Three workflow packs are active under this engagement. Each pack produces a defined set of deliverables on a weekly cadence, governed by the review gates and SLA commitments described in this document.
Named contacts for day-to-day delivery, escalation and governance. All communication via the channels defined in Section 06.
| Role | Name | Responsibility | Availability |
|---|---|---|---|
| Engagement Lead | J. Whitmore | Overall relationship, governance reviews, escalation point | Mon–Fri |
| Delivery Manager | S. Okoro | Weekly delivery cycle, quality review, output handover | Mon–Fri |
| Commercial Analyst | M. Patel | Commercial Control Kit + Margin Cockpit output production | Mon–Fri |
| Operations Analyst | R. Chen | Dispatch Desk output production, SLA evidence | Mon–Sat (shift) |
| Role | Name | Responsibility |
|---|---|---|
| Client Sponsor | D. Farrow, COO | Governance sign-off, quarterly reviews, strategic direction |
| Commercial Lead | K. Rhodes, Commercial Director | Variation approval, margin review, CCK & Cockpit outputs |
| Operations Lead | T. Brennan, Head of FM Ops | Dispatch Desk approval, SLA review, daily handover sign-off |
| Data Contact | L. Osei, IT Manager | Data uploads, system access, integration queries |
A three-tier operating rhythm — weekly delivery, monthly governance and quarterly strategic review. Each cycle produces named outputs with defined handover points.
| Day | Activity | Owner |
|---|---|---|
| Monday | Client data upload window opens. Previous week's returned items reprocessed. | Greystone / Built AI |
| Tuesday | Data ingestion complete. Workflow processing begins across all active packs. | Built AI |
| Wednesday | Internal quality review. Draft outputs produced and checked against templates. | Built AI |
| Thursday | Final outputs prepared. Client review items flagged. Evidence packs compiled. | Built AI |
| Friday 14:00 | Weekly Delivery Summary issued. All outputs uploaded to shared workspace. | Built AI → Greystone |
Service level targets for each pack. Measured weekly, reported monthly, reviewed quarterly. Targets are indicative baselines agreed during onboarding — actuals are calibrated after the first 30-day operating period.
| Metric | Target | Measurement | Pack |
|---|---|---|---|
| Weekly delivery compliance | ≥ 95% | % of planned items delivered by Friday 14:00 | All packs |
| Output quality score | ≥ 90% | % of outputs accepted without revision request | All packs |
| Variation narrative turnaround | ≤ 48 hours | From data receipt to draft narrative issued | CCK |
| Margin snapshot delivery | By 3rd working day | Monthly snapshot issued after month-end close | Cockpit |
| Dispatch ticket processing | ≤ 15 minutes | From call/email receipt to dispatch-ready ticket | Dispatch Desk |
| Morning handover delivery | By 07:30 | Previous day's summary + open actions issued | Dispatch Desk |
| Governance report delivery | 1st Monday monthly | Full governance pack issued with KPI dashboard | All packs |
| Incident response | ≤ 4 hours | Acknowledgement of quality or data incident | All packs |
How client data is received, processed, stored and disposed of. Built AI does not retain client data beyond the active engagement period without explicit written agreement.
Client data is uploaded via the agreed secure channel (encrypted file transfer or direct system integration). Data is validated on receipt and logged in the processing register. No data is accepted via personal email or unencrypted channels.
Data is processed within the Built AI Plant Room — a controlled, access-managed workspace. Processing logs are retained for audit purposes. Client data is stored on UK-based, ISO 27001 certified infrastructure for the duration of the engagement.
On engagement completion or termination, all client data is returned and/or securely deleted within 30 days. A certificate of destruction is provided. Processing logs are retained for 12 months for audit compliance.
Only named Built AI delivery team members access client data. Access is role-based, logged and reviewed monthly. No subcontracting of data processing without prior written client approval.
Clear escalation routes for delivery issues, quality concerns, data incidents and contractual matters.
| Level | Trigger | Built AI Contact | Greystone Contact | Response |
|---|---|---|---|---|
| L1 · Operational | Missed item, minor revision, data query | S. Okoro (Delivery Mgr) | K. Rhodes / T. Brennan | ≤ 4 hours |
| L2 · Service | Repeated quality issue, SLA breach, process failure | J. Whitmore (Engagement Lead) | K. Rhodes / T. Brennan | ≤ 1 working day |
| L3 · Executive | Systemic failure, data incident, contractual dispute | Built AI Director | D. Farrow (COO) | ≤ 4 hours |
Agreed channels for different communication types. All formal deliverables are issued through the shared workspace with email notification.
| Channel | Used For | Response Expectation |
|---|---|---|
| Shared workspace | All deliverable uploads, document handover, evidence packs | N/A (push delivery) |
| Weekly summaries, governance reports, formal notices, escalations | Same working day | |
| Scheduled calls | Monthly governance review, quarterly QBR, ad-hoc coordination | Calendar invite ≥ 48 hours |
| Instant message | Day-to-day queries, quick clarifications, status checks | ≤ 2 hours (business hours) |
Scheduled governance touchpoints for the first quarter of operation. Calendar is reissued quarterly as part of the QBR.
| Date | Event | Attendees | Output |
|---|---|---|---|
| 4 Apr 2026 | Week 1 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 11 Apr 2026 | Week 2 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 18 Apr 2026 | Week 3 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 25 Apr 2026 | Week 4 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 5 May 2026 | Month 1 Governance Review | Full delivery + client team | Monthly Governance Report |
| 9 May 2026 | Week 6 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 16 May 2026 | Week 7 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 23 May 2026 | Week 8 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 30 May 2026 | Week 9 Delivery Summary | Built AI Delivery → Greystone Leads | Weekly Summary Report |
| 2 Jun 2026 | Month 2 Governance Review | Full delivery + client team | Monthly Governance Report |
| Jun 2026 | Weeks 10–13 Delivery Summaries | Built AI Delivery → Greystone Leads | Weekly Summary Reports |
| 30 Jun 2026 | Q2 Quarterly Business Review | Built AI + D. Farrow + Leadership | QBR Pack + Forward Plan |
Revision history, approvals and distribution for this Service Onboarding Pack.
| Rev | Date | Description | Author | Status |
|---|---|---|---|---|
| 1.0 | 28 Mar 2026 | Initial issue — pre-engagement onboarding | J. Whitmore | Issued |
| 1.1 | — | Post-Month 1 update (if required) | — | Planned |
| Name | Organisation | Role |
|---|---|---|
| D. Farrow | Greystone FM Group | Client Sponsor (COO) |
| K. Rhodes | Greystone FM Group | Commercial Director |
| T. Brennan | Greystone FM Group | Head of FM Operations |
| L. Osei | Greystone FM Group | IT Manager |
| J. Whitmore | BuiltAI Intelligence Ltd | Engagement Lead |
| S. Okoro | BuiltAI Intelligence Ltd | Delivery Manager |