or business operations stopped | 30 minutes | 4 business hours |
| P2 — High | Significant degradation affecting multiple users or a key department | 2 business hours | Next business day |
| P3 — Standard | Single-user issue with a workaround available | 1 business day | Scheduled |
| P4 — Scheduled | Moves, adds, changes and planned improvement work | 2 business days | By agreement |
Targets are measured during business hours (Monday–Friday, 8:00 AM – 6:00 PM CT) unless an after-hours cover option is included in your agreement. Exact commitments are set out in your signed service schedule.
How we quote, and why we do not publish price lists
Fixed-price projects
Installation work is quoted as a fixed price against a written scope. If the scope changes, we issue a priced change order for approval before the work happens.
Flat monthly support
Support plans are billed monthly per site and per device count, so your cost is predictable and we are not incentivised to leave problems unresolved.
Hourly, when it suits you
Ad-hoc callouts are billed hourly with a one-hour minimum and a rate agreed in advance. No travel surcharges inside our core service area.
We do not publish per-drop or per-hour price lists because the honest number depends on ceiling height, pathway access, existing infrastructure and how much of the building is occupied while we work. A generic figure would either overstate your cost or understate it — both waste your time. A survey takes about an hour and produces a number we will stand behind.
Ready for a survey?
Book a site visit and receive a fixed written proposal, usually within five business days.