🔐 Authority Matrix
Stop decision chaos. Make decisions fast. Everyone knows exactly what they can decide.
🎯 PURPOSE
Stop decision chaos. Make decisions fast. Everyone knows exactly what they can and cannot decide without asking.
🔴 DELHI TEAM ONLY
🔵 PM CAN DECIDE
🟢 LEAD CAN DECIDE
🟡 TEAM CAN DECIDE
💰 Section 1: Financial Decisions
Discount on Package Price
Delhi Team Only
Limit/Condition:
No discounts allowed. Ever. We are premium.
Process:
Client asks for discount → Respond: "Our pricing reflects our quality
and the results we deliver. We don't offer discounts but we do offer exceptional value." If
client insists → Escalate to Delhi Team
Exception:
Never. This is non-negotiable.
Refund to Client
Delhi Team Only
Limit/Condition:
Any amount, any situation
Process:
CSM documents the issue fully → PM confirms what was delivered vs
promised → Both send summary to Delhi Team → Delhi Team decides within 24 hours
Exception:
Only Delhi Team can approve. No one else can promise or hint at
refund.
Goodwill Gesture to Client
CSM Can Decide
Limit/Condition:
Maximum $50 equivalent value
Process:
Identify opportunity to delight client → Offer extra revision, priority
delivery, small add-on feature → Document why it was given
Exception:
Above $50 value → Get Delhi Team approval first
Tool/Software Purchase
PM Can Decide
Limit/Condition:
Up to ₹5,000 per month for team tools
Process:
Identify need → Check if existing tool can solve it → Get 2 alternative
options → Document expected ROI → Purchase if within limit
Exception:
Above ₹5,000 → Delhi Team approval required
Advance Salary
HR Can Decide
Limit/Condition:
Up to 50% of monthly salary, maximum once per quarter
Process:
Employee submits written request → HR checks advance history → Approve
or deny same day → Deduct from next salary
Exception:
Above 50% or second request in quarter → Delhi Team approval
Hiring Salary Offer
Delhi Team Only
Limit/Condition:
Any position, any amount
Process:
HR recommends salary range based on market research → PM/Lead provides
input → Delhi Team decides final offer
Exception:
Never delegated. Delhi Team always decides compensation.
🤝 Section 2: Client Decisions
Deadline Extension
PM Can Decide
Limit/Condition:
Up to 3 days extension
Process:
Identify delay risk early → Document reason → Inform client BEFORE
original deadline → Provide new realistic timeline → Update DST
Exception:
Extension beyond 3 days → Delhi Team must approve and may need to speak
with client
Scope Change - Free
PM Can Decide
Limit/Condition:
Work takes under 2 hours
Process:
Evaluate if request is reasonable goodwill → Client must be polite and
appreciative → Not a pattern of scope creep → Execute as goodwill
Exception:
Above 2 hours work → Must convert to paid change order
Fire a Client
Delhi Team Only
Limit/Condition:
Any client, any reason
Process:
Document all issues with dates and screenshots → Attempt resolution at
least twice → If client remains toxic/abusive/unreasonable → PM and CSM prepare summary → Delhi
Team decides
Exception:
Never delegated. Even toxic clients are Delhi Team decision.
Accept Rush Order
PM Can Decide
Limit/Condition:
Only if 50%+ rush fee applied AND team capacity allows
Process:
Check team utilization (must be below 80%) → Quote minimum 50% rush
surcharge → If client agrees → Accept and prioritize
Exception:
Team above 90% capacity → Delhi Team must approve taking rush
order
Post-Delivery Support
CSM Can Decide
Limit/Condition:
Within 30-day support window
Process:
Check if request is within support scope → Execute if covered → Quote
if outside scope → Handle within 48 hours
Exception:
Outside 30 days → Quote as paid service or get Delhi Team approval for
free support
⚙️ Section 3: Technical Decisions
Theme Selection
Lead Developer Can Decide
Limit/Condition:
Must be from approved theme list
Process:
Analyze client niche and requirements → Check theme performance scores
→ Select best match → Recommend to PM → PM presents to client if needed
Exception:
Custom theme or new theme not on list → Delhi Team approval to
purchase/use
App Recommendation
Developer Can Decide
Limit/Condition:
Free apps or client has approved paid app
Process:
Identify functionality need → Check Shopify App Store → Verify
compatibility → Test on development store → Document setup steps
Exception:
Paid app without prior client approval → PM must get client agreement
first
Custom Code Development
Lead Developer Can Decide
Limit/Condition:
Under 8 hours of development time
Process:
Evaluate complexity → Estimate time accurately → If under 8 hours and
within project scope → Approve and assign
Exception:
Above 8 hours → PM and Delhi Team must approve, may need to quote
client
Bug Fix Priority
Lead Developer Can Decide
Classification:
• CRITICAL (site down, checkout broken): Fix immediately, drop everything
• HIGH (major feature broken): Fix same day
• MEDIUM (minor feature issue): Fix within 48 hours
• LOW (cosmetic, edge case): Fix within 7 days
• HIGH (major feature broken): Fix same day
• MEDIUM (minor feature issue): Fix within 48 hours
• LOW (cosmetic, edge case): Fix within 7 days
Exception:
Critical bug affecting client revenue → Delhi Team notified
immediately
👥 Section 4: People Decisions
Hire New Employee
Delhi Team Only
Limit/Condition:
Any position at any level
Process:
HR posts and screens applications → PM or Lead conducts first interview
→ Top 2-3 candidates presented to Delhi Team → Delhi Team conducts final interview and
decides
Exception:
Never delegated.
Terminate Employee
Delhi Team Only
Limit/Condition:
Any employee for any reason
Process:
HR and PM document all performance issues → Follow progressive
discipline (warnings, PIP) unless major violation → Prepare termination summary → Delhi Team
reviews and decides
Exception:
Never delegated. Immediate termination only for fraud, theft, or
confidentiality breach.
Approve Leave
HR Can Decide
Limit/Condition:
Within policy limits
Process:
Employee submits request minimum 7 days ahead for planned leave → HR
checks team coverage → Approve if work can be handled → Deny if critical period
Exception:
Leave affecting client delivery → PM must confirm coverage. Extended
leave beyond policy → Delhi Team approval.
Work From Home
PM Can Decide
Limit/Condition:
Maximum 2 days per week, request 24 hours ahead
Process:
Employee requests with reason → PM checks workload and meeting schedule
→ Approve if no conflicts
Exception:
Extended WFH (more than 2 days) or during critical project phase →
Delhi Team approval
Promotion/Title Change
Delhi Team Only
Limit/Condition:
Any role change, title change, or level change
Process:
PM recommends based on performance data → HR prepares promotion case →
Delhi Team reviews and decides → HR prepares new JD and compensation
Exception:
Never delegated.