How an engagement actually runs.

Enquiry

You send your name, a business email, and a short account of the organisation and the situation through the contact form, or you write directly to [email protected]. Say what you have been asked to produce and by whom, if you know.

We reply within two business days, Monday to Friday, Chișinău time, excluding public holidays in the Republic of Moldova. If the request is outside the practice — a court case, a tax return, a same-day incident — we say so and do not take the work.

Scoping conversation

If the request fits, we hold one conversation, usually by video, of about 45 minutes. You describe the business line, the deadline you are under, and who inside the firm will have to live with the documents. We say which service on the service index matches, and what we would need to see.

You do not need a polished brief. A partner’s email, a questionnaire, or a frank description is enough. Do not send full customer databases or identity documents at this stage.

Written proposal

We send a proposal that names the scope, the deliverables, the fee, the currency, the timing, and what is excluded. The website does not take payment and does not lock you in. A contract exists when a person who can commit the organisation accepts that proposal in writing, email included.

If you need a change — a second country, a second product — we amend the proposal before drafting. We do not “just add it”.

Kickoff and document request

After acceptance we send a short request: organisation chart or a list of roles, the current procedures if any exist, the contract or questionnaire that triggered the work, and the names of two or three people who perform the control. You nominate one coordinator so comments do not arrive from five inboxes at once.

Timing in the proposal starts when this pack arrives, not when the proposal was accepted. A missing file is better than a guessed file. Tell us if something does not exist.

Interviews

We speak with the people who do the work. A typical diagnostic includes up to four conversations of about 45 minutes. We ask what happens on a normal day and what happens when something looks wrong. Managers are welcome, but they do not replace the operator.

Your coordinator schedules the calls. We do not contact your staff independently.

Drafting

We write the findings or the documents described in the proposal. Assumptions are marked. Points that need a lawyer or an accountant are listed, not smoothed over. You receive a draft, not a surprise final, except for a very small diagnostic where the proposal says the findings note is issued once.

Review

A program build includes two rounds of written comments. The first round is for substance: wrong steps, missing exceptions, roles that do not exist. The second round is for clarity. Comments should come back as a single consolidated set from your coordinator, inside the window the proposal states. Late comments can move the handover date. They do not silently expand the fee; a large new topic becomes a change of scope.

Handover

We hold one handover session, walk through the pack, and leave an open-items list: what you still need from counsel, what record you have not started keeping, and who owns the next review. Files are yours to edit once the related invoice is paid, unless the proposal says otherwise. We do not keep a lock on your procedures.

After handover

The engagement ends unless you accept a retainer. A retainer is a monthly hour cap for questions and light reviews. It is not a promise to monitor your business, and it is not incident response. Either party can end a retainer with 30 days’ written notice.