Guides

How the coverage actually works.

Not a sales pitch — a plain account of what's typically covered, how escalation gets set up, and what lands in your inbox every morning. Worth reading before you sign up, not after.

What's typically covered

Six categories of work, defined before coverage begins.

Every engagement starts by defining exactly what falls inside the after-hours window. In practice, that scope is built from six categories:

Inbound communications

Every email, message and web form arriving during the coverage window is read and triaged as it comes in — not queued for the morning.
Urgent escalation

Time-sensitive matters are flagged and routed through whatever protocol you've agreed — see the escalation section below.
Administrative processing

Scheduling, document prep, data entry, and the follow-up tasks that would otherwise pile up overnight.
Client-facing responses

Replies go out in your voice, to a standard agreed during onboarding — not generic templated responses.
Morning handover

A structured brief lands by 8:30am, every day, including quiet nights when nothing required action.
Bespoke coverage

The exact mix of the above is shaped around your business, not applied as a fixed template.

Sensitive and complex requests

What happens with financial, legal, or sensitive matters.

Anything financial, legal, or otherwise sensitive defaults to careful handling — triaged and flagged to your morning brief rather than acted on independently, every time, for every client. That's the baseline.

Where it goes from there is shaped entirely by you. As we work together, the scope of what we handle directly can grow to match what you're comfortable delegating — always agreed with you first, never assumed.

How escalation works

You define what's urgent — we don't guess.

Escalation isn't a fixed script applied to every client the same way. You set the thresholds — what counts as urgent for your business specifically, who gets contacted, and through what channel — during onboarding, before coverage ever begins.

Once those thresholds are agreed, they're followed exactly. Nothing gets escalated on judgement that hasn't been discussed with you first, and nothing that meets your definition of urgent waits for the morning brief.

Onboarding

Four stages, all completed before coverage starts.

Nothing goes live until each stage is documented and signed off — coverage that hasn't been defined in advance can't be delivered consistently.

Scope definition

We agree precisely which tasks fall inside the after-hours window — and, just as importantly, which don't.

Process design

Each task is documented: what gets done, in what order, and what a completed outcome looks like.

Guidelines and escalation

Decision limits, escalation thresholds, and tone of response are written down before the first shift, not improvised during it.

Deliverables and review

Scope of work, follow-up handling, and reporting cadence are agreed up front and reviewed on a fixed schedule.

The morning brief

What actually lands in your inbox by 8:30am.

A short, structured summary of the overnight window: what came in, what was handled and how, what was escalated and why, and what still needs a decision from you. It's built to be read in a few minutes before your working day starts — briefed, not catching up.

It arrives every morning on schedule, including quiet nights when nothing required action. A brief that only shows up when something happened isn't a system you can rely on — this one is.

Six categories of work, defined before coverage begins.

What happens with financial, legal, or sensitive matters.

You define what's urgent — we don't guess.

Four stages, all completed before coverage starts.

What actually lands in your inbox by 8:30am.

Still have questions?