Effective: February 1, 2026
How Support Credits Work
All HR Launcher Lab members receive 6 support credits per calendar year to use for personalized guidance and questions. Credits reset on January 1 and do not roll over to the following year.
Accessing Support
To use your support credits:
- Visit our Member Support Site and click “Submit Ticket”
- Or send an email to support@hrlauncherlab.com from your registered membership email address
- Include enough context for us to understand your question and business situation
We’ll let you know how many credits your question will use when we provide our response, so you’re never surprised.
What Support Credits Cover
1-Credit Questions (Quick Guidance)
One credit covers straightforward questions that need a direct answer or quick recommendation:
- “Which employee handbook policy should I prioritize first?”
- “Does my state require any specific leave policies beyond FMLA?”
- “Which HRIS vendor is best for a 25-person company in retail?”
- “What’s the right sequence to roll out performance reviews?”
- “Should I use the standard or simplified job description template?”
- “Do I need separate policies for remote vs. in-office employees?”
- “What’s the difference between exempt and non-exempt classifications for this role?”
- “How should I structure our PTO accrual for part-time employees?”
What you’ll get: A clear, actionable answer with relevant resource links or template recommendations. Typical response time: 1-2 business days.
2-Credit Questions (Detailed Review or Guidance)
Two credits cover questions requiring more in-depth analysis or review:
- Review of a customized template or policy (up to 2 pages) — basic compliance check only
- Multi-state compliance guidance for companies with locations in 3+ states
- Complex implementation questions requiring detailed step-by-step response
- Vendor comparison with your specific business requirements
- “I’ve customized this employee handbook policy—can you review it for compliance?”
- “We’re opening offices in CA, TX, and NY—what compliance differences do I need to handle?”
- “I’m rolling out performance reviews for the first time—what’s my step-by-step plan?”
What you’ll get: Detailed guidance or a focused compliance check with specific feedback. Typical response time: 2-3 business days.
What a 2-Credit Review Includes (And What It Doesn’t)
A 2-Credit Compliance Review Provides:
- Quick compliance check (15-20 minutes of review time)
- High-level feedback: “This looks good” or “Here are 3 things you need to change”
- Identification of major compliance issues or policy gaps
- Pointers to resources for making corrections yourself
- Example feedback: “Your PTO policy needs to address accrual calculations and specify carryover limits. See handbook section 4.2 for examples and sample language.”
A 2-Credit Review Does NOT Include:
- Line-by-line editing or detailed commentary
- Rewriting sections for you
- Multiple rounds of revision or back-and-forth
- Extensive feedback on style, tone, or document organization
- Custom additions tailored to your specific business needs
- Review of documents longer than 2 pages
Think of it this way: Credits give you expert eyes on your work to catch major problems. Paid services give you expert hands to fix or build it for you.
When to Use Paid “Done For You” Services Instead
If any of these apply, you’ll want to use one of our custom “Done For You” services rather than support credits:
- You want us to review 3+ pages of content
- You want detailed, line-by-line feedback with specific recommendations
- You want us to rewrite or improve sections, not just flag issues
- You want multiple rounds of revision included in the service
- You want a polished, professional final product ready to use
- You don’t want to do the editing work yourself
Example Scenarios:
2-Credit Review: “I customized the remote work policy from the template—does this look compliant?” → We review it, confirm it’s compliant or flag 2-3 issues, and you make the edits yourself.
Paid Service ($99-299): “I customized 5 policies from the template—can you review everything, provide detailed feedback, and help me polish them?” → We do a thorough review with specific recommendations, help you refine the language, and include one revision round.
Our paid custom services range from $99 for quick document reviews to $1,799 for comprehensive HR program builds. Members receive a 20% discount on all custom services.
No Credits Required (Unlimited Support)
You can ask these types of questions as often as needed without using credits:
- “Where do I find the FMLA tracking template?”
- “I can’t download the employee handbook template—can you help?”
- “How do I access the HRIS implementation toolkit?”
- “What’s included in my membership tier?”
- “How do I update my billing information?”
- Account login issues, password resets, access problems
- Questions about navigating the platform or finding resources
- Clarification on what’s included in membership vs. paid services
These are platform support questions, not HR guidance. We’re here to help you get the most out of your membership.
Credit Usage and Tracking
How Credits Are Deducted
- Credits are deducted when we provide a response, not when you submit a question
- If your question doesn’t require credits (platform support), we won’t deduct any
- If your question will use 2 credits, we’ll confirm with you when responding
- You can check your remaining credit balance anytime by submitting a ticket.
Credit Expiration
- Credits reset to 6 on January 1 each year
- Unused credits do not roll over to the following year. No refund is given for unused credits.
- If you cancel your membership, you have until December 31 of that calendar year to redeem your credits.
What Happens If You Run Out of Credits
If you’ve used all 6 credits for the year, you have three options:
- Wait until January 1 when credits reset
- Purchase additional support credits at $49 per credit (available in your account dashboard)
- Use our paid custom services for more comprehensive help
Credits Are for Guidance, Not Execution
Support credits are designed to help you make informed decisions and catch major issues in your work. They’re perfect for:
- Getting unstuck on a specific question
- Confirming you’re on the right track
- Quick compliance checks on work you’ve already done
- Choosing between options or approaches
If you need us to build, write, or execute something for you—rather than guide you through doing it yourself—that’s what our done-for-you services are for.
Response Times
- 1-Credit Questions: 1-2 business days
- 2-Credit Questions: 2-3 business days
- No-Credit Platform Support: Same business day for urgent access issues, 1 business day for general questions
We process support requests in the order received. During peak periods (January, open enrollment season), response times may be slightly longer.
Questions About Credits?
If you’re not sure whether your question requires credits or how many credits it will use:
- Ask us! Send your question to support@hrlauncherlab.com, specifically asking for an estimate without an answer, and we’ll let you know the credit cost before responding
- Check your credit balance anytime by filing a ticket; no credits are required for this.
- Review our paid services catalog at hrlauncherlab.com/services if you need more comprehensive help
Remember: We’re here to help you succeed. If you’re ever unsure about whether to use a credit or purchase a paid service, just ask—we’ll point you in the right direction at no cost.