Reply #3 by backlinktalk
Editorial follow-up: define ongoing support before offering a retainer
Specify what the monthly charge covers: usage monitoring, a limited number of fixes, a review meeting or a stated response window. Distinguish maintenance of the agreed workflow from adding a new integration or redesigning the process.
Give the customer a short handover document showing ownership, access removal, recurring costs and how to return to the manual process. A retainer should pay for a continuing service the customer can identify. It should not depend on hiding how the automation works or making the customer unable to leave.