How Hundred Acre Design supports Labour Temple after handoff.
How to reach us
Email chris@hundredacre.design with a clear subject line and:
- Symptom (what happened), not diagnosis
- Who's affected (one, many, or none yet)
- When it started
- What you've already checked (Stripe? OfficeRnD? Worker logs?)
- IDs: Stripe Customer / PaymentIntent, OfficeRnD member, booking date
Urgent (production down, money at risk): email, then text / call if no response within the window below.
Severity & response targets (during 30-day warranty)
| Severity | Definition | First response | Resolution |
|---|---|---|---|
| P1 — Production down | No customer can complete any purchase; money moving wrong; widespread double-charging | ≤ 2 h business hours · ≤ 4 h otherwise | Best-effort same day |
| P2 — Degraded | Single track broken while others work; one plan/room fails; single customer stuck | ≤ 1 business day | ≤ 3 business days |
| P3 — Normal bug | Edge cases, display, non-blocking email | ≤ 3 business days | ≤ 10 business days |
| P4 — Question | "Is this expected?" / "How do I…?" | ≤ 3 business days | As needed |
Business hours. Mon–Fri, 9 AM – 5 PM Pacific. "Otherwise" windows cover evenings/weekends for P1 only.
Warranty vs. billable
Included in 30-day warranty
- Bug fixes against documented behavior
- OfficeRnD or Stripe breaking-change response
- Documentation clarifications
- "First five purchases" ritual sessions
Billable as new work (standard hourly rate)
- New features, products, plans
- Copy / content / CMS cleanup (incl. Offerings Comparison items)
- Proactive monitoring / alerting
- Calendar attendee support (Domain-Wide Delegation)
- Admin dashboards
- Retention of old flows, rollback, migration
- Training beyond the "first five purchases" ritual
After 30 days
- No agreement — support is best-effort, billed hourly on request. No guaranteed response times.
- Monthly retainer — fixed fee, defined bucket of hours, guaranteed response times. Discuss in final warranty weeks.
- Project-by-project — for planned work (new features, products), engage as a scoped mini-project.
Access needed to honor P1/P2 response times
- Stripe (read minimum; admin preferred for dispute + refund response)
- Cloudflare (Workers admin)
- Webflow (CMS editor minimum; Designer for layout)
- MailerSend (template editor)
- OfficeRnD (member-admin)
Client retains primary ownership + billing on every account. Revoking agency access ends our ability to honor warranty response times.
Escalation
If a response target is missed or the severity classification feels wrong, email with [ESCALATION] in the subject — same-day re-triage.