Change order script · Environment & infra
Client needs legacy browser support
Two weeks before launch, the client mentions their staff use an old browser on locked-down machines. Here is how to scope support without panic.
Paul Henderson10:42 AM
Our branch staff are on an older Chrome build on locked machines, and some still use IE mode in Edge. The portal needs to work there too.
Possible scope change, visible to your team only
Cites SOW section 5.1, Supported browsers and acceptance. Estimated 28 hours. Change order draft ready for PM review.
The situation
Browser support is set in the acceptance criteria, usually the latest two versions of major browsers. Supporting an old browser or Edge IE mode can require polyfills, layout fallbacks, a different build target and a separate test cycle. Late discovery raises the stakes because the launch date is near. The client's request is legitimate. Their IT environment is a real constraint.
Why this script works
The script asks for specifics before quoting, since browser versions change the effort a lot. It also offers an alternative, an IT policy change, which may solve the problem at no cost to anyone.
- Scenario
- Environment & infra
- Clause to cite
- SOW section 5.1, Supported browsers and acceptance
- Typical effort
- 28 hours
- Typical change order
- $4,620 at $165/hr
- Reply within
- Same business day
The script
Three versions: the quick reply, the email and the nudge.
Start in the channel where the request arrived, then follow with the email and change order. Copy any version and replace the bracketed placeholders.
Youdraft, reply in thread
Hi [Name], thanks for flagging this before launch, much better to know now. Our acceptance criteria (SOW section 5.1) cover the latest two versions of Chrome, Edge, Safari and Firefox. Supporting older builds or IE mode is extra work, and the effort depends a lot on the exact versions. Could you share the browser and version list from IT? I'll come back with an estimate and one or two alternatives.
Replace every [bracketed] placeholder before sending. Your PM approves every message, TWINJAM never contacts clients on its own.
What not to say
Small wording changes decide whether the client hears help or a bill.
| Avoid | Say instead | Why |
|---|---|---|
| “Nobody uses IE anymore.” | “Here are options that fit your IT environment.” | Their constraint is real to them. |
| “That should have been mentioned at the start.” | “Thanks for flagging it before launch.” | Gratitude keeps them telling you things early. |
| “We'll just make it work.” | “Effort depends on versions, let's confirm them.” | Legacy support can be days of work. |
SOW clause to cite
SOW section 5.1, Supported browsers and acceptance
The application is tested and accepted in the latest two stable versions of Chrome, Edge, Safari and Firefox at the start of user acceptance testing. Support for other browsers, versions or compatibility modes is a change.
No clause like this in your SOW? Use one of the SOW templates for your next engagement, and have your counsel review final contract language.
CO-RCU-PORTAL-07
Client needs legacy browser support
| Line item | Hours | Amount |
|---|---|---|
| Build target, transpilation and polyfill changesSenior engineer | 6 | $990 |
| Layout fallbacks for unsupported CSSFront-end engineer | 12 | $1,980 |
| Legacy environment test cycleQA engineer | 8 | $1,320 |
| IT coordination and documentationProject manager | 2 | $330 |
| Total | 28 | $4,620 |
Priced at a $165 blended hourly rate. Cites SOW section 5.1, Supported browsers and acceptance.
Step by step
From the client’s message to a signed change order.
The script is one step. The process around it is what keeps scope conversations short and friendly.
- 1
Check the request against your signed SOW. For this scenario the clause to cite is usually SOW section 5.1, Supported browsers and acceptance.
- 2
Reply the same day in the channel where the request arrived, using the Slack version. Agree with the goal before you mention scope.
- 3
Estimate the work as line items with hours. This scenario typically lands around 28 hours.
- 4
Send the email version with the change order attached and two or three options, including a lighter or free path where one exists.
- 5
Set a decision date tied to the schedule. If there is no reply in three business days, send the follow-up.
- 6
Record the approval or the decision to defer, so the SOW baseline stays accurate for the next request.
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Agency Change Order Scriptbook
12 polite Slack and email templates to ask for more budget without friction.
The scriptbook collects the twelve conversations agency PMs dread most, from the fourth design round to the after-launch feature, with the SOW clause to cite and a change order form for each.
Spot the request before the work starts.
TWINJAM flags out-of-scope requests in Slack, Teams and Jira, cites the SOW clause and drafts a change order like this one for your PM to approve.