Terms & Conditions – Implementation Guarantee

Should you choose to include one of the following advanced add-on modules, an additional 4–8 weeks will be added to your agreed program timeline:

• Complex Manufacturing with Warranty Management
• Complex Manufacturing, Site Installation via Projects, with Warranty Management

Where an add-on applies, your revised delivery window will be confirmed in writing at the time of engagement and will be reflected in your project agreement.

Our implementations are delivered as a structured, mentor-led program. This means we guide, configure, and work alongside your team throughout — but your team are active participants in the delivery, not passive recipients. Your people will need to be available, prepared, and committed to doing the work alongside us.

This approach is intentional: it builds internal capability, accelerates adoption, and ensures the solution truly fits your business. It also means the pace and success of delivery is a shared responsibility.

• On Time: Your program will be delivered within the agreed window confirmed at sign-off, measured as active delivery weeks. If we fail to deliver within the agreed program duration for reasons within our control, we will complete the outstanding sessions at no additional cost to you.
• In Full: All functionality agreed and documented within your signed project agreement will be delivered. Scope changes requested after sign-off may be subject to a formal change request process.
• On Budget: The price agreed at contract will be the price you pay for the agreed implementation. We do not apply hidden charges or retrospective costs. Any change requests outside of agreed scope will be quoted and approved by you before work commences.

We understand that business life doesn't pause during an implementation. Clients may request scheduled breaks or extensions during their program — for example, to accommodate peak trading periods, staff leave, or internal readiness. Where these are agreed in advance and documented in the project plan, they are a normal and supported part of how we work.

However, client-requested breaks and extensions sit outside the delivery guarantee. Our guarantee applies to the active program duration — the number of weeks we are engaged and delivering. Time paused at the client's request does not count against our guaranteed delivery window.

To be clear: if you request a four-week break mid-program, your overall calendar end date will move by four weeks, but our delivery commitment remains intact and unchanged.

1. Agreed Scope: The guarantee applies to the scope documented and signed off at project commencement. Requests to expand scope during delivery will be managed through a formal change control process and may affect timeline and cost.
2. Client Team Availability: This is a mentored program — your team must be available, resourced, and ready to participate throughout delivery. This includes attending sessions as scheduled, completing assigned tasks between sessions, providing data and sign-offs within agreed timeframes, and ensuring key decision-makers are accessible. Where client-side delays impact program progress, the affected time will not count against our guaranteed delivery window.
3. Kick-Off Date: Active program timelines commence from the confirmed project kick-off date, following receipt of a signed agreement and payment.
4. Client-Requested Breaks: Scheduled breaks or pauses requested by the client and agreed in writing are excluded from the active delivery timeline. The guarantee clock applies only to weeks in which active delivery is taking place.
5. Add-On Modules: Where optional add-ons are selected, the extended timeframe stated above will apply and will be reflected in your project agreement. 
6. Third-Party Dependencies: Where delivery relies on third-party systems, integrations, or licencing outside of our direct control (e.g. Microsoft licensing delays, third-party API availability), timelines may be adjusted. We will notify you promptly of any such dependency and work with you proactively to mitigate impact.
7. Program Eligibility: This guarantee applies to DIY-ERP implementations of Microsoft Dynamics 365 Business Central delivered by us under an agreed project contract. It does not apply to time-and-materials engagements, support retainers, or bespoke development projects unless explicitly stated in writing.