How We Work

1

Discovery

Mind reading is unfortunately outside our skill set, so we need time to learn your business and make the best recommendations possible. We will spend time documenting your process and identifying pain points to be optimized. We also spend time showing how you can maximize your investment in Zoho and get familiar with its offerings. This is required for all new clients.
2

Quote

An estimate will be provided based on the requirements laid out in the Discovery. Hourly projects provide the most flexibility and are the default. Fixed bid projects are available upon request but require longer discovery periods.
3

Implement

We build your process to your quoted specification with regular updates. For larger projects, we offer access to our projects portal where we can collaborate and align. Every change must be tested and signed off by your team.
4

Maintain

The only constant thing in life is change and software it is no different. Zoho is constantly evolving it’s platform and sometimes that means things that worked yesterday do not work today. The more you implement, the more you will need to maintain. We offer two different packages for ongoing support that are offered to clients after any size implementation.

Managed Services - Proactive Support

The Managed Services program is an ongoing retainer program where hours are billed proactively and used throughout the month on various tasks and activities. This can include new enhancements, fixes, or training as required. A weekly call to discuss priorities and address any issues is also included. Up to one month of hours can be borrowed from or saved for the following month. Clients with larger ongoing needs and want the highest prioritization of their tasks will get the most out of this plan. This is a proactive approach where we partner together to monitor and address issues before they happen.

Managed Services Lite - Reactive Support

Not every client has the larger ongoing needs which is why we offer the Managed Services Lite program. This program is intended for reactive support to issues and requests as they pop up. It is a similar structure as Managed Services, but there is no borrowing or carry-over of hours between months and no regular meeting provided. All requests are handled via tickets in our Zoho Desk instance. This package is available with a minimum 5 hour commitment each month.

Hourly Projects

The vast majority of our engagements are on an hourly basis. Why? Because in most cases we don’t know what we don’t know (including you). Hourly provides the most flexibility while also giving you the control to stop work on certain features that aren’t providing you value. Hourly projects start at 5 hours per engagement and are based on our capacity to support.

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