1. Purpose
Make sure staff lock customer expectations before work continues and prevent vague requests becoming unpaid obligations.
2. When to use this process
Use it before project start, when a customer requests a change, when feedback is late, before final delivery and whenever a dispute risk appears.
3. Staff role responsible
Account managers create locks and send understanding screens. Project staff update scope and revision notes. Managers review risk/escalation events.
4. Step-by-step procedure
Create or select the lock, confirm included/excluded scope, send the customer confirmation, record changes, run DriftGuard™/ScopeFuse™, apply SilenceShift™ for late responses and export evidence if needed.
5. Quality checks
Every active job has clear included/excluded scope, confirmed responsibilities, deadline condition, revision boundary and timeline event before work proceeds.
6. Escalation rules
Escalate repeated scope pressure, customer denial of confirmed terms, late assets affecting deadlines, refund pressure or high-risk weather status.
7. Related feature
Expectation Locks, Understanding Screens, DriftGuard™, ScopeFuse™, PromiseFirewall™, Evidence Bundle Exporter™ and CompletionLock™.
8. Related troubleshooting
EGGY-EXT-006, EGGY-ROUTE-009 and EGGY-CONFIG-008.