Retainers break when the boundary is fuzzy.
Timelint is designed to keep boundaries legible:
- time logs stay tied to tickets
- notes are required (so logs stay meaningful)
- out-of-contract work can be made explicit
Log time with a note (and remaining hours)
The main rule: every time entry should explain itself.
On service desk tickets, log remaining hours at the same time — it removes ambiguity when clients ask “where are we at?”
Recommended policies
- publish a retainer policy (hours + rollover + scope)
- define what counts as out of contract
- use an out-of-contract email template to keep tone calm and clear