Procurement & delivery
How the engagement actually works.
Procurement teams need to know who they are contracting with, who does what, and what happens when something needs escalating. This page answers those questions directly.
Who contracts with the customer
Your service agreement is with the Gracemark group entity named in your proposal. The contracting entity is stated in writing before you sign — never left to be discovered on the invoice. Where a specific service requires a different contracting party, that is disclosed in the same document.
How recruiting is delivered
Recruitment is delivered by our own recruiting team against the role profile agreed at intake. You get named points of contact, written candidate assessments against your criteria, and an agreed process for interviews, assessments and offers.
How the employment or payroll arrangement is established
Employment and payroll arrangements are set up per engagement and stated explicitly: who the employer of record is, who administers payroll, and what remains with you. Payroll administration alone does not transfer employer responsibilities, and a contractor arrangement does not convert an employment relationship. Where an arrangement is not appropriate or not available for your case, we say so before you commit.
Who handles employee and client support
Each engagement names two support paths: one for the workers on your engagement and one for you. Workers get a channel for pay, documentation and day-to-day queries. You get a named account contact for scope, performance and commercial matters.
How scope and responsibilities are documented
Every engagement carries a written scope: services included, services excluded, what we do, what you do, timelines, and the cost lines behind the price. If scope changes, the document changes — verbally agreed additions are not how this works.
How escalation works
Escalation is defined at the start: the first responder, the response path if the first responder cannot resolve it, and the commercial contact above that. You should never have to guess who to call when something goes wrong.
Capability summary for procurement
If you need a document to circulate internally, we prepare a capability summary drawn from this website. It contains the same scope, the same responsibilities and the same pricing structure you see here.
- Services in scope and services explicitly out of scope.
- The contracting entity for your engagement.
- How each cost line in your proposal is built.
- Responsibilities of each party, including yours.
- Support and escalation paths with response ownership.
- How we label experience: SIVEN Venezuela, Gracemark elsewhere, or illustrative.
Request the company and delivery documents your procurement process needs, and we will prepare the summary around your requirement.
Need this reviewed by your procurement team?
Send us your requirement and tell us what your procurement process needs to see. We will structure the proposal around it.