Holiday support
Support is open every day except December 25, 7 am to 7 pm Pacific.
- Their plan includes phone support
- Outages have a separate emergency line
support-hours.md
Every account detail on screen the moment they ask
Renewal calls jump from price to usage to an old bug with no warning. Jamie listens to both sides and puts the contract term, the usage number or the account note on your screen a few seconds later.
Live transcript Both sides of the call, written out as they speak
- Customer
Before we get into the renewal, remind me what we are paying right now?
- You
You are at $1,450 a month for 85 seats, and the term runs to January 31.
- Customer
Are we even using all 85 seats?
- You
Sixty-two were active last month. Two of your locations have gone quiet, so we can trim seats or get those teams trained.
- Customer
We opened a Tacoma office last month. Can it be added before the renewal?
- You
Yes, any time. I saw Spokane is coming in the spring too, so let us plan for both.
- Customer
What would adding Tacoma cost us?
- You
Sixteen dollars a seat, prorated, and no setup fee. Past 100 seats the rate drops to fifteen.
- Customer
Last quarter we had that payroll export bug. Is it actually fixed?
- You
Fixed on September 12. I also see we offered you a month of credit that never got applied, so I will put that through.
- Customer
Rotaplan emailed us about a cheaper plan. How do you compare?
- You
Their $12 leaves out payroll export. Add that and it is the same $16 you pay now.
- Customer
If we sign for two years, is there a discount?
- You
Two years gets you 8% off with the price locked for the whole term.
- Customer
We are moving payroll to Paylark in January. Will that still work with you?
- You
It will. Paylark has our connector in beta and it opens up in January. Until then the CSV export covers you.
- Customer
And who do we call if something breaks over the holidays?
Answer cards Newest on top
Paylark
Paylark lists a Shiftwell connector in beta, open to everyone in January.
- Until then the CSV export works with Paylark
- Ask who runs payroll on their side
paylark.example/integrations
Multi-year terms
A two year term gets 8% off and a price lock.
- Three years is 12%
- Anything over 10% needs manager sign-off
renewal-playbook.md
Rotaplan pricing
Rotaplan lists $12 a seat, but payroll export is a paid add-on.
- The add-on is $4 a seat
- With it they come out level at $16
rotaplan.example/pricing and 2 more
Payroll export bug
Fixed in the September 12 release. Their ticket closed on the 14th.
- They lost about two days of exports
- A one month credit was offered and has not been applied
account-notes.md
Adding seats mid-term
Extra seats are $16 each per month, prorated to the renewal date.
- No setup fee for a new location
- Over 100 seats the rate drops to $15
pricing-2026.md
New locations
Their site lists Tacoma as open since October and a Spokane office planned for spring.
- Spokane would add about 12 staff
- Ask when Spokane needs to be live
harbordental.example/news and 1 more
Seat usage
62 of the 85 seats were active in the last 30 days.
- Two locations have not logged in since August
- Offer 70 seats, or training for those two locations
usage-october.csv
Current contract
They pay $1,450 a month for 85 seats. The term ends January 31.
- Price was locked for the first year
- 30 days notice to change the seat count
contract-harbor-dental.pdf
It reads the account before you get on the call
Hand over what you would normally open in six tabs. Jamie reads it first.
- Contracts and order forms
- Price, seat count, term dates and notice periods, exactly as signed.
- Usage reports
- Active seats and quiet locations, so you can talk about right-sizing with real numbers.
- Account notes and ticket history
- What went wrong, when it was fixed, and what you promised at the time.
- Pricing and renewal playbooks
- What you can offer on a longer term and what needs sign-off.
When they bring up something outside the account
Customers mention competitors, new offices and tools they are switching to. When your files do not cover it, Jamie searches the web and shows where it looked.
- Competitor pricing. What the other vendor lists publicly, including what costs extra.
- The customer's own news. New locations or announcements on their site that change how many seats they need.
- Sources on the card. Every web answer names the pages behind it, so you can open them before you repeat it.
Questions from account teams
Does Jamie connect to our CRM?
Not today. Jamie answers from files you give it, such as exported contracts, usage reports and account notes, and from the web.
Can I load a different set of files for each account?
Jamie reads the files you hand it before the call. Give it the documents for the account you are about to speak with.
Does the customer know Jamie is there?
Nothing joins the call and there is no extra name in the participant list. Recording and transcription rules still apply, so check what your region requires and tell people.
Can it get a contract term wrong?
Yes. It is software reading documents quickly. Every card names the file behind the answer, so check the contract itself before you quote a price or a date.
Try it on your next renewal
Jamie is in early use on Windows. Tell us what kind of accounts you manage and we will write back when there is a spot.
Jamie on other calls