client-migration-script-wa-email

activetype/area-docdomain/commercialdomain/sales

Client migration script (WA + email)

Indonesian version: [[Areas/LumenDev/playbooks/client-migration-script-wa-email-id|Skrip migrasi klien (WA + email)]].

TL;DR

Use this script to move legacy "all-in/free infra/no guarantees" clients to a cleaner commercial model: separate build and maintenance, pass-through infra, and explicit SLA by tier. Keep the message short, outcome-focused, and risk-framed.

WhatsApp template (concise)

Hi [Client Name], quick update from our side.

Starting [effective date], we are standardizing service into LumenCare tiers so support quality and response commitments are clearer.
The new model separates:

  1. Build/enhancement work (one-time scoped fee), and
  2. Monthly maintenance (operations + SLA), with infra billed as pass-through actuals.

For your current setup, the recommended tier is [Foundation/Growth/Scale].
I will send a short proposal + updated service terms by email today.

This change helps avoid hidden risk from unmanaged infra costs and undefined support scope.

Can we align this by [date] so service continuity remains smooth?

Email template (formal)

Subject: Service model update - [Client Name] ([effective month])

Hi [Client Name],

To improve delivery consistency and long-term support reliability, we are updating engagement into a reusable LumenCare service model effective [date].

What changes

  • Project delivery/enhancements are quoted as one-time scoped build fees.
  • Monthly maintenance is billed separately by selected support tier (with defined SLA).
  • Infrastructure and third-party services are billed at pass-through actuals (plus agreed admin fee).

Why this shift

  • Better support quality through clear service boundaries.
  • Lower delivery risk by removing implicit "free infra / unlimited support" assumptions.
  • Healthier operating margin so incident response and maintenance remain sustainable.

Your recommended tier

  • Proposed tier: [Foundation/Growth/Scale]
  • Monthly maintenance range: [IDR range]
  • Uptime target + response windows: attached in SLA clause draft.

Please review the attached tier matrix and clause draft. If approved by [date], we will issue the updated MSA/SLA addendum and billing setup for [month].

Best regards,
[Your Name]
[Role]

Objection handling bullets

  • "Why now?"
    Current model absorbs infra + support risk with no explicit limits; this creates unstable service quality over time.

  • "This increases cost."
    Cost is now transparent and tied to actual usage and support level; previously hidden costs were absorbed unpredictably.

  • "Can we keep free infra?"
    No for managed production workloads. Infra is pass-through so reliability and accountability stay explicit.

  • "We rarely need support."
    Foundation tier keeps a lower recurring cost while preserving baseline maintenance and response commitments.

  • "Can we defer migration?"
    Yes, but only until [date]; after that, legacy terms move to best-effort support without SLA.

Follow-up checklist

  • Send WA first, then email within same day.
  • Attach [[Areas/LumenDev/playbooks/lumencare-tier-matrix|tier matrix]] and [[Areas/LumenDev/playbooks/msa-sla-clause-template|MSA/SLA clause draft]].
  • Book a 30-minute alignment call before final sign-off.
  • Confirm effective date and first billing month in writing.

Related

  • [[Areas/LumenDev/playbooks/lumencare-tier-matrix|LumenCare tier matrix]]
  • [[Areas/LumenDev/playbooks/msa-sla-clause-template|MSA/SLA clause template]]