You've Been Recommended:
TIER 1 — Essential Operations

$2,500/month | 10 hours allocated | 48-hour response window

Confirmation Statement: Based on your assessment responses, KATCHIMEDIA recommends Tier 1 as your starting retainer. This tier aligns with your indicated bandwidth, technology comfort level, and growth timeline. The 90-day review period beginning August 1 allows you to adjust upward if actual workload exceeds allocation.

What You're Getting

Component	Details
Monthly Investment	$2,500 billed on the 1st of each month
Hours Allocated	10 hours of active work per calendar month
Response Window	48-hour acknowledgment for standard requests
Service Window	Monday–Thursday, 10:00 AM – 3:00 PM EST
Communication	Client Hub work request forms only (no direct phone)
Strategy Calls	None included (add-on available at $250/hour)
After-Hours Coverage	Not included — emergency escalation available at additional rate
Queue Capacity	2 concurrent active work items

Scope of Support

In Scope for Tier 1

Email system troubleshooting (Proton Mail, DNS, authentication)
Website content updates (Squarespace — up to 5 minor edits/month)
Payment processing monitoring (Stripe transaction reviews)
Security maintenance (Proton Pass, Malwarebytes, VPN status checks)
Vendor coordination (routine inquiries only — complex negotiations excluded)
Monthly usage report (hours consumed, items completed, carry-over balance)

Out of Scope for Tier 1 (Requires Tier 2+)

Proactive strategy calls (included in Tier 2 & 3)
Major website redesigns or rebuilds (billable at $250/hour outside allocation)
New system implementations or migrations (project-based pricing)
After-hours emergency coverage (available at 1.5x hourly rate)
Multi-vendor coordination meetings (requires Tier 2 minimum)
Compliance training development or delivery (separate engagement)
Marketing campaign execution (Flodesk sequences, social media content — add-on at $500/month)
Staff onboarding/offboarding beyond 2 employees/month (excess billed at $150/hour)

Financial Terms

Billing Cycle Monthly, recurring on the 1st. First invoice: August 1, 2026.
Payment Method Credit card or bank transfer (ACH) via Stripe invoice. Payment due within 7 days. Late payments incur $50 administrative fee.
Carry-Over Policy Unused hours expire at month-end. No accumulation. No refund for unused allocation.
Overtime Rates Work exceeding 10 hours billed at $250/hour. Pre-approval required for any projected overrun.
Termination Notice 30 days written notice required. Month-end billing cycle — no partial-month refunds.
90-Day Review Starting September 30, we'll evaluate actual hours consumed, response time satisfaction, and feature adequacy. Upgrade/downgrade options available at that time.

Frequently Asked Questions

Q: What happens if I need more than 10 hours in a month?

A: Overage is billed at $250/hour. We will notify you when you reach 80% of allocation (8 hours). Pre-approval required for work exceeding 10 hours.

Q: Can I upgrade to Tier 2 or 3 later?

A: Yes. Upgrades take effect immediately, prorated to your billing cycle. Downgrades take effect at the next month-end.

Q: What qualifies as an "emergency"?

A: System-down situations: email not sending/receiving, payment processing failed, website inaccessible. All other requests are standard.

Q: What if I change my mind during the 90-day review?

A: If you selected Tier 1 but need Tier 2 capabilities based on actual usage, we'll adjust. If you selected Tier 3 and realize you needed less, we'll downgrade you at September 30 billing.

Q: Why does the form ask for my credit card upfront?

A: Retainer agreements require payment authorization before service begins. Your card won't be charged until August 1 invoice date.