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Responsibilities and Delivery Standards

Successful engagements depend on a clear Order and timely participation from both parties. Service-specific standards, testing, deliverables, and remedies apply only to the extent stated in the Order and applicable terms.

Protections Built Into Our Standard Agreement​

Our standard agreement is designed to give both parties a clear operating framework. It includes the following customer protections:

  • Defined scope and pricing: the Order identifies the purchased work, fees, responsibilities, and timing.
  • Approval before added charges: chargeable out-of-scope work generally requires approval before it begins.
  • Professional standard and remedy: Panther & Cub commits to commercially reasonable care and skill, with correction or an appropriate refund remedy for materially nonconforming work.
  • Mutual confidentiality: both parties must protect confidential information received through the engagement.
  • Customer control: the customer retains its content, data, domains, accounts, and other customer-controlled business assets.
  • Service-specific correction rights: development work includes a limited post-acceptance defect-correction period unless the Order provides something different.
  • Ordinary handover: paid development work includes the standard handover described in the Development Services Terms; substantial transition or migration work can be scoped separately.
  • Project-specific terms: material security, availability, insurance, liability, ownership, or transition requirements can be addressed in the Order before acceptance.

This is a practical summary rather than a replacement for the Customer Terms, applicable Service Terms, and Order.

Panther & Cub Responsibilities​

Depending on the engagement, we will:

  • perform the services and produce the deliverables stated in the Order;
  • assign an appropriate project contact and identify required decisions;
  • communicate material blockers, assumptions, and known effects on scope or timing;
  • use reasonable care in work performed within the agreed scope;
  • protect confidential information and customer credentials as required by the agreement;
  • obtain approval before performing chargeable out-of-scope work; and
  • provide documentation, training, testing, support, or handoff materials expressly included in the Order.

Customer Responsibilities​

The customer must:

  • appoint a decision-maker with authority to give instructions and approvals;
  • provide accurate information, access, content, data, licenses, and dependencies on time;
  • maintain control of its domains, accounts, billing relationships, and independent backups;
  • review deliverables and report specific issues within the agreed review or acceptance period;
  • confirm that supplied materials and requested activities may lawfully be used;
  • make business, legal, privacy, accessibility, security, and compliance decisions for its operations; and
  • pay invoices and third-party charges when due.

Review and Acceptance​

Review work against the Order, agreed requirements, and acceptance criteria—not assumptions that were never documented. Report an issue with:

  1. the affected page, asset, account, or system;
  2. steps to reproduce the problem;
  3. the expected and actual result;
  4. screenshots, recordings, or error text; and
  5. the business impact and deadline.

New preferences, increased volume, additional integrations, or changed requirements are scope changes rather than defects.

Intellectual Property and Accounts​

Ownership and license rights are governed by the Order and applicable service terms. Custom deliverables may transfer after full payment, while Panther & Cub background materials, reusable methods, open-source components, and third-party materials retain their existing ownership and license conditions.

For custom development, the Order should identify one of these models:

  • Assigned Ownership: after full payment and a signed written transfer, Panther & Cub assigns the copyright it owns in the identified final custom deliverables.
  • Licensed Delivery: Panther & Cub retains ownership and the customer receives a perpetual license to operate, copy, modify, maintain, and migrate the identified deliverable for its business. This model may be priced lower than an ownership assignment.

Both models preserve Panther & Cub ownership of reusable tools and methods and preserve the separate license terms that apply to third-party and open-source materials. The chosen model, included source files, and any special transfer rights should be written directly into the Order.

Where practical, customer business accounts should remain under customer ownership with Panther & Cub receiving only the access needed to perform the services. The customer remains responsible for its platform contracts and data.

Launch, Handoff, and Support​

The Order should identify who may approve launch, what must be tested, what is delivered at handoff, and any support or correction period. Hosting, backups, monitoring, maintenance, updates, content changes, campaign operation, and ongoing support are not implied by delivery; they must be included in the Order or purchased separately.

For the complete contractual rules, review the Legal Center.

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