The decision
Separate message creation, provider acceptance and any available delivery state. Decide what staff should do with failed or uncertain delivery without promising that every message was read.
Rehearse this before accepting the change
Use a fictional unreachable destination in the provider's test setup.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Track delivery exceptions and time to resolve contact issues.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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