Support is taking pressure off managers
LOs are using chat, tickets, office hours, and live guidance—giving internal leaders room to focus on recruiting, production, and higher-value initiatives.
A clearer operating model for Lumin’s next stage of growth.
Lumin has the internal talent to build. Empower adds the field-support layer, production stewardship, mortgage-specific operating expertise, and delivery capacity that keep the system moving while Lumin’s team stays focused on the product.
69active producers supported today, with a model designed to scale as the roster grows.
What we heard
The next phase is about making the system easier to run, easier to measure, and easier to grow.
The initial rollout proved that direct support is valuable to LOs and managers. The next agreement should preserve that value, hand day-to-day system ownership to Lumin, and give the team a dependable path for snapshot releases, biweekly onboarding, and ongoing HighLevel improvements.
Onboarding needs a true “lights-on” finish
Account setup, calendars, compliance, AI readiness, portal access, and final validation need one repeatable handoff—not a collection of disconnected tasks.
AI is becoming a product, not an experiment
Purchase journeys, bot behavior, split tests, appointment outcomes, and conversion need structured iteration and measurable operating feedback.
Two capable technical teams need clean lanes
Lumin’s developer can own internal product priorities while Empower handles field enablement, production continuity, mortgage CRM strategy, and agreed delivery work.
Three ways to engage
Choose the support and delivery capacity Lumin needs each month.
All prices below are illustrated at 69 active supported LOs. The active-user portion remains transparent: $2,500 covers the first 20 active LOs, then each additional active LO is $50 per month.
Option 1
Lumin Foundation
$4,950 / month
Illustrated at 69 active LOs
A direct support and enablement layer for Lumin’s producers and managers.
- Broker Toolkit for supported LOs
- Chat, email, tickets, and Office Hours
- How-to guidance and troubleshooting
- Quarterly operating advisory
Option 2Recommended
Lumin Enablement
$7,350 / month
Fixed recurring · illustrated at 69 active LOs
Direct support, an actively maintained LO snapshot, and two concurrent lanes for continuous native HighLevel fulfillment—with onboarding billed by cohort as delivered.
- Everything in Foundation
- Snapshot Management — $500 monthly
- Two Request Board lanes — $1,900 monthly
- Scale back to one lane and save $700 monthly
- Monthly operating advisory + quarterly roadmap
Option 3
Lumin Operating Partner
$10,350 / month
Option 2 + $3,000 Development Bank
The recommended two-lane model plus reserved capacity for cross-system work and a higher operating-advisory cadence.
- Everything in Lumin Enablement
- 12 blended development hours monthly — $3,000
- Two advisory sessions monthly + quarterly roadmap
First 20 active supported LOs
$2,500 / month
Each active LO above 20
+$50 / month
Illustrative support base at 69
$4,950 / month
Support at 69 active LOs
$4,950 / month
Snapshot Management
+$500 / month
First Request Board lane
+$1,200 / month
Scale-back option · one lane
$6,650 / month
Second concurrent lane
+$700 / month
Recommended · two lanes
$7,350 / month
Clear commercial boundaries
One intake path. Four different kinds of work.
Every issue or idea starts in the same place. Empower classifies it quickly so Lumin knows whether it is covered, queued, estimated, or owned elsewhere.
Support
Questions, access help, education, and troubleshooting that help someone use the current system.
Warranty
Accepted Empower-delivered functionality—including the existing Arive sync—does not perform materially as delivered.
Request Board
A new or changed outcome that can be completed entirely with native HighLevel functionality.
Development / Project
New or changed work involving the lead portal, Arive, Supabase, APIs, data products, custom code, or another outside system.
Accepted baseline + ownership
Lumin operates the platform. Empower stands behind what it delivered.
The accepted baseline records the production functionality in place at handoff. It does not turn Lumin’s portal, Arive integration, or internal infrastructure into a paid managed service. Warranty correction remains included when accepted Empower-delivered functionality fails because of an original defect.
| Accepted baseline item | After handoff | Warranty and change path |
|---|---|---|
| Existing Arive-to-HighLevel sync Approved triggers, mappings, loan and milestone updates, routing, retry, recovery, and audit behavior. | Lumin owns day-to-day operation, access, credentials, and vendor coordination. | Existing behavior is expressly under warranty. New fields, 1003 changes, mappings, sync behavior, or third-party remediation are separately scoped. |
| Lead portal and supporting custom services The production portal, data services, directory mirrors, and administrative experience delivered at handoff. | Lumin owns administration, hosting decisions, credentials, and continued internal development. | Original Empower defects remain warranty work. Enhancements, redesigns, migrations, and Lumin-authored changes use the Development Bank or a project scope. |
| Approved HighLevel and AI configuration Existing workflows, routing, campaigns, calendars, reminders, and accepted AI behavior. | Lumin owns business decisions and account administration; Empower provides support to covered users. | Original defects are warranty work. New or changed native HighLevel outcomes use the Request Board. |
| Canonical Lumin LO Snapshot The approved template used for standardized LO accounts and future onboarding cohorts. | Empower maintains the master under the selected $500 monthly Snapshot Management module. | Standard template upkeep and rollout are included. New functionality and account-specific remediation use the Request Board. |
| Infrastructure and third-party services Supabase, Trigger.dev, Cloudflare, Arive, HighLevel, and other Lumin-owned services or usage. | Lumin owns the services, vendor charges, access, capacity, and platform decisions. | Empower will classify the issue. Vendor changes, outages, redesign, migration, or remediation are not warranty unless caused by an original Empower defect. |
Snapshot Management · $500 monthly
One approved template, carried forward with control.
Snapshot Management is the only recurring production-care module in Option 2. It keeps the canonical LO setup current without converting every new idea or unique account condition into unlimited managed work.
Standard rollout is included. Creation of new HighLevel functionality and material account-specific remediation use the Request Board.
- 01Maintain the canonical LO SnapshotKeep the approved template current for standardized Lumin accounts and future onboarding cohorts.
- 02Version and document approved releasesRecord material changes, the approved release state, and the accounts or cohorts the release is intended to serve.
- 03Distribute standard snapshot updatesExecute approved HighLevel snapshot rollouts and perform a reasonable post-release validation sample.
- 04Identify rollout exceptionsFlag platform limitations, customized account conditions, and remediation that should move through the Request Board or a separate scope.
How the Request Board works
Unlimited requests in sequence. One active build per lane.
Lumin can maintain a continuously prioritized queue of ready HighLevel work. Empower completes the highest ready item, then moves directly to the next. One lane means one request actively in fulfillment; each additional $700 monthly lane allows another request to move at the same time.
Build the queue
Submit and prioritize as many eligible HighLevel requests as Lumin needs.
Make the next item ready
Empower confirms the outcome, inputs, acceptance criteria, and correct delivery path.
Fulfill continuously
One request is active per lane. When it finishes, the next ready request begins.
Add speed when needed
Add a lane for $700 per month when another native HighLevel priority must move concurrently.
Strong Request Board examples
Native HighLevel improvements
- A new native HighLevel purchase Conversation AI or Voice AI agent
- Manager mobile notifications for team conversations
- Two-hour and 15-minute LO appointment reminders
- Same-day and next-day calendar rules
- Purchase pipeline, workflow, form, and campaign changes
- Native campaign A/B tests and follow-up variations
- Approved snapshot changes built in the Playground before rollout
Development Bank or project
Work that crosses systems
- Custom AI orchestration or agents requiring external services, APIs, or code
- Cross-account bot, lead, appointment, and conversion reporting
- New manager or administrator experiences in the lead portal
- Arive 1003, field mapping, or synchronization changes
- Historical migration, reconciliation, or data-quality initiatives
- Anything requiring Supabase, APIs, custom code, or another application
Biweekly onboarding delivery
Every two weeks, move the next cohort from roster to ready.
Empower will run a scheduled group onboarding cohort every two weeks. Delivery follows the standard Lumin checklist, includes additional readiness checks that Empower reasonably determines are appropriate for the approved configuration, and ends with a documented completion review.
| Cohort size | Price per cohort | Included live sessions |
|---|---|---|
| 2–4 LOs | $500 | One shared session |
| 5–10 LOs · planning assumption | $1,000 | Two shared sessions |
| 11–19 LOs | $1,500 | Two shared sessions |
| 20–49 LOs | $3,000 | Four sessions across two tracks |
Each cohort includes subaccount and user creation, the approved snapshot, A2P and email-domain setup, calendar and core account connections, AI readiness, portal access, standard routing and workflow checks, reasonable custom checks, and final exception reporting. Lumin supplies the final roster and required internal approvals before work begins.
Expected cadence
One cohort every two weeksAt 5–10 LOs per cohort, a typical two-cohort month adds approximately $2,000. Cohorts are billed as delivered rather than embedded in the fixed monthly commitment.
Lumin’s role
Roster + company handoffLumin owns recruiting, employment, licensing, compensation, Arive training, and company-wide onboarding outside the agreed CRM handoff.
Empower’s finish line
CRM readiness reviewEmpower completes the standard checklist, applies reasonable configuration-specific checks, and documents any exceptions before closing the cohort.
Option 3 · Development Bank
Reserved delivery capacity with one simple client-facing rate.
The $3,000 monthly bank reserves 12 blended hours for approved work outside the Request Board. Each estimate shows the outcome, standard fixed value, discounted bank allocation, and dollar savings—without asking Lumin to track junior and senior time separately.
Standard · as needed
$325 / blended hour
Twelve blended hours carry a standard fixed value of $3,900.
→
Prepaid Development Bank
$250 / blended hour
$3,000 reserves 12 blended hours with one client-facing allocation method.
$900 savings · approximately 23%| Estimate and approval | Rollover | Larger work | Cancellation |
|---|---|---|---|
| Empower provides a written fixed estimate before work begins and will not exceed the approved allocation without approval. | Unused balance remains available throughout the six-month initial agreement term. | Work expected to exceed $1,500 receives an individual scope and approval; approved scoped work may draw from the bank. | Cancellation before work begins has no charge. After work begins, only actual time worked is deducted. |
Service-level expectations
When something needs attention, everyone knows what happens next.
These are response and communication targets during regular business hours—not resolution guarantees. Timing depends on diagnosis, access, approvals, vendor dependencies, and the correct delivery path.
| Priority | When to use it | Initial response | Communication commitment |
|---|---|---|---|
| Critical (P1) | A covered production service is unavailable; there is material data or security risk; or company-wide lead flow has stopped without a practical workaround. | Within 2 business hours | Every 4 business hours until stable or a recovery plan is agreed. |
| High (P2) | Significant degradation or multiple-user impact with a reasonable business workaround. | Within 1 business day | At meaningful status changes and at least daily while actively worked. |
| Standard (P3) | An individual issue, access question, how-to request, or noncritical defect. | Within 2 business days | At classification, when a dependency arises, and at completion. |
| New request | A desired change or new outcome—not an incident. | Classified within 2 business days | Routed to support, warranty, Snapshot Management, Request Board, Development Bank, or separate project. |
Service availability
Core hours + Friday chatCore service hours are Monday–Thursday, 8:00 a.m.–4:00 p.m. Mountain Time. Chat support remains available on Fridays.
Support intake
One front doorEmpower’s client portal, the designated support email, or the chat widget in Lumin’s HighLevel environment.
Clock pauses
Waiting statesTargets pause while Empower is waiting for access, information, approval, Lumin review, or third-party action.
Advisory and governance
Operating guidance increases with the depth of the relationship.
Advisory sessions are working meetings for prioritization, adoption, performance, roadmap decisions, and coordination between Lumin’s internal team and Empower.
$2,500–$5,999 / month
QuarterlyOne 60-minute operating advisory session each quarter.
$6,000–$9,999 / month
MonthlyOne 60-minute operating advisory session each month, with a quarterly roadmap review.
$10,000+ / month
Twice monthlyTwo 60-minute operating advisory sessions each month, plus a quarterly roadmap review.
| Initial term | Billing | Pass-through costs | Major projects |
|---|---|---|---|
| Six months, consistent with the ongoing-services commitment in the original Lumin project SOW; renewal terms are set in the definitive agreement. | Monthly recurring fees follow the active supported-user count. New-user activation months are prorated. | Lumin remains responsible for its Supabase, Railway, Trigger.dev, Cloudflare, HighLevel, messaging, email, telephony, and other third-party usage or subscription costs. | New custom applications, external AI agents, integrations, migrations, data products, or materially new phases receive a separate written scope or SOW. Native HighLevel AI agent configuration may use the Request Board. |
Review selection
Choose the partnership level that fits Lumin’s next phase.
This interactive selection is for proposal review. The definitive service agreement will record the selected option, current active-LO count, named production baseline, onboarding choice, account administrators, and effective date.
Current selection
Lumin Enablement
Direct producer support, $500 monthly Snapshot Management, two concurrent HighLevel Request Board lanes, monthly advisory, and quarterly roadmap review. Reduce to one lane at any agreed billing boundary to save $700 per month. Biweekly onboarding cohorts are billed as delivered.
$7,350 / month
Pricing shown in USD and illustrated at 69 active supported LOs. The final recurring amount follows the active-user formula and confirmed roster. Biweekly onboarding cohorts, pass-through expenses, third-party usage, Development Bank work, and separately approved projects are billed in addition unless expressly included.
At the 5–10 LO planning assumption, each onboarding cohort is $1,000 and includes two shared sessions; a typical two-cohort month is approximately $2,000. Commercial proposal prepared July 2026. Final scope, service levels, effective dates, renewal, termination, warranty, and legal terms are governed by the executed service agreement and its accepted production-baseline schedule.