What is included, and for how long
Twelve months from the day we hand over, included in the purchase price. It covers the software doing what it is supposed to, and help with the things you will reasonably want to change.
- Defects in the software, fixed - this is the core of it
- Updates released during your twelve months
- Help with settings, departments, working hours, reminder timings and branding
- Help loading or restructuring your procedures
- Help adding people, and with the roster generally
- Reconnecting a credential that has expired or been rotated
- Answering how-do-I questions from you or your managers
How quickly we answer
One person answers, in a different time zone from most buyers, so these are commitments rather than aspirations - and deliberately not ambitious enough to be broken.
| Situation | We respond within |
|---|---|
| It is completely down | Same working day |
| Something is broken but it is usable | One working day |
| A question, or a settings change | One working day |
| Anything at all, during your launch week | Same working day |
| A feature request | One working day, with an honest answer |
Respond means a person replying who has read it, not an automated acknowledgement. Working days are Monday to Saturday, Indian Standard Time; for buyers in other time zones a same-day response may land in your evening or early morning, which we will tell you rather than pretending otherwise.
What is not included
Mostly because it is somebody else's system or somebody else's decision. Some of it we will still help with as a separate paid piece of work - ask.
- Running your server: patching, monitoring, disk space and backups. It is your machine
- Third-party outages at Meta, your AI provider, your host or your email provider
- New features, as opposed to fixes. Requests are welcome and answered honestly, but they are not support
- Custom development for your business - quoted separately if you want it
- Training your staff beyond the one message that explains the assistant exists
- Supporting changes you or another developer made to the source code
- Recovering data where no usable backup exists. We cannot, and neither can anybody else
How to get support
Email hello@bosun.pro. There is no ticket system to learn and no portal to log into - one inbox, read by the person who wrote the software.
Two things make a fix faster: what you expected to happen against what happened, and roughly when. The dashboard's message log usually has the rest.
When the twelve months are up
Nothing stops working. The licence is perpetual, your installation keeps running, and your data is unaffected.
What ends is our obligation to answer and to supply updates. You can renew for a further year at the rate published when you renew, or not - and if you do not, you can still come back later with a one-off paid piece of work. Declining a renewal never disables anything.
- The software carries on exactly as before
- Updates released after your period are not supplied until you renew
- You keep the source code and can maintain it yourself or through anyone you choose
- No lapsed-licence penalty, because there is no licence check