Project completion protocols

If the client raises a first warning through Simbiosis chat, Tickets platform, or if Simbiosis informs you directly via WhatsApp, follow these steps:

1. Investigate the issue thoroughly and converse with the developer.
2. Contact the client through Simbiosis chat or email, explaining the situation and proposed solutions. Schedule a feedback call within 24 hours with the client and Simbiosis to align on solutions.
3. Maintain constant communication with Simbiosis, proposing solutions such as tracking work and deliverables or suggesting a replacement.

a. We list some possible solutions → The agency will track the developer’s work and deliverables, track actual working times, or even propose a replacement in case the situation is not favorable.

b. Remember that you are responsible to make sure the developer is only assigned to the client’s project full-time. If this is not being followed, the developer will be replaced right away and the agency will receive a flag.

4. Within 24 hours, schedule a calla with Client and Simbiosis: explain next steps and solutions.
5. After 5 days, request feedback from the client on the developer's performance. If improved, request feedback periodically (Every 2 weeks).
6. If situation doesn't improve, the client can request an end date:

• Notify the developer, deactivate credentials on end date.
• Ensure proper documentation transfer to avoid legal implications.

⚠️ Important Information:Failure to take corrective actions may result in immediate collaboration termination.Such termination can affect agency's participation in future Simbiosis projects by receiving a FlagTerminated candidates with bad feedback won't be considered for future opportunities.

Client's Simbiosis Guarantee:

• If client has Guarantee, conduct feedback sessions in weeks 2 and 4.
• Attendees: Client, Partner, Simbiosis member.
• Criteria: Punctuality, commitment, deliverability, quality, communication, feedback.

Warranty Explained:

• Unsatisfied clients can replace or end collaboration within first month.
• 2 mandatory feedback sessions during the first month, in case of negative feedback the client will be exempted from payment.
• If agency foresees loss, collaboration can end in weeks 2 or 3.

Ending Collaboration

• Always conclude collaborations positively, using our template in Simbiosis Chat.

Reasons why the client may decide to stop the collaboration (with the exception of poor performance):

• Budget cuts
• Project concluded
• Project needs changed
• Management decisions

If any of these reasons happens to be the case for ending the collaboration, the client and/or Simbiosis will directly contact you to let you know about the situation.

Per the contract, this notice will be given within 30 days of anticipation.

Process:

1. Ask Simbiosis for the official end date of the collaboration
2. Talk to the developer to let them know about the end of the collaboration and his last day of activities.

            a. During that call with the developer, make sure his/her performance won’t be impacted until the collaboration completion, thus, not affecting the deliverables or pending tasks.

3. Once the end date is reached, credentials will be taken away from the developer. The agency is committed to reviewing that the developer has delivered all client documentation and removing all records, code, and confidential information, otherwise, it could expose itself to serious legal consequences.

*You can apply this candidate to other projects within Simbiosis, in case he/she has received good feedback from the client, he/she will be given priority.

4. Always end a collaboration with a customer in the best terms possible, please go to our template section and select the best closure message to send through our Simbiosis Chat to the customer.

Reasons why a developer may decide to end the collaboration and how to tackle them:

• Found another opportunity (looking to resign from your agency)  

Offered higher pay:

Steps to follow once the developer has notified the agency, prior to notifying the client.

1. Talk to the developer and investigate how much they have been offered.
2. Bring this information to Simbiosis and discuss possible solutions, such as trying to increase the developer's salary internally.
3. If feasible, establish a date for the salary increase and continue with the collaboration.
4. If the developer requests a higher amount than the agency can afford, evaluate if it would be possible for the client to increase the salary. Simbiosis will handle this situation directly.
5. If the client agrees to increase the salary, the developer remains in the project, and a new Statement of Work (SOW) will be sent to establish the effective date of the salary increase.

Steps to follow to notifying the client:

1. If it's not feasible to increase the developer's salary, the developer has the right to leave with a 30-day notice given to the client, committing to execute the last deliverables on time and with quality.

Contact the customer through Simbiosis Chat, please see an example of how to notify the customer:

Dear [Customer's Name],

We hope this message finds you well. We regret to inform you that [Developer's Name], will no longer be able to continue collaborating with us. They have been presented with another opportunity that they have decided to pursue. Their last day of work with us will be [Last Day of Work].

We understand the importance of maintaining consistent support for your project, and we are fully committed to ensuring a smooth transition. To facilitate this process, we would appreciate your valuable feedback regarding [Developer's Name]'s performance during their time with your team. Your insights will help us improve our services and support for future collaborations.

Additionally, we would like to offer any assistance you may need during this transition period. If there are any specific requirements, knowledge transfer, or documentation you require from [Developer's Name] before their departure, please let us know, and we will make the necessary arrangements to facilitate a seamless handover.

Moreover, we are actively exploring suitable replacement options to continue the work on your project. Our team is in the process of identifying qualified candidates who possess the necessary skills and expertise to fill the position. We aim to present you with a shortlist of potential replacements, and your input in the selection process is invaluable. We will reach out to you with their profiles, including their skills, experience, and relevant project examples, once we have completed the evaluation.

We apologize for any inconvenience caused by this unexpected change and assure you of our commitment to delivering the highest level of service and support. If you have any immediate concerns or questions, please don't hesitate to contact us.

Thank you for your understanding and cooperation during this transition. We appreciate your feedback, cooperation, and continued trust in our services. Together, we will ensure a smooth transition and the ongoing success of your project.

Sincerely,

[Your Name][Your Title][Company Name][Contact Information]

3. If a replacement is needed, priority will be given to the agency's candidates for a period of 10 days.

Offered benefits (insurance, courses, bonuses, PTOs):

Steps to follow once the developer has notified the agency, prior to notifying the client.

1. Talk to the developer and investigate what benefits is him/her being offered.
2. Bring this information to Simbiosis and discuss possible solutions. For example: the Agency provides a bonus after x amount of months, or collaborations inside the Simbiosis network that can provide benefits to the developer.

             a. If that works, establish the benefits, the date on which those benefits are going to be  provided, and the parties responsible for offering them.

3. If the options provided are not enough convincing for the developer, then Simbiosis will discuss it with the client to see if they have the capacity to provide additional benefits to the developer.

             a. If the client is willing the benefits and those are good for the developer, he/she remains in  the project and a new SOW will be sent establishing the date on which these benefits will take effect.

Steps to follow to notifying the client:

• If it’s not feasible for the parties involved to increase the developer’s salary, then, the developer has the right to leave with a 30-day notice given to the client and committing to execute the last deliverables on time and with quality.

Contact the customer through Simbiosis Chat, please see an example of how to notify the customer:

Dear [Customer's Name],

We hope this message finds you well. We regret to inform you that [Developer's Name], will no longer be able to continue collaborating with us. They have been presented with another opportunity that they have decided to pursue. Their last day of work with us will be [Last Day of Work].

We understand the importance of maintaining consistent support for your project, and we are fully committed to ensuring a smooth transition. To facilitate this process, we would appreciate your valuable feedback regarding [Developer's Name]'s performance during their time with your team. Your insights will help us improve our services and support for future collaborations.

Additionally, we would like to offer any assistance you may need during this transition period. If there are any specific requirements, knowledge transfer, or documentation you require from [Developer's Name] before their departure, please let us know, and we will make the necessary arrangements to facilitate a seamless handover.

Moreover, we are actively exploring suitable replacement options to continue the work on your project. Our team is in the process of identifying qualified candidates who possess the necessary skills and expertise to fill the position. We aim to present you with a shortlist of potential replacements, and your input in the selection process is invaluable. We will reach out to you with their profiles, including their skills, experience, and relevant project examples, once we have completed the evaluation.

We apologize for any inconvenience caused by this unexpected change and assure you of our commitment to delivering the highest level of service and support. If you have any immediate concerns or questions, please don't hesitate to contact us.

Thank you for your understanding and cooperation during this transition. We appreciate your feedback, cooperation, and continued trust in our services. Together, we will ensure a smooth transition and the ongoing success of your project.

Sincerely,

[Your Name][Your Title][Company Name][Contact Information]

• If a replacement is needed, priority will be given to the agency over the candidates presented for 10 days.

Has a personal situation that affects his commitment to the project:

Steps to follow once the developer has notified the agency, prior to notifying the client.

Family or personal:

1. Talk to the developer and investigate the situation in more detail.
2. Share the information with Simbiosis and altogether, determine how severely that matter impacts the project and for how long. Evaluate solutions that allow the collaboration to continue. (For example - liberty of schedule but full completion of activities, fewer working hours if it’s convenient for the client, and until a fixed date).

Steps to follow to notifying the client:

If the developer can continue with the project, organize a meeting with Simbiosis and the client through Simbiosis Chat.

Dear [Customer's Name],

I hope this message finds you well. I am reaching out to inform you about a matter concerning [Developer's Name], the developer hired as staff augmentation for your project. [Developer's Name] has recently encountered a personal situation that requires our attention and understanding.

[Explain the personal situation briefly, highlighting any specific needs or conditions requested by the developer]. We understand that this situation may have implications for the progress of your project and we want to address it with empathy and care.

We kindly request your input on the feasibility and impact of the special conditions requested by [Developer's Name]. We want to ensure that we fully understand your perspective and discuss how to handle the situation in the best possible way. Please let us know your thoughts on the requested conditions and how you would like to proceed.

To have a more detailed discussion and address all concerns, we suggest scheduling a meeting at your earliest convenience. This will allow us to have a productive conversation and find a mutually agreeable solution that meets the needs of all parties involved.

Additionally, we value your feedback regarding [Developer's Name]'s performance on your project. Your insights and evaluation are important to us as we strive to improve our services and ensure client satisfaction.

Furthermore, we want to ensure a smooth transition and uninterrupted progress for your project. If there are any specific requirements, knowledge transfer, or documentation you require from [Developer's Name], please let us know, and we will make the necessary arrangements to facilitate a seamless handover.

While we explore ways to accommodate [Developer's Name]'s circumstances, we are also prepared to present you with suitable replacement options if necessary. Our aim is to provide you with candidates who possess the required skills and expertise to ensure the continuity of your project's success. We will work closely with you to identify the most suitable candidate, taking your preferences and requirements into account.

We apologize for any inconvenience caused by this situation and assure you of our commitment to delivering the highest level of service and support. If you have any immediate concerns or questions, please don't hesitate to contact us.

Thank you for your understanding, cooperation, and continued trust in our services. We value our partnership and look forward to finding the best possible resolution for all parties involved.

Sincerely,

[Your Name][Your Title][Company Name][Contact Information]

3. During the meeting, talk about the dev's personal situation and bring up the solutions that you as an agency can provide. Agree on terms, deliverables, and expectations in case the client is flexible with the situation.

             a. If the solution won’t work for the client or the developer, agree on finding a suitable replacement and state how the agency plans to take responsibility for future collaborations.

b. The end date of the developer will be agreed upon by the severity of the situation. *The aim is to have at least 30 days to mark the end of activities, but if the developer is not working effectively anymore, avoid extending the collaboration to stop charging working hours to the client.

c. If a replacement is needed, priority will be given to the agency over the candidates presented for 10 days.

4. Finally,  always end a collaboration with a customer in the best terms possible, please go to our template section and select the best closure message to send through our Simbiosis Chat to the customer.

The role wasn’t what he/she was expecting

Looking for another type of project:

Steps to follow once the developer has notified the agency, prior to notifying the client.

1. Investigate in more detail what the developer was expecting for the role and why this wasn’t brought upon before the hiring. Understand if the expectations were some and the reality is completely another.
2. Talk to Simbiosis and work on the action plan.
3. Schedule a call with the client and Simbiosis, through Simbiosis chat, to talk about the developer’s concerns and clarify any misunderstanding. For example: If the role is expected to change or adjust and that shouldn’t worry the developer, or if the reality is another, check if they’re willing to have the developer enter a trial period (charged).
4. According to what’s agreed, establish dates to review the status and progress of the collaboration from both sides. If things work out, collaboration takes its normal course. If not, other solutions should be proposed and evaluated.

Notifying the customer of the end of this collaboration through Simbiosis chat.

If in the end, the developer wants to resign from the project the end of activities will be agreed 30 days after given notice, please use the following template to notify the customer

Dear [Customer's Name],

We hope this message finds you well. We regret to inform you that [Developer's Name], will no longer be able to continue collaborating with us.  Their last day of work with us will be [Last Day of Work].

We understand the importance of maintaining consistent support for your project, and we are fully committed to ensuring a smooth transition. To facilitate this process, we would appreciate your valuable feedback regarding [Developer's Name]'s performance during their time with your team. Your insights will help us improve our services and support for future collaborations.

Additionally, we would like to offer any assistance you may need during this transition period. If there are any specific requirements, knowledge transfer, or documentation you require from [Developer's Name] before their departure, please let us know, and we will make the necessary arrangements to facilitate a seamless handover.

Moreover, we are actively exploring suitable replacement options to continue the work on your project. Our team is in the process of identifying qualified candidates who possess the necessary skills and expertise to fill the position. We aim to present you with a shortlist of potential replacements, and your input in the selection process is invaluable. We will reach out to you with their profiles, including their skills, experience, and relevant project examples, once we have completed the evaluation.

We apologize for any inconvenience caused by this unexpected change and assure you of our commitment to delivering the highest level of service and support. If you have any immediate concerns or questions, please don't hesitate to contact us.

Thank you for your understanding and cooperation during this transition. We appreciate your feedback, cooperation, and continued trust in our services. Together, we will ensure a smooth transition and the ongoing success of your project.

Sincerely,

[Your Name][Your Title][Company Name][Contact Information]

• If a replacement is needed, priority will be given to the agency over the candidates presented for a period of 10 days.

Conflict with the project/client

Steps to follow once the developer has notified the agency, prior to notifying the client.

The client is demanding complex tasks that require more time or a higher level of expertise than the developer posses.

1. Understand the situation better with the developer.
2. Expose the concerns to Simbiosis.

Steps to follow to notifying the client:

Request a feedback session with both the client and Simbiosis and altogether try to reach a solution, through Simbiosis Chat.

Dear [Customer's Name],

I am writing to discuss a concern raised by [Developer's Name] regarding certain aspects that require clarification.

To address this effectively, I propose scheduling a meeting at your earliest convenience. It's essential for the seamless progress of your project and the satisfaction of all stakeholders that we collaboratively address this concern. Your input is highly valued, and we seek your thoughts on how best to approach the situation.

Furthermore, your insights on [Developer's Name]'s performance on the project are crucial as we continuously enhance our services to achieve optimal outcomes.

We appreciate your understanding, cooperation, and ongoing trust in our services. Our partnership is of great value, and we are committed to achieving the best resolution for all involved parties.

Sincerely,

[Your Name][Your Title][Company Name]

1. According to the session with the client, determine the action. (For example: Providing courses/coaching to see if the developer can step up, keeping track of working hours to see if the developer is indeed working extra hours, or other possible solutions according to that particular case. Or even so, start looking for a replacement.)
2. Discuss it with the developer and in schedule periodic 1:1s to receive feedback from on how the collaboration takes course in the following weeks.

• If in the end, the developer wants to resign from the project the end of activities will be agreed 30 days after given notice.
• If a replacement is needed, priority will be given to the agency over the candidates presented for a period of 10 days.

The main interest in all cases is to keep the collaboration active, but if things aren’t optimal, always try to propose solutions.

💡 When collaboration is definitively being wrapped up…The agency will take responsibility for a smooth end of the collaboration, assuring the developer delivers the remaining critical tasks to the client and that he/she deletes every confidential information from the client once credentials are taken away. Otherwise, it could expose itself to serious legal consequences.

⚠️ Failure to adhere to the outlined process may result in Simbiosis choosing not to consider the developer or agency for future applications.

‍

Exit due to buy-out

Process

1. Simbiosis will let you know when a client is interested in a buying-out a current developer.
2. Review the contract conditions and inform Simbiosis the agreement.
3. If the conditions proceed, an official buy-out date will be established
4. Simbiosis will take care of submitting the paperwork which you review and sign to avoid any inconvenience.

*If the buy-out option wasn’t agreed in the original contract, the conditions can be negotiated with the client - always keep Simbiosis informed.

💡 Standard buy-out option

        2 months of the developer’s salary after 12 months of the collaboration being active.

Billing and closure + Templates

Once an end date has been established, you must send a message through the Simbiosis chat to indicate the official end date of activities with the developer and the total amount invoiced until that date.

⚠️ We strongly advise waiting for the client's approval of the invoice before finalizing the developer's last payment, to allow for any necessary clarifications.

Template*:*

“Hello {Client’s name},

This message is to give notice that the official end date of activities of {Developer’s name} at {Client’s company name} will be on {End date of activities}.

The total hours to be invoiced this month are equivalent to {X} hours

We will ensure that he/she hands over his/her last activities and that he/she will remove all company’s confidential information from his/her hardware once his/her access is withdrawn.

If anything else is needed, I am at your best disposal.

We hope we can collaborate in the near future and offer you the best service”