Overview

Managed Services gives you a flexible retainer for ongoing execution, configuration, and technical implementation. It’s designed for teams that want on-demand help with work typically covered in Onboarding and Professional Services, without needing a new Statement of Work (SOW) for every task.

Your service tier (Basic or Enhanced), usage commitment, and billing period are defined in your Order Form.

Required plan

This feature may not be included in the Starter or Pro plans. If you are interested, please contact Recurly Sales to discuss upgrade options.

Additional cost

This feature or setting requires an additional cost. Please reach out to your Recurly account manager or [email protected] for more pricing details.

Prerequisites

• You’ve purchased Managed Services and have an active Order Form
• You can submit requests through the Online Service Portal

Limitations

• Services are delivered remotely during business hours only (9:00 AM – 5:00 PM ET, Monday through Friday, excluding US public holidays)
• Work is limited to the prepaid hours purchased for the billing period (no overages, and no rollover)

Definition

Managed Services is a prepaid, hourly retainer that provides access to Recurly experts for ongoing technical execution, configuration, and implementation support. You can use it to request scoped work across Recurly products, based on the service tier and hours in your Order Form.

Key benefits

• Flexible execution without repeated SOWs: Get help with recurring configuration and implementation needs without starting a new SOW for each request
• Predictable budgeting: Use a prepaid hours model with a hard cap on usage and no surprise overages
• Faster access to help: Submit requests through a single portal and get defined response and staffing targets
• Broad coverage across Recurly products: Use hours for implementation support, reporting, optimisation, and enablement tasks as your business evolves

Key details

What Managed Services can cover

Managed Services focuses on hands-on execution and configuration. Examples of eligible activities include:

Service packages and service levels

Your entitlements depend on the service tier selected in your Order Form.

Your Order Form includes your pricing, tier, billing period, and any additional hours purchased.

Note: Support hours for all tiers are 9:00 AM – 5:00 PM ET, Monday through Friday, excluding US public holidays.

Usage, billing, and cap policy

Managed Services follows a strict prepaid model to keep usage flexible and budgeting predictable.

Billing period and consumption

• Billing period: Selected in your Order Form (for example, monthly or quarterly)
• Consumption rule: Purchased hours are allocated to the billing period and can be used at any point during that period

No rollover

Any unused hours expire at the end of the billing period. Unused hours don’t roll over and aren’t refundable.

Hard cap on usage

Work is limited to the prepaid hours purchased in your Order Form.

• No overages are permitted
• Negative hour balances aren’t allowed
• If you run out of hours before the billing period ends, active work is paused until the next billing period begins (or until additional hours are purchased, if available in your Order Form)

Example: quarterly billing with monthly hours

A customer selects the Basic tier and commits to eight hours per month (five baseline hours plus three additional hours). They choose a quarterly billing period.

• Total pool: 24 hours available at the start of the quarter (8 hours × 3 months)
• Flexibility: The customer can use the 24 hours at any pace during the quarter
• Expiration: If 20 hours are used by the end of the quarter, the remaining four hours expire
• Cap: If all 24 hours are used by the end of month two, services pause until the next quarter begins

Capacity and end-of-period scheduling

You can use hours at your preferred pace within the billing period, but all work depends on resource availability.

• Advance notice: Large requests (more than 20 hours), or requests submitted within the final 30 days of a billing period, may require additional lead time

• No last-minute guarantee: Recurly can’t guarantee delivery of accumulated hours if requests are submitted in the final weeks of the billing period without prior scheduling

  • If work can’t be scheduled due to late submission, that doesn’t qualify the request for a refund or rollover

• Recommendation: Plan large initiatives at least four weeks before your billing period ends

Service level definitions

Response time

Definition: The time between submitting a request in the Online Service Portal and receiving an initial acknowledgement from Recurly.

• Basic tier: Target acknowledgement within three business days
• Enhanced tier: Target acknowledgement within one business day

Resource allocation

Definition: The time required to assign a qualified consultant to your request and schedule the start of work.

• Basic tier: Target allocation within two weeks after request validation
• Enhanced tier: Target allocation within one week after request validation

Governance and reporting

Governance meetings

Managed Services includes recurring meetings with a Professional Services representative to review priorities and upcoming initiatives.

• Basic tier: One meeting per fiscal quarter (30 minutes)
• Enhanced tier: One meeting per calendar month (30 minutes)

Note: Governance meetings consume hours from your allocated package.

Usage reporting

Recurly provides a monthly usage report that summarises the hours consumed during the current billing period.

Request process

All requests must be submitted through the Online Service Portal.

Exclusions

Managed Services is focused on technical execution and configuration. The following activities aren’t included:

• Strategic roadmapping: Long-term architecture planning, business reviews (QBRs/EBRs), and success planning (typically handled by a Technical Account Manager)
• Code-level development: Writing custom code, building entirely new non-standard integrations, or core software development
• Crisis management: 24/7 critical incident support (unless you have a separate Support contract)
• On-site services: All work is delivered remotely

FAQs

Q: Can I roll over unused hours to the next billing period? A: No. Unused hours expire at the end of the billing period and don’t roll over.

Q: What happens if we use all our hours before the billing period ends? A: Work pauses when you reach your prepaid limit. Active work resumes at the start of the next billing period (or based on additional hours, if your Order Form allows it).

Q: How should I plan a large initiative? A: If your request is more than 20 hours, or you’re close to the end of a billing period, plan at least four weeks ahead so Recurly can schedule resources.

Q: How do we submit a request? A: Submit your requests through the Online Service Portal.