Support
Support after the job
Every job here ends with a handover you own outright. Support is what happens after that: questions about what we delivered, changes inside the original scope, a re-measurement when your estate moves, and being the first call when something we wrote behaves oddly.
- The person who built it
- One business day
- Per occasion or standing
- Scoped before it is priced
Covered
What support actually is
Five things, in the order they come up after a job rather than in the order they sound impressive.
| What | Detail |
|---|---|
| Questions about what we delivered | How it works, why it was built that way, what a setting does, what would happen if you changed it. Asked months later by somebody who was not in the room when it was built. |
| Changes inside the original scope | A threshold moved, a column added, a view re-pointed, a decoder adjusted for a revised payload. The specification is the boundary, and anything past it is quoted as new work rather than argued about. |
| A re-measurement when your estate moves | A controller swapped, a Niagara version changed, a device readdressed, a vendor shipping a new jar. The scan, audit or measurement we did is run again against what you have now. |
| A hand on a deploy | Installing, signing or rolling back what we wrote, on your station or your host, with you driving and us watching the parts that bite. |
| The first call when something we wrote behaves oddly | Before the postmortem, before anybody is blamed, and whether or not it turns out to be ours. If it is a defect it is the correction window below, not support. |
Not the warranty
Two different things, in this order
The correction window is free, automatic and about defects in what we wrote: if what we delivered does not do what the specification said it would, we fix it at no charge inside thirty days of handover, and nobody has to buy support to get that. It is in the quote, it is on the handoff page, and it applies whether or not there is any support arrangement at all.
Support is paid and about everything that is not a defect: a change, a question, a re-measurement, a new requirement, a hand on a deploy. The work is real work and it is quoted like work.
Those two are kept apart on purpose. If they were one thing, the second would be an attempt to charge for the first - which is what a support contract is, most places, and it is the reason this page says the order out loud.
Limits
What we will not hold
There is no monitoring desk here, nobody watches your system overnight, and there is no uptime promise on this page. Claiming one would be a claim about staffing rather than about engineering, and the point of this page is to publish only what we actually hold.
We will look at anything - a station somebody else engineered, a module with no source, a site built by an agency that has gone - and say what we find. But a response time is something we hold only on work we wrote, because it is the only work whose insides we can promise anything about.
No insurance, no cover and no policy: that is a different answer to a different question and it is not ours to assert. What is ours is the correction window above and the response time below.
How it works
How it is bought, and who answers
Per occasion, or as a standing arrangement once there is enough of our work in your estate to be worth holding. Both are quoted in writing against what you want covered, the same way a build is - there is no number on this page because support is scoped before it is priced, and a number without a scope is the thing everyone regrets.
The reply comes from the person who did the work rather than from a queue, inside one business day - and if the answer itself is going to take longer than that, the reply says so and says when.
Your access stays yours throughout. Support is not a credential we keep - what you own when the job ends does not change because you asked us a question afterwards.
Next step
Something we built behaving oddly, or an estate that moved?
Say what we delivered and what has changed. You will get a written answer about whether it is a defect inside the correction window or work to be scoped, and no number before that question is settled.