Maintenance & Support
Keep your product stable, secure, and evolving, without surprise costs.
Our maintenance plans ensure your system stays stable, secure, and production-ready, while giving you predictable costs and fast support when it matters.
This is not just bug fixing! it’s ongoing product care.
Company: Autor Technologies Inc.
Effective Date: 05/05/2025
Currency: CAD
Taxes: All prices exclude applicable taxes
1. What Our Maintenance Covers
Maintenance applies to existing functionality delivered and accepted by the client.
Stability & Bug Fixes
Resolution of regressions in previously accepted features
Corrections for logic, validation, or error-handling issues
Minor UI issues caused by existing layouts and styles
Fixes for defects caused by existing code developed by Autor
Security & Dependency Maintenance
Dependency updates for security and compatibility
Patching known vulnerabilities
Minor environment configuration support
Deployment & Environment Support
Assistance with patch releases and minor deployments
Support across dev, staging, and production environments
Log analysis and troubleshooting
Rollback assistance for failed minor updates
AI & Automation Maintenance (If Applicable)
Minor prompt refinements for existing AI workflows
Monitoring and correction of unintended AI responses
Token usage guidance and optimization
Small logic corrections in existing AI flows
Note: New AI agents, new data pipelines, retraining, or model changes are not included.
2. How Support Works
We follow a structured, transparent support workflow.
Ticket Submission
Issues are raised via the designated support channelTriage & Priority Assignment
Based on severity and business impactFix & Validation
Resolution within maintenance scope, followed by validationDeployment & Confirmation
Patch deployment and confirmation of resolution
For critical production issues, immediate escalation applies.
3. Monthly Product Health Snapshot
Each active maintenance plan includes a monthly health snapshot, providing:
Summary of issues raised and resolved
Observed risks or recurring patterns
Dependency or security considerations
Practical recommendations where applicable
This ensures visibility into system health without operational overhead.
4. Maintenance Plans
Starter Care — $399 / month
Up to 6 hours / month
For early-stage or low-change products requiring basic stability support.
Includes:
Bug fixes within accepted scope
Deployment & environment support
Dependency and security updates
Standard response SLA
Monthly product health snapshot
Growth Care — $1,999 / month
Up to 20 hours / month
For actively used production systems.
Includes everything in Starter Care, plus:
Priority response times
Reserved preventive maintenance capacity
AI prompt refinements (existing workflows)
Support for minor production updates
Enhanced system review and recommendations
5. How Hourly Capacity Is Used
Maintenance hours may be used for:
Issue investigation and debugging
Bug fixes within accepted scope
Minor code adjustments
AI prompt tuning (if applicable)
Deployment and release support
Hours are tracked monthly and reported transparently.
Unused hours do not roll over unless explicitly agreed in writing.
6. Exceeding Monthly Capacity
If support requests exceed the allocated monthly hours:
We’ll notify you in advance
Remaining work can be:
Quoted separately at the standard rate, or
Scheduled into the next billing period, or
Covered by upgrading the plan
No work outside the monthly capacity is performed without client approval.
7. Fair Usage Policy
Maintenance plans are designed for normal operational usage.
If a pattern of requests consistently exceeds the plan’s intent, Autor may recommend:
Upgrading to a higher plan, or
Moving certain work into a dedicated development engagement
This ensures service quality for all clients.
8. Response Time SLAs
PRIORITY
Critical (P0)
High (P1)
Medium (P2)
Low (P3)
DESCRIPTION
Production outage / system unavailable
Core functionality impacted
Partial impact / workaround available
Minor or cosmetic issues
RESPONSE TIME
Same business day
1 - 2 business days
2 - 5 business days
Best effort
Response time refers to initial acknowledgement and triage. Resolution time depends on issue complexity and scope.
9. Support Workflow
10. Out-of-Scope Work
The following are considered out of scope and are not included in maintenance:
New features or workflows
New integrations or APIs
Major UI/UX redesigns
Architectural redesign or refactoring
AI model changes, retraining, or new agents
All out-of-scope work is quoted and approved separately.
11. Client Responsibilities
12. Payment Terms
Maintenance plans are billed monthly in advance.
Invoices are due within 7 days of the invoice date unless otherwise agreed in writing.
Maintenance services commence only after payment is received.
All fees are non-refundable once the billing period has started.
Taxes, government levies, or third-party charges (if applicable) are billed separately.
Late Payments
Autor reserves the right to pause maintenance services if payment is overdue.
Service will resume once outstanding amounts are cleared.
Continued non-payment may result in termination of services.
13. Termination & Cancellation
Client Termination
Clients may terminate a maintenance plan by providing 30 days’ written notice.
The current billing period remains payable and non-refundable.
Maintenance services will continue until the end of the paid period.
Autor Termination
Autor may terminate maintenance services with 30 days’ written notice if:
Payments are consistently delayed or unpaid
The client repeatedly exceeds the agreed scope or capacity
Continued support becomes impractical due to technical or operational reasons
There is a breach of contractual obligations
Immediate Termination
Autor reserves the right to terminate services immediately in cases of:
Material breach of agreement
Abusive or unethical use of services
Legal or compliance risks
14. Policy Updates
Autor Technologies reserves the right to update this policy.
Clients will be notified in advance of material changes.
This policy is designed to protect both parties by ensuring clarity, fairness, and reliable system support.
