Credit Packs & Retainers. Same senior expertise, two ways to reserve time. Both are transparent, predictable & scale with your needs; the difference is how you reserve time & the turnaround you can expect.
Predictable cost & flexible top-ups · Clear governance & time tracking · Priority handling for ongoing clients · Melbourne-competitive rates from $176/hr
Best if your needs are occasional or seasonal.
Support packs
| Pack | Hours | Price (ex-GST) | Effective rate | Expiry |
|---|---|---|---|---|
| Support (3) | 3 | $540 | $180/hr | 60 days |
| Support (5) | 5 | $875 | $175/hr | 60 days |
| Support (10) | 10 | $1,700 | $170/hr | 90 days |
| Support (20) | 20 | $3,300 | $165/hr | 90 days |
Development packs
| Pack | Hours | Price (ex-GST) | Effective rate | Expiry |
|---|---|---|---|---|
| Development (5) | 5 | $1,150 | $230/hr | 60 days |
| Development (10) | 10 | $2,250 | $225/hr | 60 days |
| Development (20) | 20 | $4,300 | $215/hr | 60 days |
Once-off payment; use any time before the expiry window.
Work is queued under Standard Support (no 1-business-day guarantee).
After-hours or urgent (<24h) available on request, +50% uplift when approved.
Non-refundable; transferable within your organisation.
Both options give you the same senior White Oryx expertise. The difference is in how you reserve time & the turnaround you can expect.
| Credit Pack | Retainer | |
|---|---|---|
| Purpose | Casual or burst work as needed | Ongoing partnership & steady improvements |
| Payment | One-off, up-front | Monthly, in advance |
| Access | Queued on availability | Reserved capacity each month |
| Turnaround | Standard Support timelines | Smoother scheduling; faster SLAs on pre-agreed expedite |
| Rollover | No (expires at 60–90 days) | Yes, 1 month |
| Best for | Occasional fixes, small updates | Regular support & features, roadmap velocity |
| Effective rate | Support $165–$180/hr · Dev $215–$230/hr | $125–$200/hr (lower with higher hours) |
Plain English: packs buy flexibility. Retainers buy predictability & priority. If your usage is steady (≈15–20h/month or more), a retainer is the better deal.
Retainers reserve time each month so you always have capacity on tap. This keeps momentum, reduces context switching & makes scheduling smoother. Faster SLAs can be enabled for important systems by agreement.
| Plan | Hours/month | Monthly fee | Effective rate | Included SLA mode |
|---|---|---|---|---|
| Micro | 8 | $1,600 | $200/hr | Standard (P2 ≤ 2 BD, P3 ≤ 3 BD) |
| Essentials | 12 | $2,040 | $170/hr | Standard (P2 ≤ 2 BD, P3 ≤ 3 BD) |
| Starter | 20 | $3,200 | $160/hr | Priority (P2 ≤ 1 BD, P3 ≤ 2 BD) |
| Flex | 30 | $4,500 | $150/hr | Priority (P2 ≤ 1 BD, P3 ≤ 2 BD) |
| Core | 40 | $5,800 | $145/hr | Priority + 1-month rollover |
| Pro | 60 | $8,100 | $135/hr | Priority + Rollover + Proactive audit |
What retainers include (packs don't)
Time held for you each month. No scramble for availability.
Predictable scheduling & faster movement through the queue.
Unused time carries into the next month.
Work billed in 15-minute increments.
Monthly ops report & backlog grooming. Pro adds a proactive audit & an after-hours option.
The SLA defines how we respond & schedule work. No 1-business-day promise applies by default; that level of responsiveness is only active for designated Important / Time-Critical systems with an Expedite uplift.
| Priority | Examples | Standard support (default) | Reserved / expedited (pre-agreed + uplift) |
|---|---|---|---|
| P1 · Critical | Outage, security, payments blocked, data loss | Ack ≤ 2 BD · Scheduled next safe window | Response ≤ 1 BD · Mitigation same day* |
| P2 · High | Major function broken, no workaround | Ack ≤ 2 BD · Scheduled 5–10 BD | Response ≤ 1 BD · Target 2–3 BD |
| P3 · Normal | Bugs with a workaround, small enhancements | Ack ≤ 2 BD · Next sprint / backlog | Response ≤ 2 BD · Target current or next sprint |
| P4 · Low | Minor tweaks, UX & content polish | Ack ≤ 3 BD · Batched window | Response ≤ 2–3 BD · Batched window |
Mon–Fri 9–5 AET (Melbourne); VIC public holidays excluded.
While awaiting information, credentials or third-party fixes.
Best-effort only; +50% surcharge if accepted.
Included
Excluded
All work tracked in a shared ticketing system with live time logs.
Weekly summaries & burn reports.
Alerts at 80% (packs) & 90% (retainers).
Work pauses when balance is exhausted & resumes on top-up.
| Scenario | Workload | Best fit | Total (ex-GST) | Why this makes sense |
|---|---|---|---|---|
| Light fix month | 6h Support | Support (5) + 1h ad-hoc | $875 + $175 = $1,050 | Occasional tweaks. A small pack is cheaper than a retainer. |
| Steady month | 18h mixed support | Starter Retainer (20h) | $3,200 | Similar cost to multiple packs, but you get reserved capacity + rollover for momentum. |
| Roadmap sprint | 35h (20h Support + 15h Dev) | Flex Retainer (30h) + 5h overage | $4,500 + (5 × $150) = $5,250 | Packs would cost ≈ $6,700 (Support 20 + Dev 15). Retainer wins on rate & scheduling. |
| Business-critical period | 60h (mix) + faster response | Pro Retainer (60h) | $8,100 | Lower effective rate than packs & access to priority handling + proactive checks. |
Rule of thumb: under ~10h/month, a small pack is great. Around 15–20h/month or an ongoing roadmap, a retainer is simpler, cheaper per hour & easier to plan around.
Pick a Credit Pack, a Monthly Retainer, or a Hybrid (both).
We'll send a tax invoice & activate your client workspace in our ticketing portal.
Work begins once payment is confirmed, with a standing update rhythm & clear priorities.
Not sure which fits? Tell us your typical month & we'll recommend the cheapest sensible option.
