Vendor Support Service

Overview of the Service

Once a proposal is approved and the traditional legal contract is signed, Intersect’s Delivery Assurance (DA) team steps in to manage the active delivery of the project. The DA team serves as the vendor's primary point of contact throughout the entire lifecycle of the contract.

Our Vendor Support Service is designed to maintain ongoing engagement with vendors. Rather than just evaluating the final output, the DA team actively helps vendors navigate the milestone submission framework, clarifies acceptance requirements, and addresses any issues or necessary contract modifications early on. From the initial onboarding call to the final offboarding review, the DA team ensures a smooth operational journey.

What value does this provide to Cardano Community

• Ensuring Proposal Alignment: The DA team works diligently to ensure total alignment between the traditional legal contract, the on-chain smart contract, and the actual work being delivered by the vendor. This guarantees the community receives exactly what was outlined in the original proposal.

• Clear Guidance and Issue Resolution: By providing a dedicated point of contact, vendors are never left in the dark. If evidence is insufficient or a milestone delivery date is missed, the DA team proactively works with the vendor on rectification actions.

• Quality Assurance: The DA team facilitates the review process, ensuring that Milestone Acceptance Forms (MAFs) are completed to the required standard and a Third-Party Assurer (TPAs) review has been completed, to build maximum trust in the quality of the deliverables.

• Structured Escalation and Support: Should any concerns arise during delivery, Intersect provides clear, predefined escalation paths and communication channels, ensuring all issues are handled professionally and promptly.

How do we provide this service?

We provide comprehensive vendor support through structured communication, dedicated guidance, and active contract management:

1. Onboarding & Familiarisation: At the start of the project, the DA team establishes a direct communication channel (via Slack, Discord, or email). They conduct an onboarding call with the vendor to thoroughly discuss milestones, acceptance criteria, the role of third-party assurance, and how the smart contract payment process works.

2. Smart Contract Setup: The DA team handles the technical administration by submitting the on-chain actions to fund the vendor's specific smart contract, securely mapping out the agreed payment schedule.

3. Milestone Tracking & Review: As vendors complete their work, they submit their evidence (MAFs) to the DA team for review. The team provides actionable feedback to ensure the evidence meets all standards before it is finalized, uploaded to the smart contract dashboard as metadata, and the payment is unlocked.

4. Lifecycle Management & Offboarding: Throughout the project, the DA team supports vendors with any necessary contract modifications (such as updating milestone dates) and manages the pausing or resuming of milestones if required. Once the final milestone is reached, the team conducts a comprehensive final review and due diligence check to officially close out the contract.