Support and improvement
Go-live is the start. We measure what we promised, fix what breaks and take on the next bottleneck.
Genbays supports the software it builds with a monthly improvement retainer: go-live support, monitoring, fixes within agreed times, and a steady stream of improvements measured against the numbers set in Study.
- Term
- Monthly. Cancel with notice
- Response
- Agreed times by severity, on the Engagement page
- Reporting
- Monthly, against the Study numbers
- Warranty
- Agreed in your statement of work
What you get
- Go-live support: we're there for the first weeks, on site if needed
- Monitoring and fixes within agreed response times
- Measurement against the outcomes agreed in Study
- A monthly improvement list, prioritised with you
How we keep it honest
- We measure what we said we'd measure
- You see the numbers move, or we hear about it first
- The improvement list is yours to reorder
Questions people ask us
Are we locked in?
No. The retainer is monthly, and the documentation is written so someone else could pick it up.
What counts as a defect?
Something we built that doesn't do what the design said. What we fix without charge is set by the warranty in your statement of work. A new need is an improvement, and it goes on the list.
Can you support software you didn't build?
Sometimes, after a review. We'd rather look first than promise.
Tell us what's slowing you down.
Forty-five minutes, no charge, no pushy follow-up. You'll talk to someone who builds software, not someone who sells it. You keep the workflow map either way.