You've Been Recommended:
TIER 2 — Balanced Partnership

$4,000/month | 25 hours allocated | 24-hour response window

Confirmation Statement: Based on your assessment responses, KATCHIMEDIA recommends Tier 2 as your starting retainer. This tier balances responsive support with strategic partnership, ideal for organizations managing multiple systems while pursuing moderate growth initiatives. The 90-day review period beginning August 1 allows you to adjust if workload shifts significantly.

What You're Getting

Component	Details
Monthly Investment	$4,000 billed on the 1st of each month
Hours Allocated	25 hours of active work per calendar month
Response Window	24-hour acknowledgment for standard requests
Service Window	Monday–Thursday, 9:00 AM – 5:00 PM EST
Communication	Client Hub work request forms + scheduled strategy calls
Strategy Calls	2 calls/month included (30 minutes each)
After-Hours Coverage	Limited — emergency escalation available
Queue Capacity	3 concurrent active work items
Priority Escalation	Expedited routing for critical issues

Scope of Support

In Scope for Tier 2

All Tier 1 features PLUS:
Two 30-minute strategy calls per month (scheduled Tuesdays/Thursdays)
Proactive system health check (bi-weekly review of email, security, booking systems)
Minor website redesigns (up to 1 page refresh/month within allocation)
Vendor coordination meetings (up to 2 vendor calls/month)
Staff onboarding/offboarding support (up to 4 employees/month)
Marketing campaign support (Flodesk sequence setup — basic automation)
Compliance documentation review (handbook updates, policy revisions)
Monthly performance report with recommendations

Out of Scope for Tier 2 (Requires Tier 3+)

Major website rebuilds or redesigns (billable at $250/hour outside allocation)
New system implementations or migrations (project-based pricing)
Full marketing campaign execution (social media, paid ads — add-on at $750/month)
Compliance training development or delivery (separate engagement)
After-hours emergency coverage (Tier 3 benefit — Tier 2 available at 1.5x hourly rate)
Weekly strategy calls (upgrade to Tier 3 required)
Unlimited work requests (still subject to 25-hour cap; overage billed at $250/hour)

Financial Terms

Billing Cycle Monthly, recurring on the 1st. First invoice: Anywhere between August 1, 2026 to August 7, 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 25 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, strategy call utility, and feature adequacy. Upgrade/downgrade options available at that time.

Frequently Asked Questions

Q: Why was I recommended Tier 2 instead of Tier 1?

A: Your assessment indicated multiple systems requiring ongoing attention, moderate growth plans, and a preference for responsive communication. Tier 2 balances cost with the support capacity you actually need based on six months of observed operational load.

Q: What happens if I need more than 25 hours in a month?

A: Overage is billed at $250/hour. We will notify you when you reach 80% of allocation (20 hours). Pre-approval required for work exceeding 25 hours.

Q: Are the strategy calls recorded?

A: Yes. Call recordings and meeting notes are stored in your Client Hub for reference.

Q: Can I cancel my strategy calls?

A: You may skip a call with 24-hour notice. Unused calls do NOT roll over to subsequent months.

Q: What qualifies as an "emergency"?

A: System-down situations: email not sending/receiving, booking platform offline, 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 2 but need Tier 3 capabilities based on actual usage, we'll adjust. If you selected Tier 2 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.