What you get
- 10 reserved hours a month
- Named consultant
- P1 response in 4 business hours
- One-month rollover
Scope
Included
- Everything in Block of Hours
- Reserved capacity each month
- Named consultant who knows the org
- Priority response: P1 in 4 business hours
- Monthly 30-minute review
- Unused hours roll over one month within the term
Not included
- Health checks
- Release readiness
- Governance reviews
- Uptime or 24/7 commitments
- Hours beyond the plan (billed as overage at $225/hr Salesforce or $175/hr HubSpot)
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
- 6-month minimum, then month to month with 30 days' notice
- Billed monthly in advance
- Scope and rollover written into the agreement
Done means
Acceptance: Monthly hours statement accepted by the client.
Price and change control
- Billed monthly in advance. 6-month minimum. 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
What happens to hours we do not use?
They roll over one month within the term. Hours beyond the plan are billed as overage after written approval.