Commitments
Three things buyers worry about and rarely ask out loud: what happens when it breaks, who owns what, and what happens if this partnership ends. Here are our answers, in advance.
"We provide support" means nothing at two in the morning. This is what we actually commit to, per severity, under a support agreement.
| Severity | What it means | We respond within | We work on it |
|---|---|---|---|
| Critical | The service is down, or customers cannot be served at all. | 1 hour | Continuously until service is restored |
| High | A major function is broken and there is no workaround. | 4 working hours | Every working day until resolved |
| Normal | Something is wrong but work can continue around it. | 1 working day | Scheduled into the current cycle |
| Change request | Nothing is broken; you want something added or altered. | 2 working days | Quoted, then planned with you |
Response means a person has read it and replied with what happens next, not an automated acknowledgement. Coverage hours, out-of-hours arrangements and any penalty terms are agreed in writing per customer, because they depend on what your business actually needs. We do not publish an uptime percentage, for the reasons set out on the infrastructure page.
Ownership
Agreed in writing before work starts, not discovered later.
| Item | Belongs to | Notes |
|---|---|---|
| Your data | You, always | Exportable in a documented format at any time, on request. |
| Custom code written for you | You, on final payment | Stated in the agreement. If a different arrangement suits you better, we agree that instead, in writing. |
| Our platform products | Aim IT, licensed to you | A subscription or licence, exactly as any platform works. Your configuration and your data remain yours. |
| Third-party components | Their owners | We list what is used and under which licence, so nothing is a surprise later. |
| Documentation | You | Handed over as part of delivery, not sold separately. |
Continuity
The biggest risk in buying from a focused company rather than a large one is dependence. Almost nobody asks about it. Almost everybody thinks about it. So here is the answer before you have to ask.
For larger contracts we will agree source code escrow with an independent agent, so that if Aim IT ever could not continue, you would still have access to what runs your business. Ask for it during contracting.
A smaller way to start
Committing to a whole project is a big step. Committing to a small, bounded piece of work that ends in a document is not.
You give us access to what you run today. We look at it properly and give you a written assessment: what you have, where the real risks are, what a migration or rebuild would involve, and a phased plan with an order of work. It is yours whether or not you hire us afterwards, and it is written so another provider could act on it.
If a term does not fit how your business works, say so during contracting. These are our defaults, not our limits.