Introduction

Each Rollick partnership includes a core set of support services designed to help your programs run smoothly. From time to time, you may request assistance that goes beyond this standard level of support. To clearly distinguish what’s included in your partnership from what is considered incremental support, we’ve outlined the most common task types below. The summary tables provide a quick reference, with additional detail for each item available in the sections that follow.

Summary Table

To help you quickly understand which activities are included in standard support and which may be considered incremental, the tables below provide a clear, at-a-glance view of common task types. These tables are designed to serve as a quick reference for how different requests align within your overall support structure. More detailed explanations for each item are available in the sections that follow.

Detailed Task Explanations

Below are the full explanations for each task type, organized in the same order as the tables above.

Client Communication (Non‑Support, e.g., Aimbase releases)

Non‑support client communication includes general updates such as release notes, product announcements, and maintenance notifications. These messages keep clients informed about changes or improvements that may affect their experience but do not require troubleshooting or custom analysis.

Example: Rollick sends a quarterly release summary highlighting new features and improvements that may impact the client’s program.

Client Deliverable Consolidation (When Tied to Incremental Support Tasks)

Client deliverable consolidation becomes an incremental service when it involves organizing, updating, or preparing materials connected to project‑based work, custom initiatives, or extended support needs. This type of consolidation typically requires gathering documents from multiple teams, updating or restructuring materials, or assembling deliverables that support a larger billable effort such as an implementation, integration, or strategic project. Because this work goes beyond routine operational organization and directly supports project‑level activities, it is billed as incremental support.

Example: Rollick consolidates several project‑related documents—including configuration notes, testing results, and updated timelines—into a single package for a client’s upcoming implementation review.

Client Meetings (Recurring / Operational)

Recurring operational meetings provide clients with a consistent space to review ongoing work, discuss routine updates, and stay aligned on program health. These meetings occur once per week for up to one hour and focus on standard topics such as ticket updates, reporting, and upcoming releases.

Example: During the weekly check‑in, Rollick reviews open requests and upcoming platform updates with the client.

Client Reporting & Recurring Deliverables (Quarterly Metrics)

Recurring reporting includes preparing and delivering strategic program metrics that help clients understand performance trends and program outcomes. These reports follow a consistent format and are reviewed during scheduled meetings to ensure clients have visibility into key insights.

Example: Rollick compiles the client performance report and walks through the highlights during the next operational meeting or scheduled on-site visit when required.

Client System Training

Client system training consists of two sessions provided outside the first six months after go‑live to support new or existing client team members learn how to use the system effectively. These sessions focus on standard workflows and core functionality.

Example: Rollick hosts a training session for new client staff to help them understand how to navigate the system and manage leads.

Data Maintenance & Cleanup

Data maintenance and cleanup are included when issues arise from system behavior or processing errors. These tasks ensure data accuracy by correcting problems such as duplicates, misprocessed records, or other anomalies caused by platform‑side issues.

Example: Rollick resolves a batch of duplicate records created by a temporary system processing error.

Meeting Documentation & Follow‑Up

Meeting documentation and follow‑up include summarizing discussions, capturing standard action items, and sending recap messages after routine operational meetings. These tasks help maintain alignment and ensure that next steps are clear, as long as they do not involve project‑related updates.

Example: After the weekly meeting, Rollick sends a recap email outlining the key discussion points and routine next steps.

Meeting Preparation & Agenda Creation

Meeting preparation and agenda creation involve organizing discussion topics, gathering routine updates, and preparing materials for standard operational meetings. This ensures meetings are structured, efficient, and focused on the right topics.

Example: Rollick prepares an agenda for the weekly operational meeting, outlining topics such as request status, outstanding action items, and upcoming releases.

Support Ticket Handling – Troubleshooting & Issue Resolution (Rollick issue)

Support ticket handling for Rollick‑originated issues includes investigating, diagnosing, and resolving problems caused by system behavior, platform bugs, or internal processes. These tasks ensure that clients are not impacted by system‑side issues and receive timely resolutions.

Example: Rollick investigates a delay in data processing and resolves the issue after identifying a system‑side error.

Ad‑Hoc / Custom Reporting

Ad‑hoc or custom reporting includes any reporting needs outside the standard recurring deliverables. These requests often require manual data pulls, custom calculations, unique formatting, or deeper analysis tailored to a specific question or initiative. Since they fall outside the standard reporting cadence and require additional effort and scope, they are billed separately.

Example: A client asks for a custom report comparing lead performance across three specific campaigns over the past 18 months, requiring reporting scope and analysis.

Client Deliverable Consolidation (When Tied to Incremental Support Tasks)

Deliverable consolidation becomes billable when it involves organizing, updating, or preparing materials related to project‑based work or custom initiatives. This may include compiling documents, coordinating deliverables across teams, or preparing materials for a billable engagement.

Example: Rollick consolidates multiple project deliverables—including test plans, configuration documents, and timelines—for a client’s upcoming implementation review.

Client System Training (Outside Included Sessions)

Training beyond the two included sessions—whether additional sessions, advanced training, or training requested after the initial six‑month period—is billable. These sessions often require preparation, customization, and dedicated time from the Rollick team.

Example: A client requests a third training session to onboard a new regional team several months after go‑live.

Data Maintenance & Cleanup (Client‑Caused Issues)

Data cleanup is billable when issues stem from client‑provided files, incorrect data formatting, or external system errors. These tasks often require manual review, correction, and validation to ensure data accuracy and system stability.

Example: A client sends a file with improperly formatted data that causes import errors, requiring Rollick to clean and reprocess the file.

Meeting Preparation, Documentation & Follow‑Up (When Tied to Incremental Support Tasks)

When meeting preparation, documentation, or follow‑up involves project‑related updates, deliverable tracking, or coordination of billable work, it becomes incremental. This includes preparing materials for project meetings, updating project plans, organizing deliverables, or documenting progress tied to billable initiatives.

Example: Rollick prepares a detailed project plan update and follow‑up notes for a meeting focused on a new integration rollout.

Onboarding & Implementation

Onboarding and implementation cover the setup, configuration, and launch of new products or services. These tasks require significant coordination, technical work, training, and project management to ensure a successful rollout. Because they involve substantial effort beyond routine support, they are fully billable. These types of items are also typically tied to a pre-agreed upon Change Request for contract.

Example: A client adds a new product module, requiring configuration, testing, training, and a coordinated go‑live plan.

Program Plan Updates

Program plan updates involve modifying the client’s existing program structure, workflows, or configurations beyond routine maintenance. These updates typically require additional planning, documentation, and coordination to ensure changes are implemented correctly and align with the client’s evolving needs. Because they go beyond standard support and often require cross‑team involvement, they are billed as incremental work.

Example: A client requests a redesign of their lead routing structure to support a new sales process, requiring updates to documentation, workflows, and configuration.

Quality Assurance & Testing (Unless Rollick Initiates)

Quality assurance and testing are billable when they are requested by the client or tied to client‑initiated changes. This includes validating new workflows, testing integrations, or reviewing system behavior after client‑driven updates. If Rollick initiates the testing due to a system issue, it is included; otherwise, it is incremental.

Example: A client makes an update to their website which requires end‑to‑end testing before launch, requiring multiple test cycles and documentation.

Strategic Advisory & Consulting

Strategic advisory and consulting involve higher‑level guidance, planning, or analysis that helps clients optimize their programs or make informed decisions. This may include strategic reviews, program redesigns, performance deep‑dives, or long‑term planning sessions. These activities require specialized expertise and extended time, making them billable unless Rollick initiates the engagement.

Example: A client requests a strategic workshop to redesign their lead management approach and identify new opportunities for optimization.

Support Ticket Handling – Ad‑Hoc Requests to Change Data or Update Systems

These support requests involve making client‑requested changes to data, workflows, or system configurations that are not tied to a Rollick‑caused issue. This may include data corrections, workflow adjustments, or updates to system settings initiated by the client. Since these changes require manual effort and are not part of standard troubleshooting, they are billed incrementally.

Example: A client asks Rollick to update hundreds of historical records to reflect a new internal naming convention.

Technical Integrations & Configuration

Technical integrations and configuration work includes setting up, modifying, or troubleshooting connections between Rollick systems and external platforms. This may involve API work, data mapping, configuration changes, or coordination with third‑party vendors. Because these tasks require specialized technical resources and fall outside routine support, they are billable.

Example: A client requests a new integration between their CRM and Rollick’s platform to automate data syncing, requiring technical setup and testing.

Ticket Creation & Issue Routing (Non‑Rollick Issues)

Ticket creation and issue routing are billable when the underlying issue is caused by external systems, client processes, or third‑party integrations. These tasks involve diagnosing the problem, documenting findings, and coordinating with external teams to resolve the issue.

Example: Rollick identifies that a client’s CRM is failing to send required data and creates a detailed ticket for the client’s vendor to address the issue.

Closing Summary

This framework is designed to give you and the Rollick team a shared understanding of which activities are included in standard program support and which are considered incremental. While every program is unique, these definitions help create consistency, transparency, and alignment across our partnership. By clearly outlining what’s included and when additional work may become billable, we can set clear expectations, support smooth collaboration, and ensure you receive the right level of support for your program. If you have questions about how these guidelines apply to your program, your Rollick support team is always available to help.