1. Policy statement
[TeamTalk Ltd] supplies a service that customers use to tell their workforce things those workers need to know, and to prove afterwards that they were told. Some of those notices are safety notices. Quality here is not a marketing word: if a post does not reach a worker, or a confirmation record is wrong, a customer may be unable to discharge a statutory duty. The company works to deliver a service that is correct, available, understandable and evidenced, and to correct it quickly and openly when it is not.
The company applies the principles of ISO 9001 as a framework for how it works. It is not certified to ISO 9001 and does not claim to be. A written roadmap towards a formal management system is available to any customer who asks.
2. Scope
This policy covers the development, delivery, support and improvement of the TeamTalk service, and the commercial and onboarding work that surrounds it. It applies to every employee and contractor.
3. What quality means in this service
- Correct delivery. A post reaches the people it was addressed to, in the language each of them chose, and the confirmation record reflects what actually happened. Reach and confirmation figures are measured, not estimated.
- Evidential integrity. Records of who confirmed what, and when, are accurate, complete, timestamped, exportable and not silently editable. A customer must be able to put an export in front of a regulator or an insurer.
- Availability. The service is available when a manager needs to publish. The published target is [99.5%] per calendar month, measured as platform availability.
- Comprehensibility. Translation is machine translation and is described as such, everywhere. It is suitable for operational notices, and the company says clearly where it is not: legal, contractual and safety-critical wording that requires precision should be checked by a person.
- Honest scope. The company states what the product does not do, in writing, before a contract is signed. Overclaiming to win a deal is treated as a quality failure, not a sales technique.
4. How quality is delivered
- Requirements. Customer requirements are captured in writing on an order form or pilot agreement, with the scope, the counted unit and the success criteria stated. Pilots carry measurable, pre-agreed criteria so that success is a matter of fact rather than opinion.
- Development control. All changes go through source control and deploy from a protected branch. Automated tests cover the critical paths, in particular tenant isolation, delivery and the confirmation record. Changes are reviewed before release.
- Release and rollback. Releases are deployable and reversible. A defect affecting delivery or the confirmation record is treated as the highest severity and takes priority over new work.
- Support. Support is provided [08:00 to 18:00 UK, Monday to Friday] with published response targets by priority. These are response targets, not resolution targets, and are described that way.
- Onboarding. Every customer follows the same documented 30-day onboarding path, ending in a written report of activation, confirmed reach, posts published and languages served.
- Third parties. Sub-processors are selected on documented criteria, listed publicly, and reviewed at least annually. Where a third party fails, the company remains accountable to the customer for it.
- Records. Order forms, agreements, onboarding reports, incidents, complaints and corrective actions are retained for at least [six] years.
5. Complaints, non-conformity and corrective action
Any customer may raise a complaint to [email]. It is acknowledged within one working day and answered substantively within [five] working days. Every complaint, defect and incident is logged with its cause, the correction, the wider action taken to stop it recurring, and the date it was closed. Recurrence of a closed issue is itself treated as a non-conformity. The log is reviewed [quarterly].
6. Measurement and improvement
The company tracks a small number of measures it can act on: platform availability against the published target; time to first response by priority; activation and confirmed-reach rates achieved by customers; open defects by severity and their age; complaints raised and closed; and pilots meeting their agreed criteria. [Name, Director] reviews these [monthly] and this policy annually. Objectives are set for the year and recorded, so that improvement is a decision rather than an aspiration.
7. Responsibility
[Name, Director] is accountable for quality and for the resources needed to deliver it. Everyone engaged by the company is responsible for the quality of their own work and is expected to stop and raise anything that would put a customer's evidential record at risk, without fear of criticism for doing so.