Owner: Zimal Aziz — Delivery Support Specialist
Joint Ownership: Hamza Tasneem (Head of Development) · Andrew Herbert
(reviews all offboarding communications before sending)
Department: D3 — Client Support
Entity: REMAP.ai
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: June 2026 | Classification: Confidential
What this workflow does: Covers the formal close of every client engagement
regardless of how it ends — natural project completion, client-initiated early exit,
or REMAP.ai-initiated termination. Every offboarding follows the same core checklist
but uses a different communication variant depending on the exit type.
What triggers it: One of three triggers:
What it produces: Formal engagement close + all files archived and organised in
Google Drive + all system access revoked (coordinated with DevOps/INF) + DEL-10
(Internal Retrospective) triggered + offboarding communication sent and confirmed
received.
Why it matters: How a client is offboarded is the last impression REMAP.ai makes.
A professional, organised close — files handed over cleanly, access removed promptly,
communication warm and clear — protects the relationship and the reputation regardless
of how the engagement ended.
⚠️ Andrew Involved — Andrew reviews every offboarding communication before
it is sent to the client. Variant C (REMAP-initiated termination) requires his
written approval before any action is taken. No offboarding email goes out without
his sign-off.
| Variant | Exit type | Trigger | Andrew involvement |
|---|---|---|---|
| A | Natural completion | NPS complete (CS-04) | Reviews communication before send |
| B | Client-initiated | Client formally requests exit | Reviews communication before send |
| C | REMAP-initiated | Internal decision to terminate | Written approval required before any action |
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Runs the offboarding checklist; prepares all offboarding communications; coordinates file archiving; notifies DevOps for access revocation; triggers DEL-10 | No |
| Andrew Herbert — CEO | Strategic | Reviews all offboarding communications before sending. Written approval required for Variant C. Final authority on all exit decisions. | Yes |
| Hamza — Head of Delivery | D4 Delivery | Joint owner. Confirms all deliverables are complete and handover checklist ticked before Variant A offboarding begins. Oversees access revocation. | No |
| DevOps / INF | D5 Infrastructure | Revokes all system access per INF-01 on Zimal's instruction. Confirms access removed in writing. | No |
| Legal Lead | D6 Operations | Involved in Variant C if the termination involves contractual complexity, breach, or legal risk | No |
Internal rule: Every item on this checklist must be ticked before the offboarding
is marked complete in CS-01-DOC-01 (Client Master Record). Andrew must review the
offboarding communication before it is sent — this is a hard gate, not a suggestion.
Before sending any variant: Andrew must review and approve. No exceptions.
Subject: [Client Name] x REMAP.ai — Engagement Close
Hi [Client Name],
I hope you are doing well.
Formal engagement close
With [deliverable/engagement name] now complete and your [NPS / feedback] received,
I wanted to take a moment to formally close out our engagement and make sure everything
is in order for you.
What we have handed over
Your files and access
All project files are organised and available in your [Google Drive folder / shared
workspace]. If you need anything from us after today, please do not hesitate to reach
out — we are always happy to help.
Access
All system access related to this engagement has been formally removed on our side.
If there is anything on your side you would like us to confirm, please let me know.
A genuine thank you
It has been a pleasure working with you and the team at [Company Name]. We are proud
of what we built together and hope to have the opportunity to work with you again in
the future.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
Subject: [Client Name] x REMAP.ai — Engagement Close
Hi [Client Name],
Thank you for letting us know. We completely understand and respect your decision.
Confirming the close
As discussed, we are formally closing the engagement as of [date]. We want to make
this transition as smooth as possible for you.
What we are handing over
Your files and access
All files and documentation produced during the engagement are organised and available
in [Google Drive folder / shared workspace]. All system access has been formally
removed on our side.
Any outstanding items
[If applicable: Note any outstanding items, agreed next steps, or final invoicing
details. If none: There are no outstanding items on our side.]
Thank you
We genuinely appreciate the opportunity to work with you. Should you need our
support in the future, we would welcome the conversation.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
⚠️ This variant requires Andrew's written approval before any action is taken.
Legal Lead must be involved if there is contractual complexity, breach, or legal risk.
Zimal does not send this email without explicit written instruction from Andrew.
The tone must be professional, factual, and measured — no emotional language.
Subject: [Client Name] x REMAP.ai — Notice of Engagement Termination
Hi [Client Name],
I am writing to formally notify you that REMAP.ai is terminating the engagement
effective [date], in accordance with [contract clause / notice period].
Reason for termination
[Andrew to provide — factual, measured, and legally reviewed if applicable.]
What happens next
Outstanding financial matters
[Detail any outstanding invoices, final billing, or refund position if applicable.
Habibah to confirm before this email is sent.]
File handover
All project files and documentation completed to date are being organised and will
be available in [Google Drive folder] by [date].
Questions or concerns
If you have any questions about this notice, please direct them to [Andrew Herbert /
Legal Lead contact] at [contact details].
Yours sincerely,
[Andrew Herbert — CEO | REMAP.ai]
[Zimal Aziz — Delivery Support Specialist | REMAP.ai]
| Tool | How it's used | Agent-ready |
|---|---|---|
| Gmail | Sending offboarding communication — all variants | Yes — API + MCP |
| Google Drive | File archiving and organisation; Client Master Record update | Yes — API + MCP |
| CS-01-DOC-01 | Client Master Record — engagement close date, outcome, NPS score | Yes — API + MCP |
| CS-06-DOC-01 | Offboarding Checklist — every item ticked before close marked complete | Yes — API + MCP |
| CS-06-DOC-02 | Offboarding Communication — correct variant selected and Andrew-approved | Yes — API + MCP |
| CS-05-DOC-02 | Escalation Plan — closed and outcome documented if applicable | Yes — API + MCP |
| Jira | All open tasks closed or transferred; PM notified | Yes — API |
| Discord | DevOps notified for access revocation; DEL-10 scheduling; Andrew review request | Yes — API |
| INF-01 | PrivateAI infrastructure access revocation if applicable | Yes — API |
Decision: Which variant applies?
| Trigger | Variant | First action |
|---|---|---|
| NPS complete (CS-04) — natural end of engagement | A | Confirm checklist; prepare Variant A email; Andrew reviews; send |
| Client formally requests early exit | B | Notify Andrew immediately; confirm checklist; prepare Variant B email; Andrew reviews; send |
| Internal decision to terminate | C | Andrew written approval first — no action until received; Legal Lead if contractual risk; prepare Variant C email; Andrew reviews; send |
Decision: Is Legal Lead involvement required for Variant C?
| Condition | Action |
|---|---|
| Standard termination — clear contract clause, no dispute | Andrew approval + Zimal proceeds |
| Termination involves breach, dispute, or legal risk | Andrew approval + Legal Lead reviews before any communication sent |
| Scenario | How to handle | Escalation |
|---|---|---|
| Client disputes the termination (Variant C) | Zimal does not respond. Andrew and Legal Lead manage all communication. | Andrew + Legal Lead — immediately |
| Client requests files after offboarding is complete | Zimal provides from archived Google Drive folder within 2 business days. | No escalation — Zimal handles |
| Access revocation cannot be confirmed by DevOps within 48 hours | Zimal chases DevOps. Escalate to HoD if not resolved within 48 hours. | HoD if >48h |
| Andrew unavailable to review offboarding email | Offboarding email is not sent until Andrew reviews. No exceptions. | Wait for Andrew — no substitutes |
| Client goes dark after offboarding email sent | Log as no response in Client Master Record. Engagement is formally closed on REMAP.ai's side. | No escalation |
| Outstanding invoice not settled at close | Habibah manages collection. Zimal does not send offboarding email until invoice status is confirmed with Habibah. | Habibah → Andrew if unresolved |
| Metric | Type | Target |
|---|---|---|
| Andrew reviews offboarding email before send | Process | 100% — no exceptions |
| Andrew written approval received before Variant C action | Process | 100% — no exceptions |
| All checklist items ticked before close marked complete | Process | 100% |
| Access revocation confirmed by DevOps within 48h | Process | 100% |
| Client confirms receipt of offboarding email | Process | 100% |
| DEL-10 scheduled within 5 business days of close | Process | 100% |
| Client Master Record updated with close date and outcome | Process | 100% |
| # | Item | Owner |
|---|---|---|
| 1 | Variant C has no defined legal contact or formal legal process — Legal Lead involvement pathway needs to be documented in OPS-L01 | Legal Lead + Andrew |
| 2 | No confirmation of who handles Variant C if Andrew is unavailable — this scenario has no backup defined | Andrew to define |
| 3 | Final invoice confirmation process with Habibah not formally documented — relies on informal coordination | Habibah + Andrew |
| Direction | Workflow | What flows |
|---|---|---|
| Upstream | CS-04 — Post-Delivery Process | NPS complete triggers Variant A offboarding |
| Upstream | CS-05 — Client Health Monitoring & Escalation | Red signals resulting in termination trigger Variant C |
| Downstream | DEL-10 — Internal Retrospective | Triggered within 5 business days of engagement close (pending) |
| Downstream | OPS-L01 — Legal Master | Variant C with contractual complexity escalates here (pending) |
| Downstream | OPS-F01a — Invoicing & Financial Management | Final invoice settlement confirmed at close (pending) |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — 3-variant offboarding (natural completion, client-initiated, REMAP-initiated), offboarding checklist (CS-06-DOC-01), 3-variant communication templates (CS-06-DOC-02), access revocation coordination with DevOps/INF. Andrew gate on all communications. Legal Lead involvement for Variant C. Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
← Back to Customer Support Hub · ← Back to Company Operating System