Warranty & Post-Warranty Support

Parent: Pricing & Engagement

How we handle bugs after go-live — and what the long-tail looks like.

The 30-day warranty

Starts the day they go live.

Included at no charge during warranty:

• New vendor email format we haven't seen
• API hiccup from a source system
• Edge case the test data missed
• Bluebeam template tweak that breaks invoicing
• Any bug attributable to our build

Not included (would be a separate quote):

• New scope (a new workflow, a new source system, a new output)
• Major scope changes (e.g. switching from Sage to Foundation)
• Changes to their internal processes that require automation reconfiguration

After day 30

No retainer. No monthly minimum. No SaaS subscription.

Why we don't push annual maintenance retainers

Lock-in retainers undermine the "you own everything" pitch. We'd rather have customers come back hungry for the next workflow than feel trapped paying us monthly for a system that runs fine.

In practice: most customers go entire years between calls, and when they do come back it's usually to add a new workflow, not fix the first one.

How to position warranty + support to the prospect

"30 days of free bug fixes after go-live — anything that breaks because of us, we fix at no charge. After that, you only pay when you want something — $225 an hour, no retainer, no monthly fee. You own the system. Most of our customers go a year or more without needing us, and when they do come back, it's to add the next workflow."

What to do if they want a stronger SLA

Some larger prospects will push for things like 99.9% uptime guarantees. We don't offer those because:

• We don't control the underlying infrastructure (their Azure / Microsoft 365)
• The system runs in their tenant, not ours

What we DO offer: monitoring and alerting baked into the build. If something breaks at 2am, our monitoring catches it and they get a Teams notification. They know before their team notices.

That's usually enough.

Last updated: 2026-05-24