Support & Maintenance
AI systems need ongoing attention — models evolve, APIs change, and your business requirements shift. This retainer keeps your deployed systems running, optimised, and improving over time.
Scope & Deliverables
What's covered under the monthly retainer.
Out of Scope
- Major new feature development — scoped separately as a new CC-DEV or CC-UPL engagement
- Infrastructure costs (hosting, LLM API credits, SaaS subscriptions)
- Retainer hours do not roll over month-to-month
- Emergency incident response beyond agreed SLA scope
- For systems not built by me: an onboarding assessment is required before support begins
How the Retainer Works
Tiered Hours
Retainer packages are available at different hour levels to match your needs. Each tier includes all deliverables above — the difference is the number of hours available for enhancements and ad-hoc work.
Monthly Cycle
Retainer runs on a calendar month. Billed in advance. Monthly status report delivered by the 5th business day of the following month.
Quarterly Reviews
Every 3 months, we have a dedicated session to assess system performance, review the roadmap, and plan the next quarter's priorities.
Overage
Hours used beyond the retainer are billed at an agreed overage rate. I'll flag when you're approaching the limit so there are no surprises.
Response SLA
Indicative Terms
These are skeleton terms provided for transparency. Final terms are agreed in the support agreement.
Billing
Monthly in advance. Invoiced on the 1st of each month.
Commitment
Minimum 3-month initial commitment. After that, 30-day written notice to cancel at any time.
Scope Definition
A support agreement defines which systems are covered, the retainer tier, and specific SLA terms.
Confidentiality
All system access and data handled per the Confidentiality Policy.
Related Engagements
Need ongoing support?
Reference CC-SUP-01 in your project spec or get in touch to discuss your support needs.