{{project}} / provider {{business}} / client decision owner {{contact}} / review {{deadline}}

Purpose: make it clear where a request becomes an actionable record and who can approve a change. Start from the actual agreement and capabilities; this worksheet cannot add a service you do not deliver.
Channel map
Purpose | approved route | monitored by/when | authoritative record | fallback
--- | --- | --- | --- | ---
[Routine request] | [channel] | [owner/hours/time zone] | [request ID/location] | [route if unavailable]
[Scope/date approval] | [channel] | [authorized approver] | [dated decision] | [backup authority]
[Operational incident] | [actual operational owner’s route] | [their confirmed coverage] | [restricted incident reference] | [their approved alternative]
Choose one place for decisions. Summarize a call or chat there, identify the version and approver, and request confirmation. A read receipt, emoji, or an unconfirmed summary is not approval. Do not force every routine conversation into a formal process, but do not lose a decision in a private voice message.
Identify which channels you do not monitor and how to redirect a misplaced request. Do not advertise an emergency number, continuous monitoring, or immediate response unless a real staffed arrangement provides it. A design project does not automatically include website operations, security response, or weekend cover.
Use approved invitations with minimum access when access is necessary. Keep passwords, payment details, private customer records, and sensitive incident evidence out of shared planning notes. Record a restricted reference rather than copying the content.
Client-facing agreement draft: “Please send [requests/approvals] through [route]. Include [minimum information]. We monitor it [hours/time zone], excluding [known closures]. [Incident owner] handles [defined operational issue] through [confirmed route]. Our scope covers [actual work]; it does not include [relevant coverage limit].”
Ready when the client can select a route, the approval authority is known, and every advertised route has a confirmed owner. Mark unknown coverage as unresolved rather than filling it with reassuring language.

Your decision
Which channel is authoritative for requests and approvals?
My answer: [ ]
Source and date: [ ]
Still to check: [ ]
Next action, owner, and due date: [ ]

Before you start
- Communication channels: [Source or notes]
- Working hours: [Source or notes]
- Urgent scenarios: [Source or notes]

What you will make
A clear agreement for response windows, requests, and escalation.