Business hours are 8am to 5pm AEST, Monday to Friday, and the window applies inside them. It’s a response commitment, not a delivery one — a change on a live system takes what it takes to test — but you’ll hear back inside four hours and you’ll know which bucket your request landed in: broken, change, or quote. Emergencies — the system down, the money wrong, data at risk — jump the queue at every tier.
Care Plans · Plan 2 of 3
Running & Improving. Two changes a month, every month.
The middle plan, and the one most clients sit on. Everything in Keep It Running, plus two shipped changes a month, a four-business-hour response window, a monthly report on what changed and what we noticed, and a place ahead of Keep It Running in the queue.
Fit
Who Running & Improving is for
- The system works and you keep noticing small things that would make it better.
- You want new work to happen without a quote round every time.
- You want to know each month what changed, what we noticed, and what’s worth doing next.
- You’d like a faster response than a business day without paying for a same-day line.
And who it isn’t
When to pick a different plan
- You have nothing you want changed. Keep It Running is cheaper and covers everything that keeps the lights on.
- You’re consistently wanting more than two things a month, or the business would stop if the system did. That’s Partner, and it works out cheaper than paying per change.
What’s in it
What you get on Running & Improving
Everything in Keep It Running, plus:
- 2 changes a month
- We respond within four business hours
- A monthly report — what changed, what we noticed, what’s next
- You go ahead of Keep It Running in the queue
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.
A change is one thing we can describe in a paragraph and check in one pass. Before any change starts you get that paragraph in writing with a line that says what “done” looks like; you reply yes, and it’s queued. It counts when it ships, not when you ask — if it takes us four goes, that’s ours. Unused changes roll over one month, up to double your allowance, so a quiet month isn’t a wasted one. Anything bigger than a change — rebuilding how data is stored, changing how money is calculated, a new integration — we name as a quote the same day and price within three business days.
No fixed term. Thirty days’ notice either way, you own the code, and we hand you the lot if you go. Pay annually up front and it’s ten months’ price for twelve. The plan is reviewed at each anniversary so the price tracks what you actually use — you’ll know that going in.
Every plan
What every Care Plan includes, Running & Improving 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 up. Every time you ask for something too big for a change, we’ll tell you: quote it separately, or it fits inside Partner with room to spare. Three of those in a quarter is the honest signal to move up.
Moving down. If a few months go by with your two changes unused, we’ll say so in the monthly report. Keep It Running might be the right plan — we’d rather you were on the one you use.
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 Running & Improving
“Two changes a month doesn’t sound like many.”
It’s more than most months need. If you’re consistently wanting more, that’s a Partner conversation, and it works out cheaper than paying per change.
“What if I don’t use my changes one month?”
They roll over one month, up to double your allowance. So two unused in March means four available in April — and back to two in May.
“What if a change takes you three attempts?”
It still counts as one. A change is counted when it ships and passes the acceptance line we agreed, not when you asked for it. Rework is our cost.
“How fast do you actually fix things?”
We commit to responding fast, not to shipping fast — because testing a change on a live system takes what it takes. You’ll always hear back inside your response window, and you’ll always know where it sits.
“Can I do three months and see?”
Yes. Running & Improving is month to month. Thirty days’ notice either way.
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 Running & Improving. Even if you’d rather leave things exactly as they are, you’ll know.