General questions
Email us or message the project group; we reply within 1 working day.
Operations & commitments
Response times, backups, monitoring, data residency and the handover checklist — laid out before you sign, not after. These are our default terms; the contract governs the specifics.
Response & support
When something comes up, you can reach someone — and know how fast.
Issues that affect operations
If a feature breaks but the system still runs, we respond within 4 hours and prioritize the fix.
The system is completely down
Treated as an emergency outside normal service hours; we work to restore it as fast as possible.
Service hours
General support runs weekdays 10:00–18:00 (Taiwan time); emergency outages are handled outside those hours.
Backups & monitoring
The system's health is on us to watch, not you.
Daily automated backups
The database is backed up automatically every day and kept for 30 days. We run a real restore drill every quarter to make sure it actually works.
Round-the-clock monitoring
Uptime and errors are monitored around the clock, with alerts firing automatically — we find out before you have to tell us.
Security updates
Critical security updates are applied to production within 7 working days of being assessed.
Security & data
Where your data lives and who can touch it, spelled out.
Data residency
Data is stored on cloud infrastructure the client specifies, or in Taiwan or Singapore by default; the exact location is stated in the contract per project.
Encryption & access
Data is encrypted in transit and at rest. Access follows least privilege, and keys and passwords are rotated immediately when someone leaves or roles change.
Confidentiality
We're glad to sign an NDA. Client data is used only for that project and never repurposed elsewhere.
Handover & ownership
Switching maintainers or bringing it in-house is always an option — nothing locks you in.
What you receive
The source repository, deployment config, a list of environment variables, how to export the database, an architecture diagram, an operations manual, and a full list of accounts and permissions — all handed over together.
Code ownership
Delivered code belongs to the client (our own product, fluxRelay, is the exception). You're free to modify it, transfer it, or hand it to another team.
Ending the engagement
Maintenance can be ended at any time, with a 30-day handover window and no buyout fee — the code and accounts were already yours.
Have an idea? Talk to us first. No spec needed.
Tell us the problem you want solved and we reply within two working days. Whether the project is still in discussion or already live, there is always a person you can reach.
- @iosoftware.ai
- GitHub
- io-software-ai