# Ongoing Operations

## Ongoing Operations

**Outcome:** Client informed weekly, systems healthy, support handled, hours tracked **Trigger:** Weekly (Friday report) + As needed (support requests) **Duration:** \~90 min/week (monitoring + report + support)

### Quick Reference

| Activity             | Frequency              | Time           |
| -------------------- | ---------------------- | -------------- |
| Weekly Error Review  | Friday (before report) | 15-20 min      |
| Friday Weekly Report | Every Friday           | 30 min         |
| Support requests     | As received            | 15-60 min each |
| Hours tracking       | After every task       | 5 min          |

**Core Deliverable:** The Friday Weekly Report is the primary client touchpoint—it IS the health check output.

***

### Full Guide

#### Part 1: Weekly Error Review (Friday, before report)

**Step-by-Step Error Check (15-20 min)**

1. **Pull executions from n8n** (past 7 days)
   * [ ] Open n8n → Executions
   * [ ] Set date filter: last 7 days
   * [ ] Filter by: `status: error`
2. **Document each error found**
   * [ ] For each error, note:
     * Workflow name
     * Error message (exact text)
     * Timestamp
     * Client code
3. **Check for recurring errors**
   * [ ] Compare against `the-entourage-ai/context/learnings/ops/`
   * [ ] Ask: "Have we seen this error type before?"
   * [ ] If recurring → create/update learning file (see Error Learning Capture below)
4. **Resolve or escalate**
   * [ ] Fix if quick (<15 min)
   * [ ] Log to issues file if needs deeper work
   * [ ] Notify client if critical

**What to Monitor**

| Check             | How to Check                        | Expected            | Action if Wrong              |
| ----------------- | ----------------------------------- | ------------------- | ---------------------------- |
| Workflow active   | n8n UI → workflow toggle            | Toggle ON           | Investigate why disabled     |
| Weekly errors     | n8n executions list (status: error) | Zero or < 3         | Create learning if recurring |
| Error patterns    | Check `learnings/ops/` folder       | No new patterns     | Document if pattern emerging |
| Credential status | n8n credentials page                | Valid, not expiring | Renew 7 days before expiry   |

**Issue Severity**

| Severity | Definition                     | Action                         |
| -------- | ------------------------------ | ------------------------------ |
| Critical | System down, data loss risk    | Fix immediately, notify client |
| High     | Major feature broken           | Fix within 24hrs               |
| Medium   | Minor issue, workaround exists | Fix this week                  |
| Low      | Cosmetic, no impact            | Add to backlog                 |

**Critical issue?** → Stop everything, fix now, notify client immediately.

**Log Issues Found**

Save to: `clients/{CODE}/context/operations/issues-{DATE}.md`

```markdown
# Issues Log - {Client Code}
Date: {DATE}

| Workflow | Issue | Severity | Resolution |
|----------|-------|----------|------------|
| {Name} | {Description} | {Level} | {What we did} |

Time Spent: {X} min
```

***

#### Part 2: Error Learning Capture

**Purpose:** Break the cycle of recurring errors by documenting solutions we can reference.

**When to Create a Learning**

Create a learning file when:

* Same error type appears 2+ times (across any clients)
* Error took significant time to debug (>30 min)
* Solution isn't obvious from the error message
* External system change caused the error (likely to affect other clients)

**Learning File Location & Naming**

* **Location:** `the-entourage-ai/context/learnings/ops/`
* **Naming:** `{error-type}-{brief-desc}.md`
* **Examples:**
  * `oauth-token-expired-google.md`
  * `webhook-timeout-large-payload.md`
  * `rate-limit-openai-batch.md`

**Learning File Template**

```markdown
# {Error Type}: {Brief Description}

## Problem
{What broke and how it manifests - include actual error message}

## Root Cause
{Why it happened - 1-2 sentences}

## Solution
{How to fix it - step by step}

## Prevention
{How to avoid this in future - if applicable}

## Clients Affected
- {CLIENT-CODE} - {date}
```

***

#### Part 3: Friday Weekly Report (Client-facing)

**The Friday Weekly Report IS the health check deliverable.** This single email demonstrates value and keeps clients informed.

**Report Preparation Checklist**

**Friday Pattern Review (before writing report):**

* [ ] Scan `the-entourage-ai/context/learnings/ops/` for patterns
* [ ] Look for:
  * Same error type hitting multiple clients
  * Errors that keep recurring despite fixes
  * Opportunities for preventive measures
* [ ] If pattern found → note for internal action, not client report

**Standard prep:**

* [ ] Pull execution counts from n8n
* [ ] Calculate time saved this week
* [ ] Calculate money saved (labor + error reduction)
* [ ] Check hours used vs allocation
* [ ] Note any suggestions for improvement
* [ ] Compile system health status

**Friday Weekly Report Email**

**When to send:** Every Friday **Command:** `/create:email {CODE} --type friday-report`

```
Subject: Friday Report - {Client Name} - {Date}

Hi {Name},

Here's your weekly workflow snapshot:

THIS WEEK'S PERFORMANCE
• Executions: {X} runs
• Success rate: {Y}%
• System status: Healthy

TIME SAVED
• Hours this week: {X} hours
• Month to date: {Y} hours

VALUE DELIVERED
• Labor savings: ${X} (based on {Y} hours × ${rate}/hr)
• Error reduction: ${X} (estimated from {Y} errors prevented)
• Total value: ${X}

SUGGESTIONS
• {Optimization opportunity 1}
• {Optimization opportunity 2}

HOURS USED
• This month: {X} of {allocation} hrs ({Y}%)
• Status: [Green/Orange/Red]

Questions? Reply anytime.

—
{Your Name}
The Entourage AI
```

**ROI Calculation Method**

```
WEEKLY VALUE = Labor Savings + Error Reduction + Indirect Savings

Labor Savings:
  = (Manual time per task × Tasks completed) × Hourly rate
  Example: 15 min × 40 tasks × $50/hr = $500

Error Reduction:
  = Errors prevented × Average cost per error
  Example: 3 errors × $200/error = $600

Indirect Savings (optional):
  = Faster turnaround value + Customer satisfaction
  Example: 2 rush jobs saved × $100 = $200

TOTAL: $1,300/week
```

**Report Scenarios**

| This Week               | Adjustments                   |
| ----------------------- | ----------------------------- |
| Normal, no issues       | Standard report               |
| Issues found and fixed  | Add "ISSUES RESOLVED" section |
| Major incident occurred | Lead with incident summary    |
| Low activity week       | Note any seasonal patterns    |

***

#### Part 4: Support Request Handling

**Response Times**

| Priority | Acknowledgment | Resolution  |
| -------- | -------------- | ----------- |
| URGENT   | Same day       | 24-48 hours |
| Normal   | 24-48 hours    | Within week |
| Low      | 48 hours       | Scheduled   |

**Triage Flow**

```
1. Check inbox daily
        ↓
2. Read request → Identify client, issue, urgency
        ↓
3. Classify → BUG | FEATURE | QUESTION | NEW WORKFLOW
        ↓
4. Respond with appropriate template
        ↓
5. Log time and update client record
```

**Classification & Billing**

| Category           | Signals                | Billing                | Action                                                                                      |
| ------------------ | ---------------------- | ---------------------- | ------------------------------------------------------------------------------------------- |
| **BUG (ours)**     | Our code broke         | **Free**               | Fix immediately                                                                             |
| **BUG (external)** | Their system changed   | Billable               | Quote first                                                                                 |
| **FEATURE**        | "Can we add", "I want" | Allocation or billable | Scope and quote                                                                             |
| **QUESTION**       | "How do I", "Help"     | Usually **free**       | Answer promptly                                                                             |
| **NEW WORKFLOW**   | "Another automation"   | $8,995 + $995/mo       | [Expansion](https://internal-docs.theentourageai.com/ai-accelerator/expansion-consultation) |

**Response Templates**

**Bug Fix (Our Fault):**

```
Subject: RE: [Original Thread]

Hi {Name},

Thanks for flagging this. I've identified the issue and pushed a fix.

WHAT HAPPENED: {Brief explanation}
RESOLUTION: {What we did}
STATUS: Resolved

Let me know if you see any further issues.

Cheers,
{Your Name}
The Entourage AI
```

**Bug Fix (Not Our Fault):**

```
Subject: RE: [Original Thread]

Hi {Name},

I've investigated the issue and found the cause:

WHAT HAPPENED: {External change / client system issue}

Because this wasn't caused by our code, fixing it would use your allocation hours (or $250/hr if beyond allocation).

ESTIMATE: {X} hours = ${X × 250}

Want me to proceed? Reply to confirm and I'll get started.

Cheers,
{Your Name}
The Entourage AI
```

**Feature Request:**

```
Subject: RE: [Original Thread]

Hi {Name},

Great idea! Let me scope this for you:

REQUEST: {Summary of what they want}
ESTIMATE: {X} hours

OPTIONS:
1. Use allocation hours (you have {X} remaining this month)
2. Additional hours at $250/hr = ${total}

Let me know how you'd like to proceed!

Cheers,
{Your Name}
The Entourage AI
```

***

#### Part 5: Hours Tracking

**Log After Every Task**

| Field      | Value                                           |
| ---------- | ----------------------------------------------- |
| Client     | {CODE}                                          |
| Date       | {DATE}                                          |
| Task       | {Brief description}                             |
| Category   | Health Check / Bug Fix / Optimization / Support |
| Time Spent | {X} minutes                                     |
| Type       | Allocation / Billable / Free                    |

**Allocation Guide**

| Work Type           | Counts Against         |
| ------------------- | ---------------------- |
| Weekly error review | Allocation             |
| Friday report       | Allocation             |
| Bug fix (ours)      | **Free**               |
| Bug fix (external)  | Billable               |
| Optimization        | Allocation             |
| Enhancement         | Allocation             |
| Support response    | Allocation             |
| Feature request     | Allocation or Billable |

**Monthly Allocation**

* **6 hours per workflow per month**
* Example: 2 workflows = 12 hours/month allocation

**Threshold Actions**

| % Used  | Status | Action                       |
| ------- | ------ | ---------------------------- |
| < 75%   | Green  | Continue normally            |
| 75-90%  | Orange | Send proactive notification  |
| 90-100% | Red    | Plan carefully, alert client |
| 100%+   | Stop   | Get written approval         |

**Hours Warning (at 75%)**

**Command:** `/create:email {CODE} --type hours-warning`

```
Subject: Dev Hours Update - {Client Name}

Hi {Name},

Quick update on your AI Accelerator hours:

• Allocation: {X} hours (6 hrs × {Y} workflows)
• Used: {X} hours ({Z}%)
• Remaining: {X} hours

You're approaching your monthly limit. Options:
1. Prioritize remaining hours for highest-value items
2. Approve additional hours at $250/hr

Let me know how you'd like to proceed.

Cheers,
{Your Name}
The Entourage AI
```

***

### Pricing Reference

| Item               | Value                           |
| ------------------ | ------------------------------- |
| Monthly fee        | $995/workflow                   |
| Dev hours included | **6 hrs/workflow/month**        |
| Overage rate       | $250/hr (quoted first)          |
| New workflows      | $8,995 build + $995/month       |
| Support email      | <support@theentourageai.com>    |
| Response time      | 24-48 hours (URGENT = same day) |

***

### Verify

* [ ] Weekly error review completed (Friday)
* [ ] Recurring errors captured in `learnings/ops/`
* [ ] Friday pattern review done before report
* [ ] Friday Weekly Report sent
* [ ] ROI calculated and included (time + money + suggestions)
* [ ] Support requests handled within SLA
* [ ] Time logged after every task
* [ ] Hours monitored against allocation (6 hrs/workflow)

**Next:** [Expansion Consultation](https://internal-docs.theentourageai.com/ai-accelerator/expansion-consultation) (on-demand, when client interested)