Service Delivery Policy

Overview

This Service Delivery Policy describes how Zendip LLC delivers services, what clients can expect at each stage, and what timelines and standards apply. It applies to all consulting, documentation, technology, and trade services delivered by Zendip LLC.

Engagement Lifecycle

Every engagement follows a consistent lifecycle:

• Discovery: A scoping call to understand your goals, constraints, and required outcomes.
• Proposal: A written Scope of Work with deliverables, milestones, timelines, fees, and disclosures.
• Onboarding: KYC verification and engagement signature.
• Execution: Senior-led delivery of the agreed scope, with regular progress updates.
• Handover: Documented close-out with all deliverables, supporting documentation, and next-step guidance.

Delivery Timelines

Indicative timelines for our most common services:

All timelines are estimates. Actual delivery dates depend on government processing speeds, third-party turnaround, and timely client cooperation.

Communication Standards

During an engagement you can expect: a single senior point of contact; weekly progress updates as a default; same-business-day acknowledgment of urgent client communications; and complete written records of all key decisions.

Our standard working hours are Sunday to Thursday, 09:00 to 18:00 (Asia/Dhaka). Communications received outside these hours are acknowledged the next business day.

Quality Standards

Every deliverable is reviewed before handover against the requirements of the Scope of Work. Documentation deliverables are checked for accuracy, completeness, and compliance with the relevant jurisdiction or platform standard.

Technology deliverables (websites, software, automation) are tested across required browsers, devices, and use cases before handover. Defects identified within thirty days of handover are remediated at no additional cost.

Digital Service Delivery

For purely digital services (consultations, documentation, software, websites), there is no physical shipment. Deliverables are provided via secure digital handover (email, shared drive, or platform login). For details on physical shipments related to trade services, see our Shipping Policy.

Delays Outside Our Control

Delivery may be delayed by factors outside our control, including: government processing times; third-party platform reviews; banking and payment-processor reviews; client-side delays in providing information; and force majeure events. Where delays are foreseeable, we communicate them promptly.

Service Acceptance

On handover, the client has fourteen days to review deliverables and raise any issues against the agreed Scope of Work. After fourteen days without written objection, deliverables are deemed accepted.

Continuity & Records

Engagement records, deliverables, and supporting documentation are retained securely in accordance with our Privacy Policy and applicable regulatory requirements.

Contact

For questions about service delivery: support@zendip.org.