1 Purpose & Scope

This document outlines That Is A Q's official dispute resolution process. It applies to all clients, contractors, partners, and third parties engaged with our services. Our goal is to resolve disagreements efficiently, fairly, and with minimal disruption to ongoing work.

We believe most issues stem from misaligned expectations or communication gaps. This framework is designed to address those gaps proactively while preserving professional relationships.

2 Resolution Process

Disputes are handled through a structured, tiered approach. We encourage direct communication at the earliest stage.

01

Direct Notification

Submit a formal notice via email to our support team. Include project references, specific concerns, and desired outcomes.

02

Internal Review

Our client success lead reviews the case within 48 hours, gathers project data, and initiates a fact-finding discussion.

03

Resolution Meeting

A dedicated call or video session is scheduled with key stakeholders to discuss findings, clarify scope, and agree on next steps.

04

Formal Resolution

Outcomes are documented in a resolution agreement. Adjustments may include scope changes, timeline shifts, or service credits.

3 Escalation & External Review

If direct resolution is not reached within 14 business days, either party may escalate the matter to our Executive Oversight Committee. Unresolved cases may proceed to:

  • Mediation: A neutral third-party mediator facilitates structured dialogue to reach a mutual agreement.
  • Arbitration: Binding or non-binding arbitration governed by applicable local commercial law.
  • Legal Action: As a final recourse, disputes may be referred to the appropriate judicial jurisdiction as outlined in the original service agreement.

💡 Note on Good Faith

All parties are expected to engage in good faith throughout the process. That Is A Q reserves the right to suspend ongoing deliverables during formal dispute proceedings to prevent further scope drift or resource misallocation.

4 Contact & Submission Channels

Initiate your dispute request through the appropriate channel below. All submissions are treated with strict confidentiality.

Client Support Portal Log in to submit a formal ticket: support.thatisaq.com
Direct Email For immediate escalation: disputes@thatisaq.com
Executive Oversight For escalated cases: exec@thatisaq.com
Phone / Scheduler Book a resolution call: calendly.com/thatisaq/dispute

5 Governing Principles

This reference guide operates under the following core principles:

  • Transparency: All decisions, timelines, and adjustments are documented and shared with relevant parties.
  • Proportionality: Resolution efforts scale with the complexity and financial impact of the dispute.
  • Confidentiality: Internal discussions and settlement terms remain strictly confidential unless legally required otherwise.
  • Continuity: Where possible, project delivery continues during resolution to minimize business impact.

This document is periodically reviewed and updated. The latest version always supersedes previous drafts. For questions regarding this policy, please contact our legal compliance team.