Inside business hours — 8am to 5pm AEST, Monday to Friday — you hear back the same day. Outside hours, the emergency line is for three things and nothing else: the system is down, the money is wrong, or the data is at risk. That’s a hard definition on purpose; it’s what keeps the line answered. Planned leave is notified two weeks ahead with cover arranged, and that’s written into the agreement rather than discovered in January.
Care Plans · Plan 3 of 3
Partner. Same-day, and a seat at the table.
The plan for a system your business would stop without. Everything in Running & Improving, plus five shipped changes a month, same-day response and an emergency line for when money or data is at risk, a standing 45 minutes with Michael every month, a roadmap we keep up to date, and first call on our capacity when you need something fast. Twelve-month term.
Fit
Who Partner is for
- Your billing, scheduling or operations run through the system every day.
- A day of it being wrong would cost more than a month of the plan.
- You want someone at the table every month planning what’s next, not just fixing what broke.
- You want to be first in line when something needs doing fast.
And who it isn’t
When to pick a different plan
- You want to try it for a quarter and see. Partner is a twelve-month term because the value compounds and we plan capacity around it — start on Running & Improving instead.
- The system is finished and you have no roadmap for it. You’d be paying for planning you don’t need.
What’s in it
What you get on Partner
Everything in Running & Improving, plus:
- 5 changes a month
- Same-day response, and an emergency line if money or data is at risk
- A standing 45 minutes with Michael every month — just what’s next
- A living roadmap we keep up to date
- First call on our capacity when you need something fast
The principle behind every plan: if it’s broken, that’s on us; if it doesn’t exist yet, that’s a job. Broken is fixed free and without limit. New is either your monthly changes or a quote — and you’re told which before anything starts.
Same unit as every plan: one thing we can describe in a paragraph and check in one pass, scoped in writing before it starts, counted when it ships. Unused changes roll over one month to a maximum of double. With five a month, most of what a Running & Improving client would be quoted for fits inside the allowance — that’s the point of the tier. Anything that rebuilds how data is stored or how money is calculated is still a quote, and you hear that the same day.
Partner is a twelve-month term, not month to month. The standing session, the roadmap and the first call on capacity only work if we can plan around you — and you get the compounding benefit of a system that’s been steadily improved for a year. Annual up front is ten months’ price. Thirty days’ notice at the end of the term, you own the code, and we hand you the lot. We keep the number of Partner plans small on purpose: it’s the only way the same-day promise stays true for everyone on it.
Every plan
What every Care Plan includes, Partner too
- HostingOn our own server. Not some random’s.
- MonitoringWe watch it so you don’t have to think about it.
- Daily backupsTested quarterly, so we know they actually restore.
- Security patchesApplied as they land, not when something goes wrong.
- Dependency updatesThe unglamorous work that stops things breaking in two years.
- Unlimited fixesIf it’s broken, we fix it. However many times.
- A monthly reportWhat changed, what we noticed, what’s worth doing next.
Three of these are the reason the plan isn’t a hostage situation: it’s hosted on our own server, backed up daily, and you own the code. Thirty days’ notice and we hand you the lot.
The ladder
Moving between plans
Moving down. If the roadmap runs dry and the changes go unused for a stretch, we’ll raise it at the monthly session. Moving to Running & Improving at the end of the term is a normal outcome, not a failure.
Every plan is only offered on a system Kindra built, or one we’ve audited first. New work is quoted the way all Kindra work is quoted — in writing, before it starts. And the reason we count changes instead of hours is written up in Why we stopped selling support hours.
Straight answers
Questions about Partner
“What counts as an emergency?”
Three things: the system is down, the money is wrong, or the data is at risk. Everything else goes in the normal queue and gets done properly.
“Why a twelve-month term?”
Because the value compounds and we can’t plan capacity around a maybe. Twelve months, or start on Running & Improving and move up when you’re sure.
“What happens in the monthly session?”
Forty-five minutes with Michael, just on what’s next: what shipped, what we noticed, what’s worth doing, and what order to do it in. The roadmap gets updated from it.
“What if I want to leave?”
Thirty days’ notice at the end of the term. You own the code, and we hand over everything. No hostage-taking — it’s in the agreement.
“Is that a lot per year?”
Measure it against what runs through the system, not against a day of our time. Then ask what a week of the billing being wrong would cost.
Not sure what state yours is in?
See what looking after yours would cost
Send us the system and we’ll tell you straight — what’s running well, what’s quietly at risk, and what it’d cost to look after on Partner. Even if you’d rather leave things exactly as they are, you’ll know.