Well, normally it never happens with us, but in case if it happens, then just inform us immediately. We will look for an improvement in the communication process or make a replacement without any charges. Following is our normal escalation matrix: Software developer: You can discuss concerns related to expectation gaps and changes with the software developer. Project manager: You can discuss concerns related to the performance gap and technical issues with the Project manager. Business manager: This is the third pillar of the escalation matrix. With the Business manager, you can discuss technical, commercial, and process-level issues. Director: Director is the final ladder of the matrix, with whom you can discuss commercial and non-commercial issues and would be addressed quickly.