From payment to delivery, day by day

The sequence

1. You pay on the hosted checkout. Stripe handles the payment; this site never sees a card, a name or an address. You are returned to a page telling you what to send.Day 0
2. You email three links. Support-tier page, careers page, and optionally a ticket-category export. Ten minutes.Day 0–1
3. I confirm the inputs are enough — in writing, same working day — and tell you the delivery date. If your published pages are too thin to build from, you are refunded here, in full, before any work starts.Day 1
4. I read and draft. Your tier page, your response commitment, your open roles, and the platform named on your own integrations page. Nothing is accessed that you have not published or sent.Day 2–6
5. I make the judgement calls about what your first line should be allowed to close, and write the escalation rules against them. This is the part you are paying for.Day 6–9
6. The pack arrives by email. Four documents, no attachment larger than your mail server will like, no portal to log into.Day 10
7. You reply with revisions. One round, in writing, within fourteen days. Turned around within three business days.Day 10–24

How revisions work

One round is included, and “one round” means one email from you containing as many changes as you like — not one change. The common ones are renaming categories to match your internal vocabulary, moving a category between tiers, and tightening an escalation trigger after your lead engineer has read it.

What a revision is not is a change of scope. Adding a second desk, a second brand or a client-specific variant is a second pack at the same fixed price.

If something goes wrong

If the pack you receive does not match the four outputs listed on this page, say so within seven days and you are refunded in full. The terms state that in the language a finance person will want.