OPERATIONS / RESPONSIBILITY
A clear owner for
every decision.
Deployments move faster when business and system responsibilities are assigned explicitly. Use this draft allocation to build an agreed statement of work and project RACI; it is not a substitute for signed terms.
DRAFT RESPONSIBILITY MATRIX
Separate client authority
from technical execution.
| Workstream | Mavenu | Client operations | Client system / compliance owner |
|---|---|---|---|
| Baseline and success metric | Design measurement | Approve business outcome | Validate evidence source |
| Customer data and contact rights | Specify minimum data needs | Identify eligible cohorts | Approve access and legal basis |
| Service knowledge and scripts | Configure and test | Approve facts and language | Review regulated topics as needed |
| Calendars and phone routing | Implement and test | Confirm operational availability | Authorize connections |
| Emergency / exception handling | Implement controls | Own human response | Approve policy as needed |
| Acceptance testing | Execute and document | Approve real-world scenarios | Validate data and access boundaries |
| Controlled launch | Manage release and rollback | Authorize go-live | Authorize connected systems |
| Reporting and pilot decision | Compile evidence | Own commercial decision | Reconcile with records |
No unassigned escalation owner.
Each client engagement should name who answers after-hours escalations, who approves data access, who signs acceptance, and who can pause the system.
Create an initial decision brief ↗Six-gate deployment plan