Section 04
Service Design
What do we actually sell? Three tiers with clear deliverables, 32 custom AI capabilities, and a structured onboarding process. Here's how it all fits together.
Three Service Tiers
SETUP
Client requirements, access credentials, workflow documentation
Installed system, 3-5 custom skills, 2-3 channel integrations, documentation, 4 hours training, 30-day support
Client passes self-sufficiency assessment, all integrations confirmed working, documentation accepted
PROFESSIONAL
Above + ongoing workflow requirements, skill specifications for 8-12 custom skills, monthly feedback sessions
Above + 8-12 custom skills, up to 6 integrations, 3 months managed service, monthly reports, priority support
Monthly utilization >60%, client satisfaction >8/10 at 90-day review, uptime >99.5%
ENTERPRISE
Business goals + KPIs, complete workflow documentation, integration requirements, quarterly strategic objectives
Fully managed system on our infrastructure, unlimited skills, all-channel integration, dedicated account manager, QBRs with ROI analysis, 6 months managed
SLA compliance tracked monthly, quarterly ROI demonstrated, uptime >99.9%, client NPS >9/10
7-Step Onboarding Process
Discovery Call
30-60 min. Qualify opportunity, understand practice, map pain points.
Needs Assessment
1-2 hrs. Workflow audit, tool inventory, infrastructure assessment, skill specification.
Proposal + SOW
Tailored proposal with scope, timeline, pricing, ROI projection, SLA.
Technical Setup
Week 1-2. Server provisioning, OpenClaw install, security hardening, channel integrations.
Customization
Week 2-3. Custom skill development, prompt engineering, integration config, workflow automation.
Training + Handoff
Week 3-4. 2x training sessions (90 min each), documentation delivery, acceptance testing.
Go-Live!
System live. Daily health checks, weekly check-ins tapering to monthly, performance reports.
SLA Comparison
| SLA Component | SETUP | PROFESSIONAL | ENTERPRISE |
|---|---|---|---|
| System Uptime | Client-managed | 99.5% | 99.9% |
| Urgent Response | 30-day email | 4 business hours | 4 hours (incl. weekends) |
| Normal Response | — | 1 business day | 8 business hours |
| Update Frequency | Client-managed | Monthly (critical: 48hrs) | Weekly (critical: 24hrs) |
| Backup | Setup only | Daily | Daily + real-time replication |
| Recovery Time (RTO) | Client responsibility | 8 hours | 2 hours |
| Dedicated Contact | No | Shared account mgr | Dedicated account mgr |
32 Custom Skills Across 4 Professions
Skills are the core value-add. These purpose-built capabilities turn a generic AI assistant into a domain-specific professional tool. Development effort: 2-8 hours per skill. Complex integrations: 16-40 hours.