We provide services to our clients under two engagement models: consulting projects and fractional COO services.

A project is service designed to address a specific need or set of needs. The deliverables vary by project, but are typically either a set of recommendations, or the implementation of one or more operations processes. 

Operations projects have three to five steps:

1. Discovery: Determining the business goals of the project, along with constraints such as delivery time, budget, assumptions and exclusions.
2. Assessment: Gathering information, developing processes or recommendations. 
3. Recommendations:  Reviewing results and recommendations with project sponsors. Receiving and incorporating feedback.
4. Process implementation (where applicable): Detailed design, success metrics, technical implementation, testing, documentation, training, launch. For larger projects, implementations are often subdivided in subsets of objectives (phases) or successive fixed periods of effort (sprints).
5. Measurement (where applicable): Ensure process is meeting defined success metrics.

Projects are charged on an hourly or daily basis, and depending on the project may be quoted at a fixed price, or at actual time with an estimate. Fixed price quotes require a clearly defined set of objectives. Projects will be invoiced at the end of the project, or at the end of each calendar month for extended projects. Where applicable, travel expenses will be invoiced separately at cost.

As a Fractional COO, our Principal & Founder becomes a member of your management team for a designated number of days per month or for an agreed term. He will participate in your management dialogue, and will own processes and deliverables. 

And if the "COO" title doesn't fit comfortably in your existing team structure, we are happy to work with a label that fits better.

Scenarios where fractional services are a good choice may include:

• ·You can gain the experience of a proven MSP COO without the cost and commitment of hiring one full-time.
• You need more than a consultant, you need someone who can fully participate in leadership meetings.
• You have qualified operations implementers but seeks ongoing direction, oversight and strategic guidance.
• You need to position for a fundraising or M&A event, including ensuring metrics and KPIs are in order, preparing pitch decks and supporting due diligence.
• You need to achieve compliance with a specific cybersecurity or governance framework, and needs policies to be created, documented and trained, and for evidence of compliance to be curated to support audit or other accreditation needs.
• You need to integrate two or more business streams into a single operating structure with consistent client agreements, products and services.
• You are planning an integration or migration among service platforms (service desk, professional services, ERP etc.) and need a migration plan to be created and implemented.

Fractional COO services will be invoiced monthly based on our daily rate, and travel expenses will be invoiced at cost

Unless otherwise agreed in writing between TSJ Consulting's customer ("MSP") and TSJ Consulting ("Consultant"), the following terms will apply to all engagements.

Invoicing and Payment

Services provided by Consultant will be invoiced based on the then-current hourly or daily rate of each consultant. Services for engagements of less than 30 days will be invoiced at the end of the engagement, while services for longer engagements will generally be invoiced at the end of each calendar month during which material billable services have been provided.

Payment for service invoices will be due in 15 days from issue. If an MSP prefers not to pay within these 15 day terms, a down payment invoice will be issued, which must be paid before work begins.

Many of the services performed by Consultant are expected to be performed remotely via video conference, web access, telephone, or email. If MSP and Consultant mutually agree that any portion of the engagement should be performed in person, the arrangement will be confirmed in writing in advance. MSP will reimburse Consultant for mutually agreed and pre-approved reasonable travel expenses associated with in-person services.

Confidentiality

Consultant is willing to enter into a mutually acceptable Non-Disclosure and Non-Solicitation Agreement with each MSP.

Consultant will treat non-public information received from MSP in connection with can engagement as confidential and will use such information solely for purposes of performing the engagement, subject to any separate confidentiality agreement executed by the parties.

Reliance, Limitations and Professional Judgment

Consultant’s assessment, findings, and recommendations will be based upon documentation, operational and financial information, system information, interviews, and other information made available by MSP during each engagement.

Consultant may reasonably rely upon the completeness and accuracy of information provided by MSP and its personnel and is not responsible for material information that is inaccurate, incomplete, unavailable, or not disclosed.

Where underlying operational or financial data is unavailable or insufficiently reliable, Consultant may identify limitations in the analysis and base findings upon available information and professional judgment.

The assessment represents Consultant’s professional observations and recommendations based upon the information reviewed and Consultant’s experience with managed service provider operations.

Intellectual Property

All methodologies, assessment frameworks, templates, tools, processes, know-how, and other intellectual property developed or owned by Consultant prior to or independently of this engagement (“Consultant Materials”) remain the property of Consultant.

MSP may use the Assessment Findings Matrix, presentation, and other deliverables specifically prepared for MSP under this engagement for its internal business purposes.

Consultant retains the right to use its general knowledge, experience, methodologies, frameworks, and non-confidential learnings in providing services to other clients, provided Consultant does not disclose MSP’s confidential information.