Answers that point at a procedure, not a promise.
Every answer below points to how the work actually gets handled - the lane definition, the intake step, the exception path, or the review cadence. Website copy never replaces the written agreement.
Lanes and scope
Who stays in front of the client?
You. The service profile written at onboarding records your firm as the commercial owner and fixes the intake channel, the client-facing identity, and the escalation path before the first request enters the lane. Delivery then works inside those written channels - nothing about the front door is improvised per ticket.
Is every catalog activity included in every plan?
No. The catalog lists request families the system can run; the written lane definition for your client group decides what is actually in scope. Anything outside that definition is classified at intake and routed to a decision instead of being silently absorbed.
Are projects and migrations included?
They are classified out of the recurring lane. Intake separates routine request families from project work; migrations, redesigns, and remediation programs follow a separate estimate and approval path so the recurring rate stays predictable.
Do you provide an always-on SOC?
No. The catalog has no 24×7 security-operations procedure, and none is implied. Plus adds security-baseline and review-cadence routines - written checks on an agreed rhythm, not an around-the-clock monitoring claim.
Procedures and exceptions
What happens when a request falls outside the written lane?
The exception procedure runs. Delivery stops at a safe point, records what was observed and attempted, frames the decision with practical options, and returns it to the named owner. The lane resumes once the decision is made - the boundary moves by agreement, not by improvisation.
Who makes relationship-sensitive decisions?
The named partner owner recorded in the service profile. Material risk, unclear authority, and out-of-scope work are exception classes that return with context; they never attract an invented commitment from the delivery side.
How does the service change over time?
Through the review cadence. Recurring demand, repeat exceptions, and documentation gaps are brought to the operating review; any change to scope, routines, or return points is decided there and written back into the lane definition.
Commercial terms
What do $39 and $49 mean?
They are CAD per-user, per-month reference rates for the Essential and Plus recurring lanes. They price the recurring procedures only; final scope, tools, taxes, and separately scoped work are set in the written agreement.
Can we set our own retail price?
Yes. Retail packaging, margin, and the client-facing price are your commercial decisions. The reference rate is a delivery input, not a prescribed resale price.
Is partner margin guaranteed?
No. Margin depends on your retail model, the client profile, and the conditions the lane definition accepts. No margin, response-time, or service-level result is promised on this site.
Activation and cadence
What should we bring to a first briefing?
The inputs the readiness guide names: a high-level client profile, the recurring work lane creating pressure, the duties you keep, and the first constraint worth resolving - coverage, tools, identity, or projects.
Should we send credentials or client records?
No. Public pages and email are for high-level operating profiles only. Passwords, keys, recovery codes, tenant credentials, regulated records, and detailed end-client data stay out; access work has its own controlled path after fit is confirmed.
Does a briefing reserve onboarding?
No. A briefing enters the fit review. Activation is a separate decision that follows profile, design, and validation work - nothing on this site promises fit, territory, coverage, service levels, or a start date.
Still deciding? Bring the unresolved boundary.
A useful briefing can begin with an open scope question, provided the client profile and decision owner are clear.
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