Client Welcome Packet

Document ID: WBL-OB-WP-[ID]-v1.0 Prepared for: [CLIENT NAME] Project: [PROJECT NAME] Your Project Lead: [PM NAME] — [PM EMAIL] — [PM PHONE/WHATSAPP] Date: [DATE]

Welcome to Webility. We're genuinely glad you chose us.

This document is your orientation guide for working with us. Read it once before your kickoff meeting — it will save both of us time and set the tone for a productive collaboration.

Part 1 — What You Can Expect From Us

1.1 Our Commitment to You

Clarity over ambiguity. You will always know exactly where your project stands, what's been done, what's next, and what's needed from you. We don't hide behind vague status updates.

No surprises on scope or cost. Any work beyond what you've signed is presented to you as a Change Order with a clear cost — before we do anything. We will never bill you for something we haven't pre-approved with you.

Honest communication. If something is technically difficult, if a deadline is at risk, or if your brief contains a gap — we'll tell you. We'd rather have an uncomfortable conversation early than deliver something late or off-target.

Professional-grade delivery. Every deliverable goes through internal review before you see it. We don't send you first drafts.

Your project is important to us. We work with a limited number of clients at a time so that we can give each one the attention it deserves.

1.2 Who Will Be Working With You

Your primary contact is [PM NAME]. For day-to-day project matters, always start with them. If you have a question or concern that feels unresolved, you can escalate to [DIRECTOR NAME] at [EMAIL].

Part 2 — How We Work

2.1 Project Phases

Your project is organized into sequential phases. Each phase ends with a formal review and your written approval before we move forward. This structure protects you — you stay in control of the direction at every stage — and it protects us by preventing misaligned work from compounding.

2.2 Feedback Protocol

This is important. Clear, consolidated feedback is the single biggest factor in keeping projects on time and on budget.

How to give great feedback:

✅ Specific: "The headline font feels too light for mobile — hard to read below 375px" ✅ Actionable: "Can we try a darker variant of the primary blue for the CTA button?" ✅ Prioritized: Tell us what must change vs. what is a preference ✅ Consolidated: All stakeholders' feedback in one document, in one submission

❌ Vague: "I don't love it" — we need to know what specifically isn't working and why ❌ Contradictory: Feedback that conflicts between team members should be resolved internally before submission ❌ Late: Feedback after the review window has closed may be treated as out-of-scope

Review window: You have [5] business days from the time we submit a deliverable to respond in writing. If we don't hear back within [5] days, the deliverable is considered approved and we advance to the next phase. If you need more time, let us know before the deadline — we can usually accommodate a brief extension.

Number of revision rounds: Each deliverable includes a set number of included revision rounds, as specified in your contract. Once those are used, additional rounds are billed at [RATE]/hour.

2.3 Decision-Making

Please confirm with us at kickoff: who has final approval authority on this project?

We need one person who can give binding sign-offs at each phase. Having multiple decision-makers without a clear hierarchy causes delays and conflicting feedback. We're happy to work with a team internally — but one person should be the designated approver for our purposes.

If the designated approver changes during the project, let us know in writing so we can update our records.

Part 3 — Communication & Tools

3.1 Communication Channels

Please do not use social media DMs to communicate about the project. For anything important, use the project tool or email so there's a written record.

3.2 Meeting Cadence

We send a written agenda for all meetings at least 24 hours in advance and written notes within 24 hours after each meeting.

3.3 Your Project Hub

Your project is tracked in: [TOOL NAME] Link: [URL] Access: You will receive an invitation by email. Please accept it before your kickoff meeting.

In your project hub you will find:

• Current project status and active tasks
• Timeline and milestones
• All deliverables (submitted, in review, approved)
• Document library (contract, SOW, brand assets, etc.)
• Meeting notes and decision log

3.4 File Sharing

All project files are shared via: [Google Drive / Dropbox / Figma / repository link] Link: [URL]

Please submit all content (text, images, brand assets) via this link — not via email attachments, unless the file is small and context-dependent.

3.5 Business Hours & Time Zones

Webility's team operates in [Agency timezone] during business hours: Monday–Friday, [9am–6pm].

We work with clients across multiple time zones. Your project lead's regular availability is:

[PM NAME]: [timezone, hours, typical response window]

If you are in a significantly different time zone, we will schedule standing meetings at a mutually convenient time and confirm this at kickoff.

Part 4 — What We Need From You

4.1 Before the Kickoff Meeting

Please prepare or locate the following items. Your project cannot formally begin until these are in hand:

Essentials (required before kickoff)

• Signed contract and deposit payment confirmed
• Primary decision-maker identified and available for kickoff
• Emergency escalation contact provided (for urgent decisions during your absence)

Brand assets (required at kickoff or within [3] business days)

• Logo files in vector format (SVG, AI, EPS) — all variations
• Brand guidelines document or brand guide (if existing)
• Color palette (HEX codes)
• Approved typefaces

Technical access (required within [5] business days)

• Existing website / CMS admin credentials (via secure method — see Section 4.2)
• Hosting account access
• Domain registrar access
• Google Analytics (if transferring access)
• Third-party platform credentials (CRM, email marketing, etc.)

Content (schedule with PM at kickoff)

• Written content for all pages (or content status per page)
• Photography and images (properly licensed, high-resolution)
• Competitor URLs and "sites we like" examples

4.2 Sharing Credentials Securely

Never send passwords or access tokens by email or chat.

We use [1Password / a secure form / LastPass Share] for credential exchange. Your project lead will send you a secure link before or at kickoff. Please use it for all credentials — it protects you as much as it protects us.

If you do not have a preferred method, we will provide one.

4.3 Content Deadlines

Content delays are the most common cause of project overruns. Your contract timeline assumes content will be delivered by the dates agreed at kickoff. If content is late, the project timeline shifts by an equivalent amount — this is noted in your contract.

If content creation is turning out to be difficult, let us know early. We offer copywriting services that can be added via a Change Order.

Part 5 — Financial Information

5.1 Payment Schedule

Your payment schedule is documented in your Statement of Work / Contract. As a reminder:

Milestone payments are gate conditions. We advance to the next phase only after the relevant milestone is approved in writing and the milestone payment has been received.

Final payment must clear before we go live. No launch happens with an outstanding balance.

5.2 Invoices

Invoices are sent by email to your billing contact: [EMAIL].

Please ensure your billing contact is set up to receive and process our invoices. Invoice payment terms are 15 days from issue. Late payment provisions apply as per your contract.

5.3 Change Orders

If you want to add something beyond the agreed scope, the process is:

1. Tell your project lead — even informally
2. We assess the time and cost impact
3. We issue a written Change Order with the fee and timeline adjustment
4. You sign it, we do it — in that order

We do not start out-of-scope work based on verbal approval, email approval, or "let's just do it" requests. This protects both of us.

5.4 Billing Contact

Part 6 — Working Agreements

6.1 Mutual Expectations Summary

6.2 Escalation

If at any point you feel the project is going off-track, please escalate immediately — don't wait until the next check-in. The earlier an issue is raised, the cheaper and faster it is to fix.

Escalation path:

1. Your Project Lead: [NAME, EMAIL]
2. Agency Director: [NAME, EMAIL]
3. Formal dispute resolution: per your contract (Section 13)

6.3 Respecting Each Other's Team

We are a professional team and we treat yours the same way. We ask that all communications — written and verbal — remain professional and respectful. Abusive, threatening, or demeaning communication toward Agency personnel is grounds for suspension of work under our Acceptable Use Policy and MSA.

Part 7 — After the Project

7.1 Warranty Period

After launch or delivery, your project includes a [30]-day warranty period during which we fix verified bugs attributable to our work at no charge. Details are in your contract.

7.2 Ongoing Support Options

After the warranty period, you have several options for ongoing support:

Your project lead will walk you through these options at the handover meeting.

7.3 Your Feedback Matters

At project close, we'll send a short satisfaction survey. It takes 5 minutes and directly informs how we improve our work for future clients.

If you're happy with the result, a Google review, LinkedIn recommendation, or testimonial is the highest compliment you can give us and helps other businesses find us. It is never required, but always appreciated.

Quick Reference Card

We're looking forward to building something great with you.

Webility Team webility.local

WBL-OB-WP-[ID]-v1.0 | Confidential — for [CLIENT NAME] only