Delivery Rules
What the delivery expectation covers and which dependencies must be met for it to apply.
Last updated 2025-10-15
1. When the clock starts
The delivery expectation for each agent is conditional: it applies from the moment all required setup details and authorised access have been received and confirmed, not from the moment of purchase.
2. Customer dependencies
Deployment can pause when we are waiting on you. In that case the workspace shows Waiting on Customer and the delivery clock does not run until the dependency is resolved.
- Scoped credentials for each integration.
- Approved knowledge sources or rule sets.
- A named escalation or approval contact.
3. Review and handover
Every deployment includes a staging review before production cut-over. Your approval at the review step triggers final handover, which includes runbooks, deployment configuration and access records.
4. Engineer coverage
Handover includes 30 days of engineer coverage for deployment issues arising from the configuration we delivered. Coverage does not extend to new feature development or changes to your own integration surfaces unless separately agreed.