Communication Standards
This document defines how EGI team members communicate internally, across sister companies (Mast and Anchor MSP), and with clients. Consistent communication practices reduce missed messages, set clear expectations, and maintain professional relationships.
Internal Communication Channels
Slack (Primary)
Slack is the default channel for all internal day-to-day communication.
- Response time: Within 2 hours during business hours (Mon--Fri, 9:00 AM -- 6:00 PM local time)
- After-hours messages: Acknowledged by the next business morning
- Direct messages: Use for quick, one-off questions or private matters only; prefer public channels for anything others may benefit from seeing
- Threads: Always reply in threads to keep channels readable (see Slack Conventions)
Email
Email is used for formal communication, external correspondence, and anything requiring a paper trail.
- Response time: Within 24 hours on business days
- Use cases: Contracts, formal status updates, vendor communication, compliance-related correspondence
- Format: Use a clear subject line, keep the body concise, and include action items with owners and deadlines at the top or bottom of the message
Urgent Communication (Phone / SMS)
Phone calls and SMS are reserved for time-sensitive situations that cannot wait for a Slack or email response.
- When to escalate to phone/SMS: Production outages, security incidents, client-facing emergencies, or any blocker that halts work for the team
- Expectation: Respond within 15 minutes during business hours, 30 minutes after hours for on-call personnel
- Always follow up: After resolving an urgent phone/SMS conversation, post a summary in the relevant Slack channel for visibility
Client Communication
SuiteDash Portal
SuiteDash is the primary platform for structured client communication and document exchange.
- Document sharing: All deliverables, proposals, and project artifacts are shared through SuiteDash
- Project updates: Milestone completions and formal progress reports are posted to the client's SuiteDash portal
- File management: Clients upload assets, briefs, and feedback through SuiteDash to maintain a single source of truth
Slack Connect
Slack Connect channels are used for day-to-day collaboration with active clients.
- Channel setup: Create a shared
#client-[name]channel at project kickoff - Scope: Daily questions, quick feedback loops, informal status updates, and ad-hoc coordination
- Expectations: Communicate response time norms to the client during onboarding (typically 2--4 hours during business hours)
- Boundaries: Avoid using Slack Connect for formal deliverables or contractual communication; direct those to SuiteDash or email
Email (Formal Client Communication)
- Use for: Scope change requests, formal approvals, contract amendments, and any communication that may need to be referenced later
- CC policy: Always CC the project lead and account manager on client-facing emails
- Tone: Professional, concise, and action-oriented
Meeting Cadence
Internal Meetings
| Meeting | Frequency | Duration | Attendees | Purpose |
|---|---|---|---|---|
| Team standup | Daily | 15 min | All active project members | Blockers, priorities, status |
| Sprint planning | Bi-weekly | 60 min | Engineering + project lead | Scope next sprint |
| Sprint retrospective | Bi-weekly | 30 min | Engineering + project lead | Process improvement |
| Cross-company sync | Monthly | 45 min | EGI + Mast + Anchor leads | Alignment, handoffs, pipeline |
Client Meetings
| Meeting | Frequency | Duration | Purpose |
|---|---|---|---|
| Kickoff | Once (project start) | 60 min | Align on scope, timeline, communication norms |
| Status update | Weekly or bi-weekly | 30 min | Demo progress, surface blockers, gather feedback |
| Milestone review | Per milestone | 45 min | Sign-off on deliverables, review next phase |
| Handoff / closeout | Once (project end) | 60 min | Transfer to Anchor, documentation review, retrospective |
Meeting Rules
- Every meeting has an agenda shared at least 2 hours before the meeting starts.
- Every meeting produces action items with owners and deadlines, posted to the relevant Slack channel within 1 hour of the meeting ending.
- Decline meetings without agendas. If you receive a meeting invite with no agenda, ask the organizer to add one before accepting.
- Default to 25-minute or 50-minute meetings to allow buffer time between calls.
- Record client meetings (with consent) and store the recording in the project's SuiteDash portal.
Escalation Path
If a message or issue is not getting a timely response through the standard channel, escalate in this order:
- Slack reminder -- Tag the person directly in the channel thread
- Direct message -- Send a Slack DM after 2 hours with no response
- Phone/SMS -- Call or text after 4 hours with no response (or immediately if urgent)
- Escalate to lead -- If still unresolved after 8 hours, notify the relevant team or project lead
Cross-Company Communication
When communicating with Mast or Anchor MSP team members, follow the same internal standards above. Use dedicated cross-company Slack channels (e.g., #team-mast-egi, #team-anchor-egi) for ongoing coordination, and escalate through the monthly cross-company sync if strategic alignment is needed.
For detailed cross-company workflows, see the Ownership Model.