/ Use case · Website support
Post-launch website workclients actually seethe value of.
Once a website is live, real work continues: bug reports, small content updates, change requests, monthly checks. Role Central treats this ongoing work as a real service, not a rounding error on last quarter's project.
The problem.
Post-launch website work is where trust is usually lost. Clients raise issues and don't hear back. The team fixes things but can't easily show what they've done. Monthly retainer hours evaporate into email threads. By month three, nobody's happy with the relationship.
How Role Central changes the workflow.
A Support Service in Role Central captures the relationship: which request types it accepts, what its SLAs are, its default commercial classification (Included, Retainer, Billable), and — if there's a retainer — how much allowance it carries per period.
Every request the client raises lands against that service. The client sees the request's status, the service SLA, and anything the team has posted publicly on it. Internal triage, delivery estimates and any private discussion stay internal. Time logged against the request draws down the retainer allowance automatically.
Relevant capabilities.
Support Services — accepted request types, response and resolution SLAs, retainer allowance, default commercial classification.
Requests — SLA-tracked, ordered by urgency in the operational inbox, linked to the service they belong to.
Boards — customer-visible or internal discussion on the request.
Time — logged against the request or the service; draws down retainer allowance automatically.
Reports — per-service SLA performance and per-period allowance usage.
The outcome.
/ Outcome
The client can see exactly what they got for the retainer this month. The team can see whether they're at risk of overshooting the allowance mid-period. Both sides trust the picture because it's derived from the same records, not reconstructed from memory at month-end.
Related lifecycle stages.
Where this use case connects into the seven-stage lifecycle on /product.