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The retainer

Ongoing support after the build. A named lead who owns both the relationship and the work, a weekly 45 minute office hour anyone on your team can book from the portal, and a quarterly review covering what worked, what did not, and what happens next. All five of our own products are included and configured for you: the portal, the automation engine, the knowledge assistant, the reporting and the compliance record. Those are all included, so what we recommend earns us nothing extra either way.

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Price

On enquiry

How it works

  1. Step 01

    You get a named lead, and no handoffs

    One person owns the relationship and the work, and knows your setup, so a question does not start with an explanation of your business. Nobody hands you to an account manager and nobody subcontracts the build.

  2. Step 02

    A weekly office hour your team can book

    A 45 minute slot every week, taken from the portal by whoever on your side needs it. One booking a session, so it is your time rather than a call you share with other clients. It exists for the question that is not quite a ticket and not quite a project.

  3. Step 03

    Support runs to a shorter clock, and you can see it

    The response time in your agreement is set against your organisation rather than against a queue we ask you to trust. Every ticket shows the first response counted in working hours with within SLA or over SLA beside it, so it is a number you can check.

  4. Step 04

    A quarterly business review, written against the record

    What was done, what it produced, what did not work and what we would do next quarter. Written by the person who ran your quarter, from the tickets and projects in the portal, and published where you can open the same tickets and projects and check it.

What is included

  • Named lead, and a weekly office hour your team books from the portal
  • Cardinal included and configured, with all four engines
  • Your compliance record kept current as your systems change
  • Production watched on a schedule, not when somebody notices
  • When a provider changes an API we fix it, usually before you see it
  • Quarterly review against what it was sold on

Questions

Does this replace the compliance retainer, or sit alongside it?
Alongside, and the line between them is software against work. This one includes FourWinds Compliance, which is the record: your Article 30 register, your obligations and the clocks running on them, configured and yours to use. The compliance retainer is somebody doing the compliance work in it: the quarterly register and sub-processor review, the rehearsed breach drill, the annual re-audit. Having the register is not the same as having somebody keep it true, and we would rather say that than sell you the second one twice.
What does priority support get us in practice?
A shorter response time, set against your organisation and written into your agreement. Every ticket shows the first response counted in working hours and whether we met it, so it is checkable rather than a queue you have to take on trust.
Who can book the office hour?
Anyone in your organisation with a portal account, one person a session. It works best when the people doing the work book it rather than only the sponsor, because the useful questions are operational.
What is in the quarterly review?
The quarter's work, what it produced, an honest account of what did not land, and a recommendation for the next quarter. A person writes it with the portal open, and it is published in the portal beside the tickets and projects it describes, so you can check any line of it.
How does this sit alongside everything else?
Every other line stands on its own, so this is an addition rather than a prerequisite. It is for businesses that would rather have the same people who already know the setup than whoever picks up the ticket.

Talk to us

Tell us what the work looks like now. We will say whether The retainer is the right line for you, and what it would cost.

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