How do your retainer packages work?
We offer three retainer tiers: Essentials, Core, and Sustain, plus bespoke options if your business needs do not fit neatly into those packages. Retainers are billed monthly in advance, and hours are used consistently each week with no rollovers.
Is there a minimum commitment?
Yes. Sustain has a six month minimum term before moving to a rolling monthly agreement. Essentials and Core are rolling monthly agreements with 30 days’ notice.
What if I need more support than my package includes?
If your needs change, you can move to a higher tier at any time. If you need more hours than our standard tiers allow, we can create a bespoke retainer package to suit your business. For one off extra support, we can also agree additional work in writing, usually billed hourly.
What happens if I cancel?
We ask for 30 days’ written notice. You will be responsible for all work completed up to your cancellation date.
What if I miss a scheduled call?
Discovery and kick off calls are included outside of your retainer hours. Ongoing catch up calls are also provided outside of retainer hours as part of client care. If you book a call and do not attend without at least 24 hours’ notice, the time may be deducted from your retainer hours.
Do you offer in person meetings?
Yes, occasionally, by agreement. Travel time is billed at our standard hourly rate, and reasonable expenses such as travel, accommodation, and subsistence are invoiced in addition to your retainer.
Are my business details kept confidential?
Absolutely. All client information is treated as confidential and will never be shared outside of the engagement without your permission.
What payment methods do you accept?
Payments are usually made via Stripe for ease with one click or automatic billing. We may also accept payment via Xero or bank transfer by agreement.
What happens if my payment is late?
Work pauses until payment is received. Delays in payment mean delays in delivery, and time is not recoverable. Late fees may also apply.
How do I get started?
Start by booking a discovery call. We will discuss your business needs, your current operational setup, and which retainer package is right for you. From there, you will receive a contract and invoice, and once payment clears, we are ready to begin.