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
- Assistants
- Checked on the schedule your retainer sets
- 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
- For an AI assistant, a check on the schedule your retainer sets: what it asked a person about, a sample of what it did alone, its score on your test documents, and what it cost to run
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.
What do you check on an AI assistant?
What your retainer sets. The standard check covers what it asked a person about and why, a sample of what it did alone against the source documents, its score on your test documents, and its running cost. If it's slipped, the fields affected go back to being checked by a person, and we tell you. A written note after each check is available on request.
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.