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Warranty & Support
30-day warranty + /hr on-demand after — no retainers
Version 1 · June 29, 2026
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# 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 | Engagement | Rate / cost | |---|---| | On-demand bug fix or small enhancement | **$225/hr**, no minimum | | New workflow | **$25K base** (Foundation already paid, so no $22K re-charge) | | Major scope change on existing workflow | Custom quote | **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_
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