Terms
What we're signing — and what we're not. Read first, sign second.
The plain-language version of a Plumbline engagement. This page is the summary — the contract is the binding version, and the language on this page lines up with what lands in front of the signature. If anything here disagrees with what the call promised, the contract version wins.
Three sections that follow: engagement scope, outcome-pricing mechanics, and what we ask of you. Scroll to the bottom for the next step.
Why this page exists
The terms — in writing, before signature.
This page exists so the verbal promises from the audit call don't get lost between the call and the contract. The three sections that follow re-state what a Plumbline retainer covers, what a billable outcome looks like (and what it doesn't), and what we ask the client to keep in place for the engagement to hold. Same line items that land in the contract.
01 · Engagement
What the retainer covers, month to month.
A Plumbline retainer is sized to one outcome and renewed against a quarterly review of the volume and the result. The same entity that takes the audit call is the contracting party that ships the workflow.
- The contracting party is the company you sign with, not an upstream vendor — the same entity that takes the audit call and ships the workflow
- The retainer covers one outcome per engagement, signed in advance — the single measurable result we are all pricing against
- Scope includes the workflow you contracted for, the integrations named in the audit, consent + AI-disclosure layer, and the monthly reporting cadence
- Setup is a one-time range; maintenance is a monthly figure sized to the volume and re-priced each quarter if the outcome drifts
- A 30-day review clause is written into the contract from day one — either party can flag drift and trigger a re-scoping, no penalty
02 · Outcome pricing
What counts as a billable outcome — and what doesn't.
The outcome is the line we price against. The definition is signed at the audit and re-checked each quarter. Two sides of the same coin — what counts, and what the contract explicitly excludes.
- A booked-job that lands on a real calendar slot with a contact the client already recognises
- A qualified lead that passes the intent threshold the audit defined — captured into the CRM the client already pays for
- A reactivation that connects to a contact with documented prior consent — surfaced from the existing pipeline, not a cold list
- A compliance-clean handoff to a human — when intent exceeds the AI threshold, the warm-handoff counts as the outcome, not "left on the line"
- Spam, bot, or duplicate lead — anything the consent log or the CRM already flags as not a real contact
- A contact who has opted out — STOP, UNSUBSCRIBE, or a verbal revoke removes the record before the count is taken
- A misrouted contact that the client fails to return within the documented response window — not a result, an open loop
- An inbound below the agreed volume band — when the volume is too low to draw a conclusion, the monthly figure is paused, not billed
03 · Client obligations
What we ask the client to keep in place.
A retainer only holds if both sides keep their end of the contract. The list below is what the engagement contract asks the client to maintain — written in, with line numbers, so it can't be read as a yesterday conversation.
- CRM and calendar access during the engagement — read+write credentials scoped to the workflows we operate, rotated on offboarding
- Current consent records maintained for every contact in the active queue — the audit will surface gaps before the first outreach is sent
- Opt-outs honoured within one business day — a returned STOP, a verbal revoke, or a written request removes the contact from the queue
- Response windows inside business hours — when a warm-handoff lands on the assigned human, the response window opens for the documented SLA
- A named operator on the client side — a single point of contact who signs off on tuning changes and is reachable during the agreed window
Convinced?
Read the terms above, then start the engagement.
Pick the path that fits — a one-page audit note (asynchronous, free) or a 30-minute call (synchronous, free). Either way, the terms above land in the contract before any workflow goes live.
Also read SLA and Refunds — the rest of the legal-supporting trio.
Plumbline terms of engagement: retainer scope, outcome-pricing mechanics, and the client obligations that hold the engagement in place — written into the contract before the first workflow goes live.