Feedback and Ticket System

The partner should be able to provide insights about the candidates - background, technical experience, English level, soft skills, personality, and more.

1. Evaluation Rating: The developer will receive a rating based on different areas of assessment. Candidates with a rating below 70 will be automatically rejected. If the rating falls between 70 and 80, the candidate will be approved. If the rating exceeds 80, the candidate will be recommended by Simbiosis, enhancing their visibility in front of the client.
2. Profile Release: If the candidate has completed the process, and the client has not requested an interview within a period of 2 weeks, we recommend the agency to release the profile. It is important to note that the chances of progressing in the process decrease after 2 weeks.
3. Client Feedback: In the event that the candidate goes through an interview but is not selected, we will promptly share the client's feedback with the agency. This feedback will provide valuable insights for the candidate's improvement and future opportunities.

Once the collaboration has been confirmed and the developer starts working with the client, we recommend you introduce yourself to the client via Simbiosis chat.

You may use the following sample message

“Hello [Client's Name],

I am [Your Name] agency representative from [Name of your Agency]. I wanted to introduce myself and let you know that I am at your disposal for anything you may need.

We appreciate the opportunity given to [Developer’s Name], I hope he/she is a very useful resource to you and your team.

If you have any questions, concerns, or requests, feel free to reach out to me directly. Our agency is committed to providing exceptional service and ensuring clear communication throughout our collaboration.  We are excited about the opportunity to contribute to your success.

Best regards,”

In parallel, feedback will be requested from the client.

1. 1st week since the beginning of the collaboration: Simbiosis team will ask the client for overall comments/feedback.
2. 2 weeks since the activities start: Feedback session must be held with the Agency representative, the Client, and a Simbiosis team member. For clients with Guarantee, it is mandatory to have this session to make it valid.
3. 4 weeks since the beginning of activities: 2nd feedback session with same parties involved.
4. After that period of time, another session may be requested by any party, especially if there’s a special situation that needs to be discussed and tackled.

Along with these sessions, an automatic email is sent to the client requesting feedback about the developer, and vice versa with the following dates:

• 15, 30, 60, 90, and every 120 days since the collaboration turned active.

If the client does answer this email, the partner and the Simbiosis team will receive a copy of the answers. It is expected by the agency to follow up through the Simbiosis chat in case there hasn’t been an answer from the client yet to ensure the collaboration is going in the right direction.

Sample message to send to the client

“Hello [Client's Name],

Hoping this message finds you well. I wanted to personally follow up to ask how

[Developer’s Name]’s performance has been ever since he/she was incorporated into your team.

Please let me know if there’s anything, in particular, you would like him/her to focus on or improve on to ensure a successful collaboration.

I’m also open to having a quick call anytime you’d like to tackle any situation or help you may need from our end.

Best regards,”

If the developer answers the email, the Simbiosis team and the partner will receive a copy of them.  If the developer doesn’t answer, we ask you to ask for feedback on your 1:1s with the developer to make sure everything is running smoothly.

💡 We highly recommend having promptly follow-ups with the developer to identify any issues in time and make sure the developer is meeting the project and client’s expectations.

Ticket Support System

This recent release will help us accelerate the resolution of critical issues.

In case the client is facing troubles with your developer, they’ll be able to raise a ticket through the Platform specifying the reason(s). It is expected that the agency responds as soon as possible.

Reasons why a ticket can be raised.

• Communication Issues
• Working with Low Speed
• Little To No Participation
• Skillset Is Missing
• Delivering With Poor Quality
• Joining Late Or Missing Meetings
• Other

Both the Simbiosis team and you will receive a notification via email and platform. Follow these action steps.

1. First of all, respond to the client inside the Ticket telling them you’ll look into the situation in more detail with the developer and try to resolve the issue shortly.
2. Talk to the developer to understand the situation better and evaluate the severity of the problem.
3. Start planning for possible solution scenarios and discuss them with Simbiosis (via call or WhatsApp message). Aim for reaching a solution in no longer than 24 hours.
4. As soon as the solution and action plan have been agreed upon with Simbiosis, the agency, and the developer, reply to the client with the proposal directly in the Ticket inside the platform.

             a. We recommend proposing a meeting to soothe things, ensure the client feels understood, and that you’re interested in keeping the collaboration active.

5. Be attentive to the client’s response and start implementing corrective actions alongside with the developer.

             a. During this time, we recommend keeping special attention on the developer’s activities, attitude, and willingness to improve his work.

6. If things improve and the client’s response is positive, continue with the collaboration but stay alert to avoid another warning/ticket.

If things don’t get better, please read the Project completion protocols.