Tier-based commitments
| Tier | Range | Uptime | Response | Support hours | Post-launch |
|---|---|---|---|---|---|
| Systems tier | $2K – $15K | 99.5% | 24 hrs | Business hours · Mon–Fri | 30 days post-launch |
| Platform tier | $15K – $40K | 99.9% | 4 hrs | Extended · Mon–Sat | 60 days post-launch |
| Enterprise AI | $40K+ | 99.95% | 1 hr | 24/7 named contact | 12 months post-launch |
Uptime measures production availability of systems under active coverage, excluding planned maintenance and third-party vendor outages outside our control.
Response time classifications
P0 — Critical. Production system down, revenue-blocking, or security event. Response commits in the table above.
P1 — High. Major feature broken, workaround exists. 1 business day.
P2 — Normal. Minor bug, enhancement, or question. 2 business days.
P3 — Low. Cosmetic or documentation. Next engagement cycle.
What's covered
Post-launch coverage includes: bug fixes on shipped scope, tuning of AI system performance (prompt, retrieval, eval), minor enhancements (up to 2 hours per week within coverage period), incident response, and monitoring of production telemetry.
New features, scope additions, or integrations beyond the original SoW are handled via Change Order and quoted separately.
What's not covered
Third-party vendor outages (OpenAI, Anthropic, Vercel, Supabase, Telnyx, Stripe) that are outside our control. Client-side configuration changes made without notification. Acts of god, DDoS, and force majeure events.
Uptime credits
If we miss the stated uptime for a covered system in a given month, clients on Platform and Enterprise AI tiers are eligible for a credit equal to 10% of that month's retainer (if applicable) or 5% of the original engagement fee per full percentage point below target. Credits issued on request within 30 days of the incident.
Ongoing coverage
After the post-launch coverage period, systems continue to run on their own infrastructure. Clients may elect a monthly retainer for ongoing tuning and coverage. Retainer pricing is tier-based and published at /pricing.