Custom Software & AI Maintenance Policy
Published on
May05, 2025
Published by
Autor Technologies Inc.
Company: Autor Technologies Inc.
Effective Date: 05/05/2025
Currency: CAD
Taxes: All prices exclude applicable taxes
1. Purpose of This Policy
This policy defines the scope, pricing, limitations, and terms under which Autor Technologies Inc. (“Autor”) provides maintenance and support services for custom software and AI solutions after final delivery and acceptance.
Maintenance is intended to ensure system stability and continuity, not ongoing development or feature expansion.
2. Relationship to Development Agreement
All software is delivered under a separate Software Development Agreement.
A four (4) week post-delivery warranty applies as defined in the development agreement.
This Maintenance Policy applies only after:
Final delivery
Acceptance testing
Expiry of the post-delivery warranty
Maintenance does not replace or extend the development warranty.
3. Maintenance Plans & Pricing
Autor offers two maintenance tiers depending on the level of ongoing support required.
3.1 Essential Maintenance
CAD $399 / month
Designed for basic system stability.
3.2 Priority Maintenance
Starting at CAD $1,999 / month
Designed for active, production-grade, AI-driven systems requiring regular attention.
4. Maintenance Coverage
4.1 Essential Maintenance Coverage
(CAD $399)
Included:
Up to 4 hours per month
Email or ticket-based support
Critical bug fixes caused by Autor’s code
Issues that prevent the system from functioning as originally accepted
Dependency upgrades
-/ Basic assistance applying approved fixes to production
Explicitly Excluded:
Enhancements or improvements
UI/UX changes
AI tuning or optimization
Performance improvements
Priority or SLA-based support
4.2 Priority Maintenance Coverage
(CAD $1,999)
Includes all Essential coverage, plus:
Included:
Up to 20 hours per month
Non-blocking bug fixes
Minor UI adjustments (non-structural)
AI prompt tuning and behavior refinement (existing flows only)
Priority support and faster response
Excluded:
New features or modules
AI model changes, retraining, or provider switches
Architecture redesign
Infrastructure scaling or migration
Third-party service costs
5. Definition of a Bug
A “bug” is defined as:
A defect caused by Autor-written code
Resulting in behavior that deviates from the final accepted specifications
Not requiring new functionality or logic changes
The following are not bugs:
Feature gaps identified post-acceptance
Usability or design improvements
Performance tuning
Changes due to third-party services or platform updates
6. AI Maintenance Scope (If Applicable)
AI maintenance is limited to keeping existing AI behavior operational.
Included (Priority Plan only):
Fixing broken AI responses caused by system errors
Minor prompt refinements within existing flows
Excluded:
Accuracy optimization
New AI agents or workflows
Retraining or fine-tuning models
Data pipeline or RAG changes
7. Deployment & Infrastructure
Included:
Assistance with applying approved fixes
Basic troubleshooting using logs
Excluded:
CI/CD redesign
Environment restructuring
Scalability or performance optimization
High-availability or redundancy setups
8. Support & Communication
Support is provided via email or ticketing system only
No guaranteed response times under Essential Maintenance
Priority Maintenance receives faster, prioritized handling
No phone, weekend, or emergency support unless contracted separately
9. Monthly Effort Limits
Essential Maintenance: 4 hours / month
Priority Maintenance: 20 hours / month
Hours do not roll over
Excess work is billed separately
10. Additional Work & Billing
Any work outside the selected maintenance tier is billed at:
CAD $75 / hour (excluding tax)
Work begins only after written approval
Estimates are provided in advance
Billing is based on actual effort
11. Client Responsibilities
The Client is responsible for:
Providing timely access and credentials
Maintaining third-party subscriptions
Avoiding unauthorized system changes
Issues caused by client-side changes are not covered under maintenance.
12. Payment Terms
Maintenance is billed monthly in advance
Payment is due at the start of each billing cycle
Non-payment may result in suspension of services
13. Termination
Either party may terminate with 30 days written notice
No refunds for partial months
Outstanding balances remain payable upon termination
14. Policy Updates
Autor Technologies reserves the right to update this policy.
Clients will be notified in advance of material changes.
15. Acceptance
By subscribing to a maintenance plan, the Client acknowledges and agrees to the terms of this policy.
Maintenance ensures stability. Development drives growth.
