For relatively large or non-trivial projects we propose a standard protocol of communication with our clients. This holds for the whole range of our services, while includes both offer preparation and project-processing interaction. The proposed protocol is described here.
For an offer, we initially require:
- a short description of the purpose of your project (production, proof-of-concept, sales & marketing, etc),
- documents that describe your project (typically text, technical drawings, sketches and material lists),
- your requirements on the deliverables (e.g. stills, animation, integrated presentation, geometrical-algorithmic analysis, project-specific applications etc), and,
- your deadlines.
More abstract requirements, such as conceptual ones or –in the case of a 3D visualization– desirable atmosphere, sensation and impression, as well as more information on the aim of your project, are welcomed and help us optimize the impact of the final product. Our experience shows that this kind of information results in a better understanding of your needs, while it helps us customize our work to the “deep purpose” of your project.
- We reply with a standard document that contains our intent to participate or not, depending on whether we can meet the deadlines. You may also find an addendum with clarification questions that we need answered in order to create the offer. After this, we will finalize and communicate the date that you will receive our offer/proposal. The offer may include different project-analysis scenarios designed with respect to your requirements, each one with its cost breakdown. There, you will also find the project map, its phases and deliverables, and, finally, the acceptance and payment dates.
- If you select one of our proposed scenarios, and upon your commissioning us, we start work on your project. As per our offer, our work is divided in phases, each one associated with either a different part of your project or a different level of abstraction, as well as a different fee and date.
- At the end of each phase we present to you the progress of our work. If you are satisfied, you pay the fee and you get the products of this phase (if such products have been agreed for the specific phase), while our work proceeds to the next phase. This way you never pay for something you have not seen, while you have the option to terminate the project at any phase.
- At the end of the final phase you will get a full preview of the final deliverables. By paying this phase’s fee, which concludes the cost of the production, we will send the final deliverables (or, if you so wish, all deliverables since the beginning in one bundle).
- If, during our work, you change your mind about some project specifications, or you sent us new material that exceeds our agreement, we will try to respond to your revisions without charge. This free-of-charge service may not be possible for all revisions, especially for those that have a major impact on our workflow, however, we will present your cost options in advance for each (non-free) revision, so you will be able to evaluate the options and decide.
You can start a project-specific communication with us, no matter if this will conclude to an agreement or not, by sending us an e-mail: write your specifications and attach your project’s files (acceptable file formats: .zip .rar .doc .docx .dwg .dxf .pdf .jpg .tif). Then, you receive an e-mail from us with your username and password for your safe page which you can reach by selecting “Client Area” in the menu area of our website. From this point, this is where your project-specific communication with our project manager will take place. The communication typically starts with our quotation, while includes message and file exchange, previews of our work progress, as well as –in case of agreement– deliverables and invoice for each project’s phase. For payments we use a secure online bill payment center or a direct deposit to our banking account.
Please, feel free to communicate with us via e-mail, phone or Skype if you have any questions or want to discuss aspects of your project. For non-trivial issues, the safe client page is our preferred method of communication, as it helps both sides to keep an audit trail of what (and when) was discussed, agreed, produced or delivered.