Service Delivery Policy

Published or agreed delivery timelines begin after Northbridge has received all applicable prerequisites, which may include confirmed scope; required payment; the completed intake questionnaire; requested documents; authorized system access; identified customer contacts; required approvals; brand or content materials; and, where applicable, kickoff completion.

Payment alone does not start the timeline when required information or access is still missing.

For ACH, required payment means settled payment: an accepted ACH submission or Processing status does not start delivery timelines. If paying by ACH, intake remains locked while the payment is Processing and opens only after trusted settlement confirmation.

General Contact, Proposal, Consultation, fit-review, and Support forms do not collect payment or create a paid order. Product checkout and Client Operations Portal Start Project follow their published purchasing processes. After successful Start Project submission, Northbridge creates the project and Invoice #1 and takes you directly to secure payment. A payment link is also emailed as a backup; you do not need to wait for that email. No charge is submitted on the Start Project form. Detailed intake unlocks only after trusted confirmation of the first milestone payment or full payment. A delivery timeline begins only after the applicable payment, intake, access, and other stated prerequisites are satisfied. For online purchases, a purchase is not confirmed until the payment provider confirms the transaction.

"Business days" means Monday through Friday, excluding United States federal holidays and any Northbridge closure that has been separately communicated. Delivery on weekends or holidays is not expected unless separately agreed.

Deliverables may be provided through email; a downloadable or shared PDF; a secure shared workspace; a source-code repository; deployment to an approved environment; a recorded walkthrough; a live handoff call; or a written delivery confirmation.

Delivery is considered transmitted when it is sent to or made available at the customer's designated contact or approved workspace. Transmission does not eliminate the applicable defect-remediation period.

Depending on the engagement scope, electronic delivery may include reports, documentation, source code, configured applications, integrations, deployment artifacts, credentials, training material, or technical recommendations.

Workflow Quick Scan: within 2 business days after payment is confirmed and complete intake information is received.

Workflow Review: within 3 business days after complete intake.

Integration Readiness Assessment: within 5 business days after the kickoff call and receipt of complete information.

Automation Blueprint: typically 5–7 business days after kickoff and receipt of complete information.

Workflow Automation Prototype: typically 7–10 business days after confirmed payment and complete intake.

Focused Automation Implementation: typically 10–15 business days after scope confirmation, access, and the required project-start payment.

Internal Operations Starter System: typically 20–30 business days after scope confirmation, access, and the required project-start payment.

Client Operations Portal: typically approximately 30 active consecutive calendar days after the required start conditions are satisfied — confirmed required payment, completed project intake, and the information and access reasonably required to begin the first milestone — excluding documented periods when Northbridge is waiting for required customer action, access, information, confirmation, milestone payment, or external dependencies. The timeline does not begin on payment alone while intake or access is incomplete. Work is delivered through six milestones (Days 1–4, 5–9, 10–14, 15–20, 21–25, 26–30); these are project sequencing estimates, not calendar guarantees. At each milestone Northbridge sends a Milestone Completion Report and the applicable deliverables by email and through the secure project page; the customer may Confirm Receipt & Continue or Request a Correction. The final milestone covers production deployment and handoff.

"Typically" describes an estimated range and is not an unconditional guaranteed deadline.

Please review each delivery promptly and provide consolidated feedback. Included revision rounds are product-specific, and feedback must relate to the approved scope.

Separate or conflicting feedback may require clarification before Northbridge continues. Additional requirements identified during review may require a change request.

Failure to use a revision round does not create a cash refund or credit unless Northbridge agrees otherwise in writing.

Delivery may be delayed by incomplete or inaccurate information; delayed customer decisions; unavailable credentials; third-party outages; API changes; vendor approval processes; security concerns; material scope changes; and events outside Northbridge's reasonable control.

Northbridge will communicate material expected delays and revised estimates when it can reasonably do so.

Workflow Quick Scan, Workflow Review, Integration Readiness Assessment, and Automation Blueprint clarification, correction, and revision rights are stated on the respective product pages. The Workflow Automation Prototype includes one consolidated in-scope revision round requested within 7 calendar days of delivery and 14 calendar days of defect-remediation support for failures to meet the published prototype scope.

Focused Automation Implementation includes 14 calendar days of defect-remediation support beginning on production deployment. Northbridge records and communicates that date.

Internal Operations Starter System includes 30 calendar days of defect-remediation support beginning on production launch. Northbridge records and communicates that date.

Client Operations Portal includes 30 calendar days of post-launch defect-remediation coverage beginning on the later of final production deployment and completion of the administrator handoff session; both dates are recorded and shown on the secure project page.

"Defect" means a material failure of delivered functionality to conform to the applicable agreed scope. New features, changed requirements, additional integrations, added roles, additional screens, expanded workflows, third-party changes, and misuse are not defects. Ongoing maintenance is available only through a separate agreement.

Northbridge may request written confirmation of receipt, deployment, testing, or handoff. Delivery records, emails, work logs, repository history, meeting notes, and deployment confirmations may be retained as business records.

Written customer confirmation does not waive unresolved scope defects that are reported during the applicable defect-remediation period. This includes Client Operations Portal milestone receipt confirmations.

Cancellations and refunds are governed by the Refunds and Cancellations Policy. Website use and engagement terms are governed by the Terms of Service. Handling of personal information is governed by the Privacy Policy. Request intake and fixed-scope product fulfillment are governed by the Service Fulfillment Policy.