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Questions we get asked.
If your question is not here, email us and we will answer it properly rather than sending you a brochure.
Before you engage
How do I know a custom CRM is right for us?
That is exactly what the free scoping call is for. As a rough guide: if an off-the-shelf CRM covers what you need, buy it — it will be cheaper and faster. Custom becomes the better answer when your process is genuinely unusual, when you are paying for many seats and using a fraction of the product, when the integration you need does not exist, or when the manual workaround has become a job in itself. We will tell you honestly which side of that line you are on, even when the answer costs us the project.
How long does a build take?
The Discovery Sprint is two weeks. A CRM Core build is typically eight to fourteen weeks from kickoff to launch, depending on how many integrations are involved and how clean your existing data is. Scale engagements run longer and are scheduled per phase. You receive a dated timeline as part of the sprint, before you commit to the build.
What does it cost in total?
The Discovery Sprint is $4,500. Builds start at $24,000 for CRM Core and $60,000 for Scale. You get a fixed price for the build at the end of the sprint — not an estimate that moves. Optional maintenance plans run from $950 per month. Everything is published on our engagements page.
Do you work with businesses outside ecommerce?
Our architecture, integrations and experience are built around businesses that sell online, so that is where we do our best work. We do take adjacent engagements — wholesale, distribution and subscription businesses — where the shape of the problem is the same. If we are not the right firm, we will say so.
Are you willing to sign an NDA?
Yes. Send yours and we will review it, or we can provide ours. We treat everything shared in a scoping call as confidential whether or not paperwork is in place.
How we work
What happens in the Discovery Sprint?
Two weeks. We interview the people who actually use the systems, map your data and workflow, and produce four things: a written system architecture, a data model, an integration plan, and a clickable prototype of the interface. It ends with a fixed-price build quote. Everything produced is yours to keep — you can take it to another firm and have them build from it.
Is the sprint fee credited if we proceed?
Yes, in full, provided the build begins within ninety days of the sprint completing.
Who actually does the work?
Our own United States based team. We do not subcontract client data access to third parties without your written consent. You get a named delivery contact who stays with your project.
What do you need from us?
One accountable decision-maker who can answer questions within a day, access to the people doing the day-to-day work, read-only access to your current systems, and feedback on each two-week increment inside a week. Silence is the only thing that reliably delays a project.
What if we want to change scope mid-build?
Changes are normal. We price the change in writing before building it, and you decide. Nothing gets added silently and appears on an invoice later.
Ownership, data and security
Do we really own the source code?
Yes. On final milestone payment, the complete repository, database schema and migrations, environment configuration, deployment runbook and documentation transfer to you. Infrastructure runs in accounts you own. There is no licence, no exit fee and no clause designed to make leaving expensive.
What happens if we stop working with you?
You keep everything and the system keeps running, because it is hosted in your infrastructure and documented for a developer who has never met us. If you later need help, you can come back; we do not refuse to help a former client.
Where is our data stored?
United States regions by default, in cloud infrastructure under your control. Other regions are available where you have a residency requirement.
Do you store card numbers?
No. Systems we build are designed so cardholder data never enters them. Card processing is delegated to a PCI DSS compliant provider and your system holds tokens and references only. Full detail is on our security page.
Do you use our data to train models or improve your product?
No. We do not resell, share, aggregate or train on client data, and each client is fully isolated from every other client.
Payment and support
How do we pay?
Visa, Mastercard, American Express and Discover, plus ACH bank transfer and domestic wire. All amounts are in United States dollars. Build engagements are invoiced across four milestones rather than as one charge. Invoices are due net fourteen days.
What is your refund policy?
Set out in full on our refunds and cancellation page. In short: the Discovery Sprint is refundable in full if you cancel before it starts and pro rata within the first three business days; build milestones are refundable for work not yet performed; and retainers can be cancelled with thirty days' notice.
Is a maintenance plan mandatory?
No. Plans are optional and month to month. You can take maintenance in-house, use another firm, or come back to us later.
What are your support response times?
They depend on your plan and the severity of the issue, and they are published in a table on our support and SLA page rather than hidden in a contract.
Still unanswered? Ask us directly.
