- Am I locked into a contract?
- No. Plans run month to month and you can change or cancel with 30 days notice.
- What happens if we go over the included hours?
- We tell you before we do the work, not after. Additional hours are quoted at a discounted plan rate and only start once you approve them.
- Do unused hours roll over?
- They do not. The hours reserve capacity in our schedule, which is what makes same-day and priority response possible.
- Who actually does the work?
- A senior engineer who knows your system. AI agents handle monitoring, test generation and first-pass review, but a human engineer reviews and is accountable for every change that ships.
- What does "same business day" actually mean?
- Support runs Monday to Friday, 8am to 5pm Central. On Standard, a critical issue raised inside those hours gets a response within four business hours; raise it at 4:55pm on a Friday and you will hear from us Monday morning. Premium is the tier that covers nights and weekends, with a one-hour response to critical incidents around the clock.
- What is in the SLA, and which plans have one?
- Premium only. It commits us to 99.5% monthly uptime - about three and a half hours of allowable downtime - with defined response times by severity, an escalation path, and service credits against your next invoice if we miss them. Essential and Standard have response standards we work to, but no credits attached.
- Can you take over a system you did not build?
- Yes, and most of our Care Plan work is exactly that. The onboarding audit exists to get us to the point where we can safely make changes.
- Do you work with government agencies?
- Yes. We are registered in SAM.gov and accept the Government Purchase Card for micro-purchases. See our capability statement for UEI, CAGE and NAICS details.
