Question 1

Do I need to buy All-Access first?

Accepted Answer

No. All-Access is the continuity layer after setup, not the first answer for most buyers. Start with the package or Flex Hours that matches your situation. Every direct service package includes 30 days of All-Access.

Question 2

What's the difference between a package and TruAccel Flex Hours?

Accepted Answer

Packages are best when the outcome is clear — fixed scope, less budget uncertainty, fewer 'should we keep going?' decisions, and 30 days of All-Access included by default. Flex Hours are for advisors who want to make progress in phases and add more later as budget allows. Hours buy progress, not guaranteed completion.

Question 3

I'm brand new to Tern. Which package fits?

Accepted Answer

Start with Foundation Reset if your account is blank or the foundation is not ready enough to trust. If you already know you want one workflow family installed and live quickly, Launch Build may be the better fit.

Question 4

I already have workflows or templates. Which package fits?

Accepted Answer

Start with Workflow Rehab. It is built for cleanup, reconnect work, timing fixes, and getting an existing setup working again.

Question 5

I want a fuller working system, not just cleanup. Which package fits?

Accepted Answer

Start with Launch Build. It includes Foundation Reset plus one workflow family install and up to 5 workflows live.

Question 6

I'm moving from another CRM. Which package fits?

Accepted Answer

Start with Migration Support. Migration is consultation-led because the source system, data quality, and rebuild depth vary from one project to the next.

Question 7

How do I know how many hours I need?

Accepted Answer

We figure that out together on the free consultation. We'll look at the work you want done, recommend the right starting bucket (5, 10, or 15 hours), and outline what is realistic to complete in that time.

Question 8

What happens if I buy hours and need more later?

Accepted Answer

Buy another bucket. Hours roll for 30 days from purchase date, future-dated buckets use the scheduled start date, and all work counts in 15-minute increments — meetings, Looms, QA, messaging, and live build work.

Question 9

Do Flex Hours include All-Access?

Accepted Answer

Not by default. The 30-day All-Access included with every direct package is one of the reasons many advisors choose a package over hours. Flex Hours focus on focused work time only.

Question 10

Can I run multiple projects in one Flex Hours bucket?

Accepted Answer

One project lane to start. Multiple lanes are only available after a re-scope on a follow-up consult.

Question 11

Is the consultation required to buy Flex Hours?

Accepted Answer

Yes. The consultation is what keeps the hourly option disciplined and makes sure your bucket size matches the work you actually need done.

Question 12

Can you work with templates I already bought somewhere else?

Accepted Answer

Yes. Already bought templates from another provider or your host? We can adapt them in Tern. The work usually points to Workflow Rehab or Flex Hours depending on scope.

Question 13

What does 'install,' 'personalization,' and 'adaptation' mean?

Accepted Answer

Install = we load the templates into your Tern account. Personalization = we swap placeholders, links, policies, and tone so they fit your business. Adaptation = we restructure the templates so the logic actually works the way you sell.

Question 14

Can adaptation be paid through Flex Hours?

Accepted Answer

Yes. Adaptation can be priced as fixed add-ons or handled through Flex Hours depending on the broader engagement. We confirm the right path on the consult.

Question 15

Can I buy directly or do I need a call first?

Accepted Answer

Direct checkout lives on Pricing for Foundation Reset, Workflow Rehab, and Launch Build. Flex Hours and Migration Support require a free consultation first so we can scope the work properly.

Question 16

What happens after I buy?

Accepted Answer

You pay in full upfront, book your kickoff call, receive a welcome email with next steps, fill out the questionnaire, and then move into implementation and handoff. Every direct service package also includes 30 days of All-Access.

Question 17

Do you send a questionnaire before kickoff?

Accepted Answer

Yes. The welcome email includes a pre-kickoff questionnaire link once it is live.

Question 18

Do I pay upfront?

Accepted Answer

Yes. Service packages and Flex Hours buckets are paid in full upfront.

Question 19

What if I'm moving from TravelJoy or Travefy?

Accepted Answer

Migration Support is built for that move. It is consultation-led so we can scope based on your source system, data quality, and how much rebuild work is needed. The book a consult button on the Migration page is the right starting point.

Question 20

Why is Migration Support consultation-led?

Accepted Answer

Migration work varies too much to sell as one flat promise. The source system, cleanup needs, import quality, and rebuild depth all affect the scope.

Question 21

Do you recreate my old CRM exactly?

Accepted Answer

No. Migration Support is not a promise to recreate the old CRM exactly or move every historical item.

Question 22

What can Migration Support include?

Accepted Answer

Migration Support can include a migration review call, import plan, CSV cleanup map, contact import support, forms and emails brought over where practical, foundation install, one workflow-family rebuild, handoff, and 30 days of All-Access.

Question 23

Do you show pricing for migration?

Accepted Answer

Yes, but only as a range. Typical lite migrations land in the $650–$900 range and larger migrations start at $1,050+.

Question 24

What is All-Access?

Accepted Answer

All-Access is the continuity layer after setup. Updated shared assets inside Tern, release notes, guidance on what changed, future track access, and system continuity after the initial work is done.

Question 25

Will I lose access to the workflows you built for me if I cancel All-Access?

Accepted Answer

No. The workflows, forms, emails, and settings built in your Tern account stay in your account. All-Access is the shared updates and release-guidance layer — you keep what was built.

Question 26

Does every service package include All-Access?

Accepted Answer

Yes. Every direct service package includes 30 days of All-Access.

Question 27

What happens after the included 30 days?

Accepted Answer

Unless canceled, the included 30 days auto-convert to the standard $39/month All-Access subscription. Reminder emails are sent before renewal.

Question 28

Is there an annual All-Access option?

Accepted Answer

Yes. All-Access is available at $39/month or $390/year.

Question 29

Are service packages and Flex Hours refundable?

Accepted Answer

Service packages and Flex Hours are paid upfront and are not refundable once work begins.

Question 30

Do scope changes require a new quote?

Accepted Answer

Yes. If a project grows beyond the purchased scope, the additional work is quoted separately or moved into a larger package or another Flex Hours bucket.

Question 31

Do you publish turnaround times on the site?

Accepted Answer

No. Timing is handled after the call or purchase so expectations stay grounded in the actual scope.

Question 32

Do you book travel or manage client communication?

Accepted Answer

No. TruAccel is backend Tern configuration, cleanup, implementation, and operational support only.

Question 33

Are you official Tern support?

Accepted Answer

No. TruAccel is not official Tern support. Product issues should still go to Tern support.

Question 34

Do you work with agencies or host agencies?

Accepted Answer

Yes. Agency and host agency work is available as a consultation-led path. Reach out to learn more about team setup or standardization support.

Question 35

How do agency inquiries work?

Accepted Answer

The site invites agency or host agency prospects to book a consultation call. Scope, pricing, and rollout are discussed directly rather than published as a fixed public package.

Questions about packages, Flex Hours, migration, and All-Access.

Start Here

Flex Hours

Templates You Already Bought

Buying & Kickoff

Migration

All-Access (Continuity)

Policies & Boundaries

Agency

Still not sure which path fits?