Support and Continuity
Custom AI systems should not depend on one person being reachable. Here is exactly how Heed AI Solutions keeps your systems running, documented, and yours.
"This is a custom build. What happens if the person who built it is unavailable when we need help?"
It is the right question to ask. A system no one can support is a liability, not an asset. So Heed does not sell single point of failure dependencies. Every engagement is structured so that support is contractual, documentation is complete, and ownership has a defined path. The model that built your system is never the only thing keeping it alive.
You choose the level of control and ownership that fits your organization. Each one removes the dependency concern in a different way.
Your team accesses your data and outputs through a secure interface. You do not touch infrastructure or code, and you do not need to. Support runs on a defined service level agreement tied to issue severity, not on individual availability.
For organizations that need certainty: your source code and full documentation are held under a continuity arrangement. If defined trigger conditions are met, the materials are released to you automatically. The single point of failure risk is closed before the contract is signed.
Want to own the system outright? A separate license and transfer fee delivers the source code, complete documentation, and a structured knowledge transfer window so your team can run it independently. Ongoing support afterward is optional and handled by retainer.
Managed SaaS support is governed by severity, so the response matches the impact. These are representative targets; exact terms are set per engagement.
| Severity | Definition | Target Response |
|---|---|---|
| Critical | System down or core function unusable | Within hours, same business day |
| High | Major feature degraded, workaround exists | Next business day |
| Standard | Minor issue, question, or enhancement | Within the service week |
Every Heed build ships with architecture diagrams, operational runbooks, and decision logs written as the system is built, not after. That documentation is what makes escrow meaningful and ownership transfer clean. It is also the standard expected under ISO 42001 and NIST AI RMF, the same compliance posture applied across every engagement. The dependency concern disappears when the knowledge lives in the documentation, not in one person's head.
IP questions get tense when they stay vague. Here is the clear version, in the order that matters.
Your data, your branding, and the confidential configuration specific to your business are yours and remain yours. Heed never reuses, resells, or exposes them. This is the line that does not move.
The source code, reusable frameworks, and underlying solution are Heed property and are licensed to you for use. Heed reuses and improves this generalized work across engagements, never carrying your data or confidential configuration with it. That reuse is why your build is faster and cheaper than starting from zero.
Ownership transfers when you purchase it. Choose the level that fits.
These are the clauses that put the three doors into a proposal or master service agreement. Bracketed terms are set per engagement. Expand each to read the working language.
During the term, Provider will host, monitor, maintain, and patch the System and the underlying models. Client is granted access to Client data and System outputs through the designated interface and does not receive access to source code under this model. Provider will respond to support requests according to the severity targets defined in Exhibit [X] (Service Levels). Provider's support obligations are fulfilled by Provider's team, tooling, and documented procedures and are not contingent on the availability of any single individual.
Provider will deposit a current copy of the System source code and accompanying documentation (architecture diagrams, runbooks, and decision logs) with [a third party escrow agent or a release triggered repository] within [30] days of deployment and will update the deposit at intervals of no less than [quarterly]. The deposited materials will be released to Client, together with a non exclusive license to operate and maintain the System for Client internal business purposes, upon any of the following trigger events: (a) Provider ceases business operations or is dissolved; (b) Provider fails to meet Critical severity support obligations for a continuous period of [15] days after written notice; or (c) [other agreed trigger]. Release under this clause does not transfer ownership of intellectual property except the operating license stated above.
At Client election and upon payment of the Transfer Fee set out in Exhibit [X], Provider will assign to Client the source code and complete documentation for the System and will deliver a structured knowledge transfer over a period of [X] business days. Following transfer, Client is responsible for hosting, maintenance, and operation of the System. Any post transfer support is governed by a separate retainer agreement and is not implied by this transfer.
As between the parties, Client owns all Client data, Client branding, and the confidential business logic and configuration specific to Client's operations (collectively, Client Materials). Provider claims no ownership of Client Materials and will not reuse, resell, disclose, or incorporate Client Materials into work performed for any other party. Provider's handling of Client Materials is subject to the confidentiality and security obligations of this Agreement.
The System source code, frameworks, methods, and generalized solution components (collectively, Provider IP) are and remain the property of Provider. Provider grants Client a non exclusive, non transferable license to use the System for Client's internal business purposes during the term. Provider retains the right to use, reuse, modify, and improve the Provider IP in other engagements, provided that Provider does not include any Client Materials in such reuse. For clarity, Provider's reuse rights extend to code and generalized solution patterns only and never to Client data, branding, or confidential configuration.
Client may acquire ownership of the System on either of the following terms, at the fee stated in Exhibit [X]: (a) Non exclusive Purchase. Provider assigns to Client a complete copy of the System source code and documentation. Client may operate, modify, and maintain the System without restriction. Provider retains the right to continue using and reusing the generalized Provider IP in other engagements. (b) Exclusive Purchase. Provider assigns ownership of the System to Client and ceases reuse of that specific build in future engagements. This option is priced to reflect the removal of the build from Provider's reusable library. Generally applicable methods, know how, and pre existing Provider IP not unique to the System are excluded from this exclusivity.
This is working language for proposals and master service agreements, not legal advice. Have your counsel review and adapt it before relying on it. Heed will provide the engagement specific version during scoping.
Bring the question to the table. Heed will show you the support model, the escrow option, and the ownership path before you commit to anything.
Michael Bowers, President · Heed AI Solutions · 310 363 0826