Owners comparing Standard and Complex often fixate on agent count. The quieter difference on Complex is the Priority support channel. That channel is real — and it is easy to confuse with hypercare or the fee/work pause. This post keeps the clocks separate so the SOW you sign matches the expectation you have.
What Complex’s Priority support channel is
- Complex is for 2–3 related AI agents / ~3 FTE roles, 45 days to full deployment.
- Priority support channel is the named delivery/ops lane for that related set of workflows — faster routing inside the engagement, not a public SLA brand.
- It sits with quarterly optimization sessions as part of Complex’s retainer shape.
See live positioning on pricing and llms.txt.
What it is not
- Not the 90-day fee/work pause. The pause only triggers when an agreed SOW metric is unmet after go-live; Leverwork then pauses the fees and work listed in that SOW until the metric is met or the SOW end condition applies. Not a warranty of savings, revenue, or business results.
- Not post-launch hypercare / “90-day support.” That window is included delivery and optimization after go-live — a different clock from the pause.
- Not retainer on-call (24–48h). On-call is ongoing ops response, not an uptime SLA and not the pause.
Do not blend these clocks in sales copy or buyer FAQs. Related reads: Standard deploy support and hypercare, what the fee/work pause means, and Standard vs Complex for owner shops.
When Priority support is the reason to choose Complex
- Related workflows that share systems, exception queues, or stakeholders (e.g. AP + reconciliation on the same finance stack).
- Owner wants one priority lane across 2–3 agents rather than treating them as isolated Standard seats.
- Still starts with a 20-minute assessment; door remains 20–80 person owner-operated shops.
- If you only need 1–2 agents and a clean Standard path, Priority support alone is not a reason to upsell Complex.
How to ask for it on the assessment
- Bring the related workflows and the shared systems.
- Ask which metric would sit in the SOW for the fee/work pause (separate from support channel).
- Confirm ownership language: you own your data, accounts, and tools; client-specific customizations transfer only if assigned in a signed SOW schedule.
CTA: Book a 20-minute assessment.
Keep the clocks named
Priority support is a Complex delivery lane. Hypercare is a post-go-live optimization window. The fee/work pause is an SOW metric clock. Keep them named correctly and the engagement stays boring in the right way.