How we work
From first conversation to launch and support, with agreed checkpoints, written scope, and clear ownership.
The engagement
The model stays simple. The level of planning changes with the risk and complexity of the system.
Discovery, workflow mapping, requirements, scope, technical approach, timeline, and investment.
For a focused marketing site, this can be a short discovery included in the project. For a POS, booking platform, portal, or custom system, it is a paid discovery and scoping engagement.
Design, development, review milestones, testing, training, launch, and handover.
Work moves in agreed milestones. You review and approve each checkpoint before the next one starts.
Care plan, improvements, search visibility, reporting, automation, and support after launch.
Choose the level of ongoing care that fits the system. Support is not bundled silently into the build fee.
Plan protects both sides from building the wrong thing. You know the problem, the first release, the cost, and the assumptions before development begins.
01 / Before we start
We begin with the job to be done: what customers need to achieve, where the team loses time, which systems are involved, and what success should look like.
If the project is a fit, you receive a written scope, timeline, investment, and a clear list of assumptions before development begins.
After planning, you have
02 / The build
The cadence is predictable. Each checkpoint has an owner and a written decision.
01
Kickoff and access collection.
02
Sitemap or workflow and wireframe review.
03
Design direction approval.
04
Development in milestones.
05
Scheduled review and demo sessions.
06
Client feedback consolidated at each checkpoint.
07
UAT with named client users.
08
Launch checklist, training, and handover.
The checkpoint rule
You do not wait until the end to see the work. We review agreed milestones together, then move forward with a written decision.
Scope changes
If a request sits outside the agreed scope, we explain its impact on cost and timeline before starting it. Nothing is added silently and no surprise invoice is sent afterward.
03 / Testing and launch
A link is not a launch. Before go-live, we test the system the way customers and staff will actually use it.
Acceptance criteria from planning become the UAT checklist. For business-critical systems, launch has a named owner, a rollback path, and a support plan.
04 / Ownership, access, and costs
Before launch, we document who owns the domain, hosting, store accounts, payment accounts, code, data, third-party subscriptions, and future support responsibility.
Ownership, billing, and access are recorded before launch.
Store, payment, email, analytics, and third-party accounts are documented and handed over.
Custom-build ownership is defined in the scope. Deliverables transfer when the final invoice is paid; pre-existing code, libraries, tools, and third-party materials remain under their own terms.
Third-party fees and product subscriptions are shown clearly. Support responsibility is named after launch.
When you pay
A deposit reserves the start date, and later payments are tied to agreed milestones. The full schedule, currency, and what each payment covers are issued before work begins. Third-party fees are shown separately.
05 / After launch
Launch does not automatically start an indefinite support obligation. You choose the care level that fits the system.
Hosting, monitoring, backups, security, updates.
Best for: Brochure sites and low-change sites that need to stay online, backed up, and secure.
Response target
Next business day during agreed business hours.
Everything in Essential Care, plus reporting, performance, SEO, and conversion improvements.
Best for: Sites that need search monitoring, reporting, and a steady stream of small improvements.
Response target
Same business day during agreed business hours.
Business-critical applications, integrations, database monitoring, incident process, and improvement planning.
Best for: Apps, portals, and e-commerce with live transactions, integrations, or business-critical data.
Response target
Priority triage during agreed business hours, with an emergency path for critical incidents.
Search & GEO Retainer is available separately where ongoing visibility is the main need. It is not bundled into a care plan.
For our software products
When a Fablarr product is available for the job, you are configuring a product, not commissioning a custom build. The onboarding path is shorter and more predictable.
01
Demo and suitability check.
02
Configuration for your business.
03
Data import or initial setup where agreed.
04
Staff training.
05
Go-live support.
06
Monthly or annual subscription and product support.
Product subscription, support, and cancellation terms are published before setup begins. Any work outside the product is quoted separately.
Next step
Describe the customer journey or workflow, where it breaks, and which systems are involved. We will recommend a short discovery or a paid scoping engagement.
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