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This document outlines the essential communication and task management processes for our projects. The goal is to streamline our workflows, ensure clarity, and improve overall efficiency of client-team communication.

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General Communication Processes

At CheIT Group the biggest communication goal of the PM is to ensure clear communication between the client and the project team. Both parties should aim to provide clear, concise messages to make the process smooth and efficient.

Response Time

The communication with the client’s representative team is conducted via email and Slack channels, where the response time by the PM should be:

To streamline the communication process and reduce redundant communication, the PM integrates Jira notification into Slack, so that the client gets the updates on the tasks.

Along with that, PM sends weekly reports – information about week’s progress, main updates, and hours spent during the week.

If a PM takes PTO, they should ensure another PM on the team is assigned to carry on the project, and inform the client’s representative about the temporary change and introduce a contact person for the time of their absence.

New requests and estimates

In case when the client sends a message about new request, and the PM reacts to the message with the following emoji – 👀, it means they took the task into processing.

In case of task estimation increase, the PM should ensure to communicate this to client in advance.

Compensation specifics

Bugs

1. After the acceptance period starts, the client should test the released scope and submit bugs during 1 month. Bugs submitted within this period are fixed and compensated by CheIT Group.

2. If the client submits a bug that is out of the initial scope or is unrelated to the release, the time spent for fixing is paid in full by the client.

3. If the client submits a bug that was caused by technical changes, the time spent for fixing is paid in full by the client.

4. If the client submits a bug that the CheIT team foresaw and warned a client about such possibility, the time spent for fixing is paid 50/50 by the client and CheIT Group.

Overtimes

• Critical tasks that arise on weekends or weekdays (after 6 PM) can be completed outside of working hours at a rate of X2.

• If the client requests weekend work to meet a milestone or specific date not previously clarified, it must be discussed in advance and compensated at a rate of X3.

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Rief Media

Task Management

1. When assigning new task, the representative of Rief Media should provide the SOW and estimate for the respective project and task.

2. Upon receiving a new task in Asana, the PM should refer to the SOW and review the estimate. If the estimate is not provided, it should be clarified by the PM.

3. Afterwards the PM should estimate the task with the CheIT team, and if the team’s estimate exceeds the initial estimate in SOW, the PM should inform the Rief Media representative, highlighting the most time-consuming aspects and discussing possible alternative options for simplification and optimisation accordingly.

4. When the task is completed, the PM reassigns the task in Asana back to the Rief Media representative who initially assigned it. In case of Brent, should be added the tag Design.

5. The PM should log the hours spent into the SOW every Friday till EOD.
   If there is over budget issues or disputable points, they should be disscussed with the manager immediately.

6. Every last working day of the month, the PM should check the SOWs to re-assure that they are filled out.

Support Requests

1. Upon receiving the new request, the PM provides an estimate and ETA, and approve it with the client before taking the request into execution.

Updates

The PM is responsible to provide regular updates on the tasks' progress and status to the client.

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One-Line

Estimates & Requests

One-Line representative should analyse their client’s requests and re-format them into clear requests for the development team without forwarding the initial request from their client. When One-Line representative assigns a new task for the CheIT team, the task needs to be described clearly, containing all the necessary information.

This allows the CheIT team to prepare estimates more quickly and accurately, as the PM won't need to gather additional details before the developer can start the estimation process.

One-Line representatives should remember that we allocate resources in advance. The PM will provide the ETA for tasks after confirming with One-Line’s client. If a task has a specific ETA from the client, the One-Line representative should inform the PM so resources can be reallocated accordingly.

When working on the estimate, the PM includes the following aspects:

• Management & Communication – included in the preliminary estimate, but it is not always possible to predict the amount of communication on a specific task, so the final time may differ.

• Implementation – If the task involves design, a more accurate development estimate is provided after receiving the design file.

• Staging

• Testing

• Possible Bug Fixing

• Transfer to Live

• Testing on Live.

If the content adding is required to be done by CheIt team, it should be estimated additionally.

Change Management

If the task requires more effort than estimated, CheIT team continues working on the task only after approval of additional hours. If the additional time was not approved by One-Line representative, these hours are not charged to the final client.

If change requests from the client appear after the estimate is completed, the completion time may be increased. In such cases, Che IT informs about the change in the estimate after receiving the CR.##

Implementation

1. If the requested page does not have the full design or mobile version, the CheIT team creates the design at its' own discretion. Any changes that appear after the implementation in such cases will be estimated additionally.

2. All the changes or new tasks are completed on the Stage first. After the scope is tested on Stage it is sent for the approval by One-Line representative.

3. After the CheIT PM receives the approval, the team transfers tasks to live from Monday to Thursday, no later than 2 hours before the end of the workday.

3. After the task is released to live, the acceptance period starts for 1 month.

Acceptance

When accepting a new task/page, the One-Line team should test it on their side, possibly involving several manager before submitting bugs.

To submit bugs, the One-Line representative should use BugHerd to share and manage feedback. The CheIT PM should mark the inquiries in the Bugherd accordingly, using tags

• CB – for bugs.

• CR – for new requests.

Software Usage

• CheIT team should access all services using Swizerland VPN as the client should not know that the team works from Ukraine.

• CheIT team should not use corporate CheITGroup emails where they will be visible to the final client.

• CheITGroup branding should be removed from the WP Theme.

• All communications with third-party services must be carried out through developers@one-line.ch.

• All access credentials should be shared first with developers@one-line.ch.