Purpose #
This article explains how Shopstars manages time spent on monthly retainers. It covers how hours are allocated, how they are tracked internally, how clients receive reports, what happens if usage exceeds the retainer, and why hours do not roll over from month to month.
Retainer Structure #
Monthly retainers are designed to give clients guaranteed access to Shopstars resources every month without needing to negotiate individual scopes. Retainers include a predefined number of hours or services that cover development, design, QA, or strategy tasks depending on the engagement type. Clients can request work within the scope of their retainer at any time, and Shopstars allocates tasks to the appropriate team members.
Time Tracking #
All work delivered under a retainer is tracked at the task level. Developers, designers, and strategists log time directly against to-dos in Basecamp. Each entry includes the type of task, the time spent, and the assignee. This allows Shopstars to produce accurate breakdowns of where time is allocated. Examples include:
- Three hours logged for theme customization
- One hour logged for pixel debugging
- Two hours logged for ad campaign adjustments
Time entries are not visible to clients in real time but are consolidated into reports. This ensures internal consistency while still giving clients transparency at the summary level.
Reporting #
At the end of each billing cycle, the Project Manager provides a usage summary in the weekly or monthly status update. The report shows:
- Total hours included in the retainer
- Hours consumed during the cycle
- Breakdown by workstream (development, design, strategy, advertising)
- Remaining balance if applicable
Reports are posted on the Basecamp Message Board and archived in Docs & Files for record-keeping. This ensures that clients can review past reports at any time.
Overage Hours #
If usage is trending above the retainer limit, the Project Manager will notify the client in advance. No overage is billed without explicit client approval. Once approved, additional hours are billed at the agreed hourly rate and included in the next invoice. Overage hours are tracked separately from retainer hours to maintain clarity.
Rollover Policy #
Hours included in a retainer do not roll over between billing cycles. This policy exists for two reasons:
- Capacity planning: Retainers are used to reserve resources in advance. If hours rolled over, capacity could not be guaranteed for other clients.
- Accountability: Retainers encourage consistent progress every month, rather than delaying work and building up unused allocations.
Unused hours at the end of a billing cycle expire. Clients are encouraged to plan tasks evenly throughout the cycle to maximize value.
Client Responsibilities #
Clients play a role in ensuring efficient use of retainer hours. Requests should be submitted in Basecamp with clear instructions, priorities, and deadlines. The more detail provided, the less time is spent clarifying requirements, which preserves retainer hours for productive work.
Example Scenarios #
- A client on a 20-hour retainer uses 15 hours in the first three weeks. The Project Manager reports five hours remaining.
- A client requires 25 hours in one month. Shopstars notifies the client before exceeding the 20-hour retainer and confirms billing of the five overage hours.
- A client only uses 10 hours out of 20. The remaining 10 hours do not roll over and expire at the end of the cycle.
Summary #
Time spent on retainers is carefully tracked, reported, and approved. Hours are logged internally at the task level, summarized in Basecamp reports, and tied to workstreams for transparency. Overages are only billed with approval, and unused hours do not roll over. This ensures fairness, predictable capacity, and clear accountability for both Shopstars and its clients.
