What you get
- 10 senior hours, used as you prioritize
- Same senior team every time
- Response target: P1 in 1 business day
- Valid 12 months, replenishable
Scope
Included
- Any in-scope work the client requests and prioritizes on the named platform
- The same senior team each time
- Ticket intake by email or a shared Slack/Teams channel
- Monthly hours statement
Not included
- Proactive monitoring
- Release reviews
- Roadmap planning
- Account lead
- New implementations (sold as packages)
- Work beyond the hours bought
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 backlog owner who prioritizes requests
- Admin access to the platform
- 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
- Paid up front
- Hours used in 15-minute increments
- Unused hours expire 12 months from purchase; no refunds
- Replenish at the same size and price at any time, which restarts the 12 months for the new block
- Business hours only (US Central or EET); no 24/7 coverage
Done means
Acceptance: Monthly hours statement accepted by the client.
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.
- EU and UK clients: euro pricing on request; VAT is added where applicable.
Frequently asked questions
Do unused hours expire?
Hours are valid for 12 months from purchase. Replenishing a block restarts the 12 months for the new block.
What can the hours be used for?
Any admin, configuration, development, architecture or AI work on the platform the block is bought for. Salesforce blocks also cover AI and Braze work.