Active Client Guide
Your Order and onboarding materials identify the people, systems, working hours, and service levels for your engagement. Use this guide when you need to route a request or provide better information.
Where to Send a Request
| Request | Best destination |
|---|---|
| Task, deliverable, feedback, or approval | The agreed project system or project contact |
| Scope, priority, or deadline change | The authorized project contact, with the requested outcome and deadline |
| Operational incident | The incident channel stated in onboarding materials |
| Billing question | [email protected] with the customer and invoice number |
| Privacy or data request | The contact identified in the Privacy Policy or Data Processing Addendum |
| Legal notice | The notice method in the Customer Terms or applicable Order |
If you cannot access the agreed project or incident channel, email [email protected] and identify the customer, engagement, and unavailable channel.
Report an Issue Effectively
Include:
- the affected domain, account, campaign, page, deliverable, or service;
- when the issue began and whether it is still occurring;
- steps to reproduce it and the expected result;
- exact error text, screenshots, recordings, or relevant request IDs;
- recent changes that may be related;
- the number or type of users affected; and
- a contact who can test or approve the next action.
Do not attach secrets or unnecessary personal data. Panther & Cub may ask you to use a secure transfer method.
Approvals and Feedback
Submit consolidated feedback from the designated decision-maker by the agreed review date. Clearly distinguish defects, required scope, preferences, and proposed additions. An approval should identify the deliverable or version being approved and any accepted exceptions.
Review collaboration and change control →
Access Changes
Notify the project contact when a team member joins, leaves, or changes responsibility. The customer should routinely review its own account users and revoke access no longer required. For urgent credential exposure or suspected unauthorized access, use the security or incident process stated in the applicable service terms.
Before Launch or Handoff
- Confirm the authorized launch decision-maker.
- Review known issues, limitations, and rollback or contingency steps.
- Confirm ownership of domains, accounts, subscriptions, data, and billing.
- Record who is responsible for backups, monitoring, maintenance, updates, and ongoing support.
- Store delivered files and documentation in a customer-controlled location.
- Revoke or adjust temporary access after the work is complete.
Post-delivery correction periods, included support, response targets, and maintenance apply only when stated in the Order.