Optional Add-Ons
Restricted Access Support Tier
Annual Fee: $2,000
Overview
The Restricted Access Support Tier is designed for clients who are unable to grant Public House access to their production environment due to internal security or compliance requirements.
Under this model, all support services are delivered through a dedicated sandbox environment that mirrors production. Public House performs all troubleshooting, configuration, and development work in this environment and provides deployment-ready solutions for the client to implement.
Scope of Services
Public House will provide:
- Issue investigation and troubleshooting (in sandbox only)
- Configuration updates and system improvements
- Deployment packages (e.g., change sets)
- Step-by-step deployment instructions
- Testing scenarios for validation
Client Responsibilities
To ensure effective support, the client is responsible for:
- Submitting complete support requests, including:
- Detailed written descriptions
- Screenshots and/or screen recordings
- Steps to reproduce the issue
- Deploying all changes to production and validating results
- Maintaining a sandbox environment that reflects production, including:
- Performing sandbox refreshes as needed, especially after production changes
- Ensuring required data is included for accurate testing
- Completing all post-refresh configuration steps:
- Reactivating Public House users
- Updating credentials and triggering password resets
- Reauthorizing integrations (AWS, Salesforce, etc.)
- Updating environment-specific settings
- Assisting with issue reproduction if needed
Sandbox Maintenance and Refresh
Support Process
- Client submits a request with required documentation
- Public House reproduces and analyzes the issue in sandbox
- Solution is developed and tested in sandbox
- Public House delivers deployment package, instructions, and test scenarios
- Client deploys to production and validates
Limitations and Considerations
- Issues must be reproducible in sandbox for full resolution
- Resolution timelines may be longer than standard support
- Multiple iterations may be required for complex issues
- Sandbox must contain representative data for accurate testing
- Certain features (e.g., electronic signatures) may not function in sandbox
Sandbox Requirements (Reference)
The sandbox must include sufficient data and configuration, such as:
- Contacts
- Campaigns
- Campaign Members
- Screening Submissions,
- Service Files
- Application Household Members
- Assets
- Debts
- Income Sources
- Required Documents and Files
- Application Process data
- Debug logs
- AMI data
Initial Setup
Before support services begin, a one-time setup is required to establish the sandbox environment.
This process typically takes approximately one week and includes:
- Provisioning a full developer sandbox
- Configuring required data and objects
- Establishing Public House access within the sandbox environment
- Sandbox cloud storage configuration
Detailed setup instructions will be provided following agreement execution.
Resident Portal Implementation
Fee: $1,500
The Resident Portal implementation is a separate service focused on configuring annual survey workflows and related communications.
This implementation typically includes:
- Annual survey questions
- Required document configuration
- Notification setup
- Communication template updates
This service is typically completed over a 2–3 week period and may be scheduled:
- alongside the primary implementation, or
- following initial system launch
Training Services
Additional training sessions are available to support onboarding of new staff, larger teams, or extended use cases.
- $150–$200 per 1-hour session
- Training packages available upon request