Quote = invoice.
The figure in the quote is the figure on the invoice. If the wall is more work than the photo suggested, we eat it. We have never charged above the quoted price across 7,341 tickets.
RUNTIME · 5 YRS · 7,341 TICKETS
Three operators.
One runbook.
Mount Solution started in 2021 because we couldn't find a contractor who returned a quote inside a working day. So we built one. The work isn't new — TVs have been mounted to walls for thirty years. The operations are.
"Three operators is on purpose. Three is enough to cover the calendar without going on-call burnout. Past three, we'd start sounding like a call centre."
ORIGIN · LOG
A founder
A founder
paged at
3:14 am.
The TV that started it was on the wrong wall for two weeks.
February 2021. Esi had moved house, ordered a wall mount through one of the big-box installer schedulers, and watched the quote loop for fourteen days. Three follow-ups, two reschedules, one no-show. After the second reschedule she put the TV in the kitchen so the kids could watch something while she cooked, and the TV stayed in the kitchen for two weeks.
Esi had spent the previous decade as a site reliability engineer at a payments company. She'd run incident response for outages affecting nine-figure transaction volume. She could not get a TV onto a wall. The asymmetry felt instructive.
She called her cousin Reza, a carpenter who'd been quietly running mounting jobs on the side of his joinery work, and proposed: what if you ran this like an ops desk? Tickets in, runbook out. Quote SLA. Arrival SLA. Variance commitments. Everything that an SRE org would consider table-stakes for a paging service.
The first ticket went up on a Trello board pinned to Reza's workshop fridge. By the end of 2021 it was a shared dashboard, three operators (Esi, Reza, Kelechi), and a documented runbook for each ticket class. The runbook is now on its 47th revision; this site shows v4.2 of the public-facing version.
STANDING · RULES
Four lines in
Four lines in
the runbook.
The rules we run by. We've lost jobs over each of them — which is how we know they're load-bearing and not marketing. If a rule turns out to be wrong, we change the runbook. We don't change the rule mid-ticket.
Stud, joist, masonry.
Never drywall alone. Where stud spacing won't take the screen, we span with a steel rail. Load path is documented per install — the runbook requires the operator to log it.
Acknowledge before drill.
Screen held in position, you sit, you check the line. Acknowledge in chat or out loud. No drill turns on until that ack is in. This rule has prevented 84 misalignments to date.
Site state preserved.
Cloths down before any drill. Dust hoovered. Packaging out with us — not your bin. Site is handed back in the state it was received, plus a screen on the wall.
OPERATORS · 3
The three people
The three people
behind the console.
One of these three will be at your door. Whoever's closer to the postcode runs the ticket. The runbook is the same regardless — and the dashboard rolls up whichever operator ran the install.
EO
O-001 · ON-CALL
Esi O.
CO-FOUNDER · OPS LEAD
Ex-SRE, 11 years in payments incident response. Built the runbook, owns the dashboard, takes the 3am pages. Specialises in the quote-and-classify intake side, and the awkward weight calculations on larger screens.
5 yron call
2,810tickets
4.9★avg
RH
O-002 · ACTIVE
Reza H.
CO-FOUNDER · FIELD LEAD
12 years as a finish carpenter before this. Specialises in fireplaces, masonry, plaster-on-lath, and any wall that turns out to be hiding something on site. Carries the steel spanning bar in the van permanently.
5 yron van
2,910tickets
4.9★avg
KN
O-003 · ACTIVE
Kelechi N.
OPERATOR · CABLE & ARM
Joined in 2022 from a low-voltage AV background. Owns in-wall cable runs, full-motion arm installs, and any ticket that mentions the word "soundbar". The calmest hand on tight corners and corner sofas.
4 yron van
1,620tickets
4.9★avg
TELEMETRY
Five-year
Five-year
operating trace.
The honest numbers from the dashboard. End-of-month roll-up. We don't round these — we'd see them later in the dashboard and feel weird about it.
TICKETS · CLOSED
7,341
Since the first one in March 2021. Living rooms, bedrooms, kitchens, two boardrooms, one Airbnb portfolio.
QUOTE p50
11MIN
During open hours. Worst-ever single response: 47 min (van had a flat, Esi was driving in the snow).
ARRIVAL p95
82MIN
Tracked from start of booked window. SLA is 90; we run 8 min ahead of that on a rolling 90-day average.
CALLBACK RATE
0.4%
Of closed tickets needed a warranty callback. We text first to see if a call can solve it before sending the van.
ROADMAP · Q3
No franchise.
No franchise.
No scale-out.
The deliberate decision is to stay at three operators. The asymmetry that built this company — being the only installer in the area treating tickets like infrastructure — only holds at this size. We could franchise. We could license the runbook. We're going to do neither. If anything changes, you'll hear it from Esi directly, in the ticket thread.
- INTAKE
- 61 tickets
- QUOTE p50
- 11 MIN
- CLOSED
- 19 tickets
- PAGED
- 0 · NOMINAL
- CALLBACK
- 0