Collaboration and Change Control
At kickoff, we confirm where work is tracked, which channel is authoritative, who may approve changes, and how urgent incidents should be reported. The Order and onboarding materials control if they differ from this general guide.
Communication
Use the agreed project system for tasks, decisions, files, and feedback. Use email for formal approvals or when the project system is unavailable. Messaging channels are useful for coordination but should not be treated as approval for new scope unless the authorized contact clearly confirms the change and its effects.
Keep each request actionable:
- identify the affected deliverable or system;
- state the desired outcome and business reason;
- include links, screenshots, error text, or examples;
- distinguish required changes from preferences; and
- identify the decision-maker and deadline.
Response windows, meeting cadence, reporting, and support hours are engagement-specific. They are stated in the Order or onboarding materials.
Decisions and Feedback
The customer controls business priorities, budget, brand, legal decisions, and final approval. Panther & Cub controls its internal methods and makes implementation recommendations within the scope. Launch, priorities, tradeoffs, and changes are decided through the approval process in the Order.
Feedback should be consolidated by one authorized contact. Conflicting or piecemeal instructions can pause work until the customer provides a single direction.
Changes to Scope
A request may change scope when it adds or alters deliverables, quantity, platforms, integrations, stakeholders, revision rounds, acceptance criteria, dependencies, or timing.
When a change is requested, we will normally:
- clarify the requested outcome;
- assess the effect on fees, timing, risk, and other deliverables;
- provide an option, estimate, change order, or separate phase; and
- obtain the required written approval before performing chargeable work.
Small requests are not automatically included merely because they take little time. The Order determines whether an existing service allowance covers them.
Incidents and Urgent Requests
Use the incident channel stated in the Order or onboarding materials. Include the affected service, time observed, error, recent changes, business impact, and a reliable contact. Do not send credentials in the incident message.
Marking a request urgent does not create a guaranteed response or recovery time. Availability, priority, fees, and service levels are governed by the applicable Order. Suspected security incidents should also be reported through the security or abuse contact identified in the relevant service terms.
Resolving Misalignment
Raise concerns as soon as they appear. The project contacts should first compare the request with the Order, recorded decisions, and available evidence; agree on a correction or change path; and document the result. Formal escalation, disputes, termination, and remedies are governed by the Customer Terms and applicable Order.