Some frequently asked questions.

While this can be helpful, having an overlap period is usually unnecessary. The Milestone team has extensive transition experience and will guide you through the process and ensure nothing gets dropped.

Anyone who would benefit from hearing the information or key internal stakeholders such as existing support staff in the areas of our engagement. We want to ensure your team feels comfortable with our presence. We want to build a strong foundation, and that starts with you. If someone can’t make it, let us know! We record our kick-off meetings for our internal reference; we are more than happy to share a copy.

Any good relationship requires commitment on both sides. In our kick-off meeting, we will provide a mutual list of expectations. We will outline what you can expect from us and what we must expect from you for the engagement to succeed. Communication is the key to our success, and we will work hard to proactively communicate with you and your team.

The simple answer is that it depends on your needs. During our kick-off meeting, we will work with you to understand your current needs and offer recommendations when appropriate to establish a good cadence. We want to strike the right balance in helping you get things off your plate while staying informed and in control.

Nothing is set in stone with our engagements.  The world is moving fast, and your business needs can change quickly.  One of the benefits of working with Milestone is that you can scale up or down as circumstances dictate.  Milestone offers a wide range of services to help you scale your business, whether it is project-based, temporary, or long-term.

We often get asked to help out with one-time projects.  One of the benefits of working with Milestone is that we can flex up when the situation dictates to cover these one-off needs.  We also have a deep pool of resources we can tap into if the project requires an extra set of hands or specific subject matter expertise. Our team operates on a “no surprises” model and will proactively communicate with you regarding the anticipated timeline for deliverables and the associated costs.

Phase in your proposal outline the work, general timeline, and billing structure you can expect as we ramp up our partnership.  Phases are tailored to each client’s needs.  Typically:

  • Phase I focuses on foundational work, such as kick-off meetings, discovery sessions, tool builds, and roadmap creation.
  • Phase II is about ongoing support—implementing what we’ve developed and making sure everything runs smoothly.
  • Phase III covers final steps, like advanced projects or transitioning your engagement from hourly to a fixed fee, as applicable.

It’s always a bit bittersweet when a client outgrows us, but we also recognize that it’s sometimes part of the journey.   If your business grows to the point that it makes sense to move a function in-house, we will work proactively to help you plan for it and execute the transition.  We take a long-term perspective on our client relationships at Milestone and always believe in doing what is best for your business. 

At Milestone, we don’t require long-term contracts.  We believe it is our job to keep you happy by providing outstanding service so you don’t want to leave.  If your circumstances change, though, and you need to end the engagement, our services are cancellable at any time with 30 days’ notice. 

Don’t see an answer to your question or have feedback about your experience, email cx@miletone.inc.