What you get
- 30 hours a month
- Account lead and 2-hour P1 response
- Monthly health check and release readiness
- Quarterly roadmap and governance review
- AI agent monitoring included
Scope
Included
- Everything in Retainer
- Account lead
- Severity-based response targets: P1 in 2 business hours
- Monthly health check (security, limits, data quality, automation errors, licence use)
- Release readiness for each Salesforce release or HubSpot product change
- Quarterly roadmap and governance review
- User administration
- Documentation kept current
- Monitoring and tuning of AI agents we built
Not included
- New implementations or new Hubs/clouds (sold as packages)
- 24/7 coverage
- Uptime guarantees for vendor platforms
- Work in third-party systems
- Licence management and vendor billing
- End-user (Tier 1) help desk
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
- 12-month term
- Hours reset monthly with 10% rollover to the next month
- Plan changes on 60 days' notice
- Billed monthly in advance
Done means
Acceptance: Monthly hours statement accepted by the client.
Price and change control
- Billed monthly in advance. 12-month term. Unused hours do not roll over unless your agreement says otherwise.
- 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
Is this 24/7?
No. Support runs in business hours in US Central or Eastern European time, with a 2-business-hour response target on critical issues. Vendor outages are outside the targets.
What does the monthly health check cover?
Security settings, platform limits, data quality, automation errors and licence use, with a short written report and recommended fixes.