All Phases Print
07

Sustainment

Owner: Max Moclock + Teddy Galloway

Ongoing client relationship management: retainers, support, follow-ups, and quarterly reviews. No fixed end.

Retainer ActiveOngoing ∞
Lane 01

Client Experience

💡 Ongoing Client Experience
  • Retainer clients receive ongoing deliverables per agreed schedule
  • Support requests handled promptly via ticketing system
  • Regular check-in communications maintain warm relationship
  • Quarterly review calls to assess performance and plan ahead
  • Upsell opportunities presented based on evolving needs
📍 Ongoing Touchpoints
  • Monthly check-in emails
  • Quarterly review calls
  • Support ticket responses
  • Anniversary/milestone touchpoints
  • New service/proposal presentations
Steady cadence (monthly/quarterly)
Lane 02

Teammate Workflow

👥 Team Assignments
👑 Max: Client relationship, support, follow-ups 🎥 Teddy: Quarterly reviews, upsell strategy 🖥️ Derrick: Web/app maintenance, bug fixes, perf monitoring, minor feature work (as triggered)
📄 Sustainment Workflow (5 steps)
  • Retainer setup: Agreement, schedule, billing cycle, communication cadence
  • Support tracking: Log tickets, assign, prioritize, resolve
  • Follow-up schedule: Monthly emails, quarterly calls, milestone touches
  • Platform maintenance: New Derrick runs monthly site health checks (uptime, Core Web Vitals, security patches, dependency updates) on retainer web/app clients and files any fixes through the ticket queue
  • Quarterly review: Health check, retainer usage, performance, upsell
Lane 03

AI Agent Workflow

🔄 Human-Bot Collaboration
VP Bot generates health score report→Max/Teddy review in quarterly call
VP Bot tracks support ticket SLAs→Max monitors resolution times
Marketing Bot identifies upsell signals→Teddy evaluates opportunities
Engineer Bot runs monthly uptime/Lighthouse/dep-update scans→Derrick triages & files tickets
Lane 04

Feedback & Decisions

⚖️ Quarterly Review (recurring)
Client health? (Every 90 days)
Healthy: Continue retainer At risk: Increase touchpoints Offboarding: Archive project
Upsell opportunity?
Yes: Propose new services Not now: Schedule next review
↺ Quarterly review repeats every 90 days until client offboards. Each review feeds updated health score.
⌛ Timeframe

🕑 Ongoing: quarterly review cycle