Standard Operating Procedures

Client Onboarding

Every client relationship begins with a structured onboarding process to ensure we are fully aligned before any work begins.

1. Initial Inquiry. Client submits a contact form or reaches out via email or phone. Gray Matter LLC responds within one business day to acknowledge the inquiry.
2. Discovery Call or Email Exchange. A 15–30 minute call or email exchange is conducted to understand the client's goals, timeline, budget, and project scope. No fees are charged for discovery.
3. Proposal Delivery. A written project proposal is sent within 2 business days of the discovery session. The proposal includes scope, deliverables, estimated timeline, pricing, and revision terms.
4. Proposal Review & Acceptance. The client reviews the proposal and may request clarifications. Once accepted, both parties confirm via email or digital signature.
5. Deposit & Agreement. The client submits the required deposit (50% of total project cost) and signs the Client Service Agreement. Work does not begin until both are received.
6. Onboarding Intake Form. Client completes a brand intake form covering business name, colors, fonts, target audience, competitor sites, and any existing assets to be used.

Communication Standards

Clear, timely communication is fundamental to every successful project. The following standards apply to all client engagements.

• Preferred Channels. All project communication is conducted via email or scheduled video call. Phone calls at 334-652-2601 are accepted for urgent matters. Social media DMs are not monitored for project updates.
• Response Time. Gray Matter LLC responds to client messages within 24 hours on business days (Monday – Friday). Messages received on weekends or holidays are addressed the next business day.
• Status Updates. Clients receive a progress update at each major project milestone (design draft, development build, pre-launch review). Updates are delivered via email.
• Written Record. All scope decisions, change requests, and approvals must be confirmed in writing via email to maintain a clear project record.
• Feedback Submissions. Client feedback should be consolidated and submitted in a single message or document per round to maximize clarity and minimize revision time.

Project Kickoff

Once the deposit and signed agreement are received, the official kickoff process begins within 2 business days.

1. Asset Collection. Gray Matter LLC sends a checklist of required assets: logo files (SVG or PNG), brand colors (hex codes), fonts, photography, and any copy or content to be used on the site.
2. Kickoff Confirmation. A kickoff email is sent to the client confirming the project start date, estimated milestone dates, and a single point-of-contact for the engagement.
3. Project Board Setup. Internal project tracking is established to monitor tasks, deadlines, and deliverables throughout the build.
4. Hosting & Domain Access. If the client's existing hosting or domain access is needed, credentials are requested securely. Clients are encouraged to share access via a password manager rather than plain email.

Design & Development Process

All projects follow a structured build pipeline to ensure quality and consistency at every phase.

1. Wireframing & Layout Planning. A structural layout is drafted based on the agreed scope and intake information. This defines page hierarchy, content blocks, and navigation flow.
2. Design Mockup. A visual mockup (or live staging preview) is created applying the client's brand identity, color palette, and typography. This is shared with the client for review and approval before development continues.
3. Development Build. Once the design is approved, the full build begins — including all pages, interactive elements, forms, third-party integrations, and responsive behavior across device sizes.
4. Content Integration. All client-provided content (copy, images, video embeds) is integrated and formatted. If the client has not provided content by the agreed content deadline, placeholder content may be used and swapped in later — potentially delaying the timeline.
5. Internal QA Check. Before any preview is shared with the client, Gray Matter LLC performs an internal quality check covering browser compatibility, mobile responsiveness, link functionality, form behavior, and load performance.

Revisions & Quality Assurance

Revisions are a structured, collaborative step — not an open-ended process. The following procedure applies to all revision rounds.

• Preview Delivery. A staging link or screen recording is shared with the client for review. The client has 5 business days to submit consolidated feedback.
• Feedback Format. Feedback should be provided as a numbered list organized by page or section. This minimizes back-and-forth and speeds up turnaround.
• Revision Turnaround. Standard revision requests are addressed within 2–3 business days of feedback receipt, depending on the volume of changes.
• Scope Boundary. Revisions are limited to changes within the original project scope. New features, additional pages, or structural redesigns require a separate change order and may incur additional fees.
• Final Approval. Once all revisions are complete, the client provides written approval to proceed to launch. No launch occurs without explicit client sign-off.

Website Launch & Go-Live

Launch is a milestone that requires preparation, coordination, and final client confirmation. The following checklist governs every go-live event.

1. Final Balance Due. The remaining 50% project balance must be received in full before launch files are deployed or transferred to the client.
2. Pre-Launch Checklist. Gray Matter LLC completes a final checklist: all links functional, forms tested end-to-end, mobile layout verified, page titles and meta descriptions set, favicon installed, 404 page configured, and SSL certificate active.
3. DNS & Hosting Deployment. Files are deployed to the client's hosting environment or a new hosting account is set up per the agreed plan. DNS records are updated as needed.
4. Post-Launch Verification. After DNS propagation (typically 15 minutes to 24 hours), Gray Matter LLC verifies the live site for correctness, HTTPS enforcement, and proper rendering across major browsers and devices.
5. Client Handoff. The client receives a handoff document containing hosting login details, domain registrar info, CMS credentials (if applicable), and basic instructions for making simple content updates.

Billing & Invoicing

All billing follows the payment schedule outlined in the signed project proposal and the Client Service Agreement.

• Invoice Delivery. Invoices are sent via email in PDF format. Each invoice itemizes the services rendered, the amount due, and the payment due date.
• Payment Methods. Accepted payment methods include bank transfer (ACH), PayPal, Venmo, Cash App, or any other method agreed upon in writing prior to the start of work.
• Payment Due Date. Invoices are due within 5 business days of issuance unless otherwise specified in the project proposal.
• Late Payments. Invoices not paid within 7 days of their due date may result in work being paused. A late fee of $25 per week may be applied to overdue balances after the 7-day grace period.
• Change Order Billing. Any out-of-scope work approved via a change order is billed separately. Change order invoices must be paid before the additional work is incorporated into the project.
• Receipts. Payment confirmations are sent via email within 24 hours of receipt.

Post-Launch Support

Gray Matter LLC provides a defined post-launch support window to ensure a smooth transition after every project delivery.

• Complimentary Bug-Fix Window. For 14 calendar days following launch, Gray Matter LLC will address any bugs or technical errors that are directly attributable to the delivered build at no additional charge. This does not include new feature requests or content changes.
• Content Update Requests. Minor content updates (text edits, image swaps) requested within 30 days of launch may be accommodated at no charge at our discretion. Larger content or structural changes are quoted separately.
• Ongoing Maintenance. Clients who require ongoing updates, security monitoring, hosting management, or monthly maintenance may inquire about a retainer arrangement. Retainer terms are outlined in a separate agreement.
• Third-Party Issues. Issues caused by hosting provider outages, domain registrar problems, third-party plugin updates, or client-made changes after delivery are outside the scope of the complimentary support window.

Issue Escalation & Dispute Resolution

In the event of a concern, complaint, or dispute, the following escalation path ensures every issue is handled fairly and professionally.

1. Step 1 — Direct Communication. The client contacts Gray Matter LLC via email at graymattertechllc@gmail.com or by phone at 334-652-2601 to describe the issue in detail.
2. Step 2 — Acknowledgement. Gray Matter LLC acknowledges the issue in writing within 1 business day and proposes an initial resolution or asks clarifying questions.
3. Step 3 — Resolution Window. Both parties agree to a resolution timeline (typically 3–5 business days for most issues). Gray Matter LLC works to resolve the issue within that window.
4. Step 4 — Escalated Review. If the issue cannot be resolved through direct communication within 10 business days, both parties agree to mediation before pursuing any other remedies. The governing law for all disputes is the State of Alabama.