Thank you for partnering with us to optimize and grow your practice. To ensure seamless support without administrative delays, we operate on a pre-paid retainer model. This allows us to dedicate guaranteed hours to your practice each month.

Below is a simple guide to how our billing, tracking, and renewals work.

1. What exactly is a “Pre-Paid Retainer”?

Think of your retainer like a dedicated bank of specialized consulting hours reserved exclusively for your practice each month. You purchase a set block of hours in advance, ensuring that our team is available to jump on your projects, optimize your workflows, or handle emergencies the moment they arise.

2. How are my hours tracked?

We track our time daily, rounded to the nearest 1hour increment. Every task—whether it’s system implementation, strategic planning, or a quick phone consultation—is logged with a detailed description. You will always have full transparency into exactly where your investment is going.

3. What happens if we use up all the hours before the month ends?

Our goal is to never hit the brakes on your practice’s momentum. To avoid a disruption in service, we use an automated “Red Line” trigger:

• When your remaining retainer balance drops below 2 hours, we automatically issue a renewal invoice for your next block of hours.

• Once that invoice is processed, your balance is replenished, and work continues seamlessly.

4. Do my unused hours roll over to the next month?

Because we strictly limit the number of practices we consult with to ensure high-touch service, we reserve this time specifically for you. Therefore, retainer hours do not roll over from month to month. We work closely with you throughout the month to ensure your hours are fully utilized on high-impact projects.

5. How can I see my current balance and usage?

You can receive a Consolidated Billing Statement whenever a renewal is triggered or upon request. This statement includes:

• The Burn-Down Summary: Your total pre-paid hours, hours used to date, and remaining balance.

• The Detailed Activity Log: A line-by-line breakdown of dates, tasks completed, and the exact time spent on each.

6. What should I do if I receive a renewal notice?

Because we pause active project work if a retainer hits zero, we ask that renewal invoices be settled within 48 hours. Many of our clients prefer to keep a credit card on file for automated replenishment to ensure zero downtime.