# How We Work > The operational detail buyers ask for: working hours, time zone overlap, communication cadence, escalation, and what happens when something breaks. Source: https://www.koombea.com/company/how-we-work/ --- Time zone overlap, who you talk to, how often, and what happens at 2am when something breaks. None of this is interesting until it is the only thing that matters. ## Time zones and overlap Our delivery teams work Colombia hours, 9:00 to 18:00, and Colombia does not observe daylight saving. US Eastern does. So for the winter months we are on the same clock as New York, and from March to November we are one hour behind it. Either way our working day sits inside the US Eastern business day all year, and inside most of Central and the Pacific morning. Compare that to a team eight hours away with a two-hour window. - Colombia hours, 9:00 to 18:00, with no daylight saving shift - Inside the US Eastern business day year round, differing by at most one hour seasonally - Same-day response and live collaboration across the full working day - Working morning overlap with US Pacific ## Who you talk to One named Delivery Manager owns your product direction, priorities and communication. They are your single point of contact, and they are reachable without a meeting invite. That is deliberately one person. Multi-threaded communication into a delivery team sounds like access and functions like noise, because nobody ends up owning the answer. ### The cadence - Priority Sync: 20 to 30 minutes, weekly or fortnightly by tier - Async updates: Continuous, in your channel of choice - Capacity report: Weekly, generated from delivery data - Delivery review: Monthly on Growth and above ## When something breaks Production issues follow four severities agreed before launch rather than argued about during an incident. A P1 is a core flow down with no workaround, and it gets an initial response within two business hours. A P4 is cosmetic and gets prioritized into the backlog. Every level in between has a response target written into the engagement. These are business-hours targets on reproducible defects in code we wrote, and they apply while a support plan is active. Where a third party controls the fix we will investigate and contain, but we will not promise you a resolution window that is not ours to give. Escalation goes to your Delivery Manager first and then to a named engineering lead. If you ever need to escalate past both, the route to leadership is short, because the company is not large enough for it to be otherwise. - Four severities agreed in writing before launch, not during an incident - P1 response within two business hours, with targets attached to every level - Escalation to a named engineering lead, then to leadership - Post-incident review that feeds fixes back into the backlog ## What we need from you One decision-maker who can approve deliverables and answer questions, and feedback on review items within about three business days. Access to the systems the work has to integrate with. That is the whole list. Keeping the asks small and structured is what keeps delivery fast, and it is why you do not need to staff a project manager against us.