Communication & Response Expectations
How and how quickly we communicate, so you're never left wondering.
Most frustration in a professional relationship comes down to mismatched expectations about communication, one side expecting instant replies, the other batching responses once a day. So we set expectations plainly up front. Here's how we communicate and what you can count on.
How we communicate
We keep communication clear, specific, and free of jargon, the same way we talk in this knowledge base. When we update you, we tell you what's done, what's next, and what (if anything) we need from you. We'd rather send a short, useful update than a long one that buries the point. Between scheduled check-ins, you'll have a clear channel for requests and questions (covered in "How to Request Work or Raise an Issue").
Response times
We aim to acknowledge your requests and questions promptly during business hours, even if the full answer takes longer to prepare. "We've got this and here's when you'll hear more" is itself a response, and it's one we try never to leave you without. The specifics, hours, turnaround targets, and the best channels, are set at kickoff so they fit your engagement, and we hold ourselves to them.
Urgent vs. everything else
Not everything is urgent, and pretending it is helps no one. When you flag something as time-sensitive, we treat it that way. When it's not, it goes into the normal flow and gets handled in turn. Being honest about urgency, in both directions, is what lets us respond fast to the things that genuinely can't wait.
What we ask in return
Communication runs both ways. The single most helpful thing you can do is respond promptly when we need an answer or a decision, because so much of the build depends on it. We keep our questions specific and batched precisely so they're quick for you to turn around. When both sides communicate clearly and promptly, the work simply moves faster, and the whole engagement feels lighter.
If something's not working
If the communication ever isn't serving you, too much, too little, wrong channel, say so. We'd much rather adjust than have you quietly frustrated. The goal is that you always feel informed and never feel ignored.