How we deliver
The engagement journey, from first call to monthly review
Ten stages, each with a clear output and a clear division of responsibilities. The same journey applies to support arrangements and projects; only the depth of each stage changes.
The ten stages
Discovery
A 30-minute call with a senior consultant. We listen to your situation, ask focused questions about systems, people and goals, and tell you whether and how we can help. No slides, no pitch.
Responsibilities. You: the people who know the problem. Us: an honest view and a proposed next step.
Assessment
Process walkthroughs with key users, review of configuration, customisations, integrations, data quality and existing support arrangements. For projects, an inventory and options analysis.
Responsibilities. You: access to key users and documentation. Us: findings, risks and prioritised recommendations in writing.
Scope definition
A service description (for support) or scope statement (for projects) with deliverables, assumptions, exclusions, acceptance criteria, responsibilities and the commercial structure. You read it, question it, approve it.
Responsibilities. You: review and sign-off. Us: one document that governs the engagement.
Delivery planning
Milestones, team, communication rhythm, tooling, environments and the change process. For support: priority matrix, response arrangements and the ticket workflow.
Responsibilities. You: a named sponsor and decision-maker. Us: a plan with dates you can hold us to.
Access and governance set-up
Named accounts with least-privilege roles, multi-factor authentication, an EU-hosted virtual desktop where selected, agreements including confidentiality and data processing terms, and the escalation path.
Responsibilities. You: account provisioning in your tenant with our specifications. Us: the control framework documented and confirmed before work starts.
Implementation or support
Project work in planned iterations with reviews, or steady-state support within agreed arrangements. Delivered remotely by certified consultants at the Ibadan hub, supervised by the senior lead in the Netherlands.
Responsibilities. You: timely decisions, test participation and feedback. Us: status reporting, risks raised early, quality control before anything reaches you.
Testing
System testing by us, user acceptance testing by your key users with scripts and support from our team, regression testing before releases and upgrades, and at least one cutover rehearsal for migrations.
Responsibilities. You: test participation and sign-off. Us: test plans, scripts, evidence and defect management.
Documentation
Configuration notes, technical documentation for extensions and integrations, user guides and knowledge-base articles, kept current under support.
Responsibilities. You: a place to keep it (we can set one up). Us: documentation written as part of the work, not as an afterthought.
Handover
Knowledge transfer to your key users or internal team, open-item lists, hypercare after go-live, and a managed transition into steady-state support if you want one.
Responsibilities. You: the people who will own the system day to day. Us: training sessions and a structured handover record.
Regular review
Monthly service reviews for support (trends, backlog, risks, improvements), milestone reviews for projects, and a periodic relationship review with leadership.
Responsibilities. You: an hour a month with your stakeholders. Us: a report that keeps the service honest and the scope current.
Remote delivery
How remote delivery works day to day
Everything happens inside your environment through controlled access. Ibadan is on UTC+1, which overlaps fully with Dutch business hours for most of the year, so your team and ours work the same day.
- Senior lead (Netherlands)
- Your single accountable contact for scope, commercial matters, escalations and service reviews. Dutch and English speaking.
- Delivery team (Ibadan hub)
- The consultants doing the analysis, configuration, development, testing and documentation, working in your environment within the agreed access model and hours.
- Ticket workflow
- Incidents and requests logged in an agreed tool (yours or ours), with priority, status and history visible to you.
- Status reporting
- Weekly status for projects, monthly service reports for support, and immediate communication for business-critical incidents.
- Escalation path
- A written path from the delivery team to the senior lead and, if needed, to Neurosuite leadership, with expected response behaviour at each level.
Client responsibilities
What we need from you
- A sponsor who can make decisions and a key user per process area
- Access provisioned to our specification, in good time
- Participation in testing and timely feedback on deliverables
- Honest information about customisations, integrations and known problems
- An hour a month for the service review
Our responsibilities
What you can hold us to
- A senior Dutch-facing lead who knows your business and answers the phone
- Qualified, certified, supervised consultants; no anonymous subcontracting
- Work delivered within the agreed scope, arrangements and access model
- Risks and bad news raised early, in writing
- Documentation and knowledge transfer as part of the work
Talk through your ERP or reporting requirement with a senior consultant
A 30-minute discovery call is free and without obligation. We listen, ask focused questions and tell you whether and how we can help. A tailored proposal follows if you want one.