§ 01Contact
Everything reaches the same address, and is answered within one working day
Retained clients escalate through the channel agreed in their retainer. Everyone else starts at enquiries@eigenvector.group. That includes a live incident: send it to the same address and put "Incident" first in the message. Use the form for scoping, proposals, supplier assurance questionnaires, or reaching a named person.
§ 02Enquiry form
Six fields route the enquiry to the practice that would do the work
The form and the address reach the same place. The answers decide which practice lead reads the enquiry first, and the person who reads it is one of the people who would do the work.
Enquiries
The only route into the firm. Answered within one working day.
Retained clients
Escalation runs through the channel named in your retainer.
Registered
Eigenvector IT LLC
§ 03After you submit
Every enquiry is answered by a named person within one working day
The reply time is a commitment written into the contract and into the way the firm is run. There is no marketing sequence attached to the form.
01Immediate
Routed to a practice lead
The enquiry goes to the lead for the option you selected. Service-line enquiries are read by a consultant who delivers that work. Careers, media and supplier assurance go to the person who owns them. An automated confirmation carrying a reference number reaches you immediately; a person reads the enquiry itself.
02One working day
A named reply
A reply from a named person, with either an answer or two proposed times to talk. If the work is outside the firm's scope, the reply says so and says why. To chase it, reply to the confirmation and quote the reference number.
035 working days
Scoping call
The call runs 30–45 minutes. We sign a mutual non-disclosure agreement before it. We ask about the estate, the constraint driving the date, and who has to approve the work. The first scoping call carries no fee; a baseline assessment, if one follows, is fixed-fee against a written scope.
045 working days
Written proposal
Fixed scope, named people with the prior roles and personal credentials that qualify them, price or day rates, assumptions and exclusions, and the evidence each phase produces. Everyone who will do the work is named in it, and the lead who scoped the engagement signs it and delivers it. Proposals hold for 30 days.
§ 04Data handling
Enquiries are held for 24 months, then deleted
Server logs are kept for 30 days. Form data is encrypted at rest and visible only to the practice lead and the people they name. Contact details are never sold or shared with third parties. Do not include credentials, special category data, or the detail of a live incident: send the outline, and we will agree a channel for the rest on the first call.
§ 05Registered details
Company, invoicing and disclosure correspondence, all to one address
Company, invoicing, data protection and vulnerability disclosure correspondence goes to the same address as everything else: enquiries@eigenvector.group. A named person answers each of them.
Registered company
Eigenvector IT LLC, a limited liability company registered in the United States
This is the name to use on purchase orders, contracts and supplier records.
Invoicing
Invoices are issued in US dollars against the purchase order reference you supply. Day rates and band prices are fixed for the contract term.
Purchase order references and payment terms are printed on every invoice; remittance queries go to the contact named on it.
Data protection
Subject access requests and data protection enquiries: enquiries@eigenvector.group
Rights under the GDPR are honoured for visitors in the European Union. Receipt is acknowledged within 5 working days, and the request is answered within one month.
Vulnerability disclosure
Report a flaw in eigenvector.group or in any service the firm operates: enquiries@eigenvector.group
The policy is published at https://eigenvector.group/vulnerability-disclosure.html and named in https://eigenvector.group/.well-known/security.txt. Reports are acknowledged within one working day, and the firm takes no action against good-faith research.
Insurance
Professional liability and cyber liability cover is placed with a rated carrier.
Limits are stated in the proposal and certificates of insurance are issued on request.