How we work
A clear process for starting, running and scaling an engagement, with accountability at every level.
Starting an engagement
Select each stage to see what happens and what you receive.
Discovery call
A 30-minute call to understand your requirements, systems, volumes and timelines.
Outcome
- A shared understanding of your needs
- An initial view of team shape
- Agreed next steps
Scope and proposal
We confirm team size, skills, shifts, reporting, service levels and pricing in writing.
Outcome
- A written proposal
- Agreed targets and SLAs
- A start date
Onboarding and knowledge transfer
We set up access, train the team on your processes and document every procedure.
Outcome
- SOPs for your processes
- Trained team members
- Access and security checks complete
Pilot
A small team starts on live work. We review quality and productivity with you every week.
Outcome
- Real results to assess
- Weekly pilot reviews
- A go or no-go decision
Scale
The team grows once the pilot meets the agreed targets, with the same leadership structure.
Outcome
- Planned ramp-up
- Team leaders in place
- Continuous reporting
Engagement models
Compare our four ways of working. You can change models as your needs change.
Dedicated team
A team that works only on your account, led by a Harphil manager.
Best for
- Ongoing, high-volume work
- Long-term programmes
How it works
- We hire, train and manage the team
- You set priorities and targets
Pricing
A fixed monthly fee per team member.
Who manages what
You manage
- Priorities and targets
- Process changes
Harphil manages
- Hiring and training
- Daily management
- Quality and reporting
Staff augmentation
Individual developers or specialists who join your existing team.
Best for
- Filling skills gaps quickly
- Teams with their own leads
How it works
- Specialists follow your processes
- You direct their daily work
Pricing
A monthly fee per specialist.
Who manages what
You manage
- Daily tasks and direction
- Code and delivery standards
Harphil manages
- Recruitment and HR
- Devices and security
- Replacement if needed
Fixed-price project
A defined scope, delivered for an agreed price by an agreed date.
Best for
- Clearly defined requirements
- One-off builds and migrations
How it works
- We agree scope and milestones
- Payment is linked to milestones
Pricing
A fixed price for the agreed scope.
Who manages what
You manage
- Requirements sign-off
- Acceptance testing
Harphil manages
- Planning and delivery
- Team and tools
- Quality and timelines
Managed service
We run a complete process to agreed service levels and report on it.
Best for
- Support and BPO operations
- Processes with clear SLAs
How it works
- We own the process end to end
- Performance is reported against SLAs
Pricing
A monthly fee linked to volumes and service levels.
Who manages what
You manage
- Service levels and outcomes
- Escalation decisions
Harphil manages
- People, process and tools
- Quality and SLAs
- Continuous improvement
Governance rhythm
Regular reviews at every level, so issues are found early and results are visible.
DailyTeam huddles
Team leaders review backlog, priorities and blockers, and submit end-of-day reports.
WeeklyBusiness review
Volumes, quality, turnaround and risks, reviewed with your team.
MonthlyPerformance review
Monthly business review, KPI dashboards and individual performance reviews.
QuarterlyImprovement plan
At least one process improvement proposal, plus account planning.
Escalation matrix
Every escalation has a named owner and a response time.
| Level | Owner | Handles | Response |
|---|---|---|---|
| L1 | Team leader | Day-to-day queries and work issues | Within the same shift |
| L2 | Service line manager | Quality, productivity or delivery concerns | Acknowledged within 4 hours |
| L3 | Service delivery lead | Service-level risks and resourcing | Action plan within 1 business day |
| L4 | Director, Operations | Critical, contractual or commercial issues | Any SLA risk raised within 24 hours |
Coverage across time zones
We schedule shifts to overlap with your business hours in the US, the UK or Europe. Shift patterns are agreed during scoping.
A typical working day, shown in India Standard Time (IST)
Information security
Our written information security policy sets out how we protect your systems and data.
Managed devices
Work is done only on company-managed devices. Personal devices are not permitted.
Access control
Access is role-based, reviewed regularly and removed promptly when someone leaves.
Patching
Security patches are applied within 30 days, and critical vulnerabilities within 24 hours.
Network protection
Firewalls and activity logging protect our networks and client systems.
Confidentiality
Every team member signs confidentiality terms before working on client accounts.
Policies and training
Staff are trained on information security, code of conduct and workplace policies.
Discuss your requirements with our team
Tell us what you need. We respond within one business day.