What you get
- Up to 3 ticket pipelines
- SLAs for 2 priority levels
- Website chat
- Breeze Customer Agent grounded on the knowledge base
- Customer portal and up to 25,000 tickets migrated
Scope
Included
- Everything in Foundation
- Up to 3 ticket pipelines
- SLAs for 2 priority levels
- Website chat
- Breeze Customer Agent grounded on the knowledge base
- Standard customer portal
- Migration of up to 25,000 tickets from 1 help desk
- 3 dashboards
- 3 trainings
Standard on every implementation
- A named senior consultant from kickoff to go-live; no junior staff and no offshore hand-off.
- Kickoff workshop (up to 2 hours) and a written project plan with dates.
- Weekly 30-minute status call and a written weekly status.
- Discovery and design sessions as listed per package; a written design summary approved before build.
- Build in a sandbox, test portal or development workspace where the platform supports one, then deployment to production.
- Unit testing by Vantage Point; one UAT cycle supported; one round of fixes for defects against the approved design.
- Admin documentation: configuration log, runbook, and a field/object or property dictionary for what we built.
- The training sessions listed per package, delivered remotely and recorded; a training guide for each audience.
- 30 days of hypercare after go-live: defects in delivered scope are fixed at no charge; enhancements go to the optional post-go-live block.
- Definition-of-done checklist signed by the client.
Not included
- Custom portal design
- Telephony setup
- More than 1 agent
Always outside a fixed-scope package
- Software licences, credits, add-ons, apps, connectors, and vendor support.
- Custom code (Apex, LWC, Visualforce, HubSpot custom modules or apps, serverless functions, API services).
- Data cleansing, deduplication, enrichment or transformation beyond the record counts and rules listed; data is loaded as the client provides it.
- Integrations not named in the package, and any work inside third-party systems.
- Content: copywriting, design, imagery, email or page templates beyond the numbers listed.
- Training beyond the sessions listed, training for staff hired after go-live, and in-person training.
- Legal, compliance or regulatory approval; we configure controls, the client's compliance team approves them.
- Administration after the 30-day hypercare (sold as Support).
- Additional UAT cycles caused by changes to approved requirements.
- Work outside business hours (US Central or EET by client region), on-site work and travel.
- Performance or load testing, penetration testing, and accessibility audits.
- Licence negotiation, vendor contract changes, and vendor-side configuration we cannot access.
What you provide
- A project owner with decision authority, available 2 to 4 hours a week.
- Licences in place, admin access, and a sandbox or test environment by kickoff.
- Subject-matter experts for each process in scope, available for workshops.
- Source data exported in the agreed format by the date in the project plan.
- Answers, design approvals and UAT sign-off within 3 business days of each request.
- Their own users' availability for training sessions.
- Compliance and legal review of any client-facing content, messaging or AI output.
Assumptions
- Service Hub Professional or above; Breeze credits available
- The client holds the edition and licences named in the package (for example Salesforce Enterprise or above; HubSpot Professional or above).
- One production org, portal or workspace, one business unit, one currency and one language unless the package says otherwise.
- Source data is in a single, exportable system and needs no reconstruction.
- Work is delivered remotely, in English.
- Timelines start when access is granted and run continuously; client-side delays extend them.
Done means
Acceptance: Pipelines, SLAs, chat and agent live; portal accessible; migration reconciled.
Price and change control
- The price is fixed for the scope above. It does not change unless you change the scope.
- Anything not listed as included is a change. Changes are written up, priced and approved by you before we do them.
- Software licences, subscriptions and third-party fees are bought by you from the vendor and are never included.
- 30 days of hypercare after go-live is included. Ongoing support is available as a block of hours, retainer or managed service.
- EU and UK clients: euro pricing is shown above; VAT is added where applicable.