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Reference — generated from the toolkit

Source of truth: toolkit/templates/stop-comms-pack.md. Edit it there; this page is regenerated on build.

STOP client communications pack

The narrative frame (approved story — use everywhere)​

Stability investment as a client benefit. The frame, in one paragraph:

We are investing a defined period in the stability, security and performance of the platform your business runs on — hardening the foundations before a step-change in how fast we can deliver for you. Support continues, urgent fixes continue, and everything we've committed to you is being honoured or re-planned with you directly.

Framing rules:

  • Lead with the benefit, not the pause — "investing in stability" and "faster delivery afterwards", never "halting development" or "freezing the roadmap".
  • Be concrete about what continues — support, S1/S2 fixes (rapid-fix SLAs), regulatory-date work, and every commitment in the client-commitment register.
  • Give dates — a defined window with a review point beats an open-ended pause in every client conversation.
  • Never blame — no "legacy mess", no "tech debt crisis"; the story is investment, not confession.

Letter / email skeleton​

Subject: Investing in {product} — what this means for {client}

Dear {name},

{Opening — the investment, framed as above: what we're strengthening and why it benefits them; one sentence on the outcome — materially faster, safer delivery.}

{What continues — support unchanged, urgent fixes to the usual SLAs, your committed work: state the specific commitment(s) from the register and their status/date.}

{What changes — new feature and configuration requests during the window are logged and prioritised for the resumption of delivery, with dates confirmed at that point.}

{The window — start date, expected duration, review point.}

{Named contact and the standing cadence call where they'll hear progress.}

{Sign-off — account lead, not a generic inbox.}

Account-lead talking points​

  • The platform their schemes, quotes, MTAs and claims run on is getting a dedicated stability and security investment — this protects their book.
  • Nothing they rely on today stops: support, incident response and urgent fixes run to the same SLAs throughout.
  • Every commitment we've made to them has a named owner and a disposition — walk them through their rows, not the programme.
  • Regulatory-dated work is ring-fenced and unaffected. Full stop.
  • New requests aren't refused — they're logged, and they'll be delivered faster after the window than they would have been before it.
  • What follows is a step-change in delivery speed; this window is what makes that safe.
  • If pressed on "why now": the honest, approved line is that we're re-tooling how we build so we can deliver at a pace the old approach couldn't sustain — from strength, not from failure.

FAQ skeleton (draft answers — approve before use)​

  1. Does this delay my feature? {If in the register as honour: no — confirm date. If renegotiate/fold: the date is moving and here is the new one, agreed with you — plus why it arrives better.} Every commitment has a disposition; none are silently dropped.

  2. Why are you pausing development? Is something wrong? Nothing is wrong — we're investing a defined window in stability, security and performance ahead of a significant increase in delivery speed. Pausing new feature work briefly is what makes that investment fast and safe.

  3. What happens if something breaks during the window? Support and incident response are unchanged. Urgent issues interrupt the window under our published severity SLAs; they are not queued behind it.

  4. Is AI writing my software? AI agents do the building; our engineers direct, review and govern every change, and a human authorises anything irreversible. Our client transparency & due-diligence standard sets out the full position, including the due-diligence annex for your procurement and vendor-risk teams.

  5. Is my data used to train AI models? No. Client data is never used to train models, and our approved tooling carries no-training terms — detailed in the same transparency pack.

  6. What about the config change / MTA update I've already asked for? It's in our commitment register with an owner and a disposition — {state it}. Regulatory-dated changes proceed regardless of the window.

  7. Does this change my contract, renewal or pricing? No. Where a delivery date in a contract moves, we'll agree that with you explicitly as a variation — nothing changes unilaterally.

  8. When does delivery resume, and what's different afterwards? {Date/review point.} Afterwards: materially faster delivery with stronger built-in quality and security gates — we'll show you, not just tell you, at your first post-window cadence call.

Re-engagement note skeleton (when RAPID delivery resumes)​

Subject: {product} — delivery resumes {date}

Dear {name},

{What the window achieved, in their terms — stability, security and performance outcomes, not internal jargon.}

{Their commitments — each register item's confirmed delivery date under the new model.}

{What's different — the faster cadence they'll see, and the standing rhythm where they'll see it.}

{Invitation — first cadence call / demo date.}