How we structure support
Support retainers are a crucial part of our white-label partnerships. We require all our partners to have, at minimum, a 2-hour support retainer. These retainers allow our team to consistently allot time to you and your clients, ensuring that nothing falls through the cracks!
You choose how your retainer gets used: for you or for your clients. We’re happy to work on whatever helps you most!
Unlike our hosting and care plans, our retainers are not case-by-case; instead, you’ll choose a set number of hours that you can use however you see fit.
For example, if you expect to need around 4 hours for client work and 1 hour for your own internal work, our 5-hour retainer is the perfect fit!
Your retainer reserves availability from our team for that number of hours per month. We guarantee the specified number of hours and our response time.
Resolution time varies by task but is generally between 3–7 business days.
As a reminder, our business hours are Monday through Friday, 9 a.m. ET to 5 p.m. PT. That’s:
- 9 a.m. – 8 p.m. ET
- 6 a.m. – 5 p.m. PT
Billing
You’ll be automatically billed a flat, monthly charge for your support retainer. Our current hourly rate for support is $100/hr.
For example, if you choose a 5-hour support retainer, you’ll be billed for $500 each month.
We’ll post regular retainer updates in Slack to let you know where we’re at on your time for the month. And your support timesheet is always available in Slack as well.
Overages
If you use up the entirety of your retainer hours for the month, we will still be available to you at our hourly rate of $100/hr, but the priority of the requests made in overtime may vary, depending on our other projects and the demands on our team.
Additional hours past the retainer amount will be billed separately at the end of the month.
Unused retainer hours do not roll over to the next month.
Canceling or adjusting your retainer
Any changes to your retainer amount or retainer cancelations require 30 days’ notice by either party.