This is the standing record of our relationship — one copy per client, kept current by both sides for as long as we work together. It is not tied to any single project or engagement. Whenever a contact changes, an engagement closes, or access is granted or revoked, update it here rather than starting a new document.
Section 1 — Organisation & Legal Entity
Company / registration number:
Section 2 — Billing Entity & Invoicing Requirements
Billing entity (if different from above):
Accounts payable contact:
Purchase order required before work starts?
Portal, reference codes or other invoicing formalities we must follow:
Section 3 — Client-Side Contacts
Everyone on the client side we deal with, what they are responsible for, and how far their sign-off authority runs. Keep this current — an out-of-date approver list is the most common cause of a stalled deliverable.
Section 4 — Our Account Team
Cover arrangements when the account lead is away:
Section 5 — Systems & Access
Every tool, account or shared workspace we have been given access to, and the date it was granted or removed. Never record passwords here — note only the system, the named user and the dates.
Section 6 — Engagement History
A running list of every piece of work we have done for this client. Add a row when an engagement starts; update the status when it closes.
Section 7 — Meeting Cadence & Preferred Channels
Standing meeting — day and time:
Preferred channel for day-to-day contact:
Where formal deliverables and approvals are sent:
Time zone and working-hours notes:
Section 8 — Agreed Escalation Path
Who is contacted, in what order, when something is going wrong — a missed date, a quality problem, a disputed invoice.
First point of escalation (our side):
First point of escalation (client side):
Final decision-maker if the first level cannot resolve it:
Agreed response window for an escalated issue, and any exceptions:
Section 9 — Relationship Notes
A dated log of anything worth remembering next time — a reorganisation on the client side, a preference we learned the hard way, a decision that shaped how we work together, feedback given or received. Newest entry at the top.
Keep this record current — it is the single place either side should look to answer "who, how and since when".