Company
TFD-0013: Client Communication Standard
id: TFD-0013 title: Client Communication Standard status: accepted date: 2026-03-28 participants: [Oscar, Dana]
TFD-0013: Client Communication Standard
Context
Post-delivery support channels were undefined (CI-0006). STM and VAH had no standard escalation path.
Decision
Email is the primary communication channel for beta clients. Automated emails handle order lifecycle events. Manual communication for questions and support.
Communication Matrix
| Event | Channel | Trigger | Owner |
|---|---|---|---|
| Order confirmation | Automated email | Intake form submitted | System |
| Payment confirmation | Automated email | Stripe webhook | System |
| Stage advancement | Automated email | Admin advances stage | System |
| Delivery ready | Automated email | Artifacts added at Stage 7+ | System |
| Questions / support | Manual email | Client initiates | Dana |
| Escalation | Scheduled video call | Complex issue or 2+ email rounds | CEO |
Support SLA (Beta)
- First response: within 24 business hours
- Resolution target: 3 business days
- Escalation: if unresolved after 2 email rounds → schedule call
Consequences
- All factory roles must use automated emails for lifecycle events (not manual)
- Dana owns client relationship post-delivery
- CEO escalation is last resort, not default