Critical Details Driving Profitable Results

Some fixes show results within days. A form field correction or validation rule improves conversion rates immediately. Integration fixes or data normalization projects may take two to four weeks to show full impact because data needs time to flow through your systems. We set expectations for each fix individually.

We deliver in phases. The audit is phase one. Phase two is the fix for the highest priority iota. Phase three is measurement and reporting. This phased approach lets you see results before committing to additional work. You approve each phase before we begin the next. No forced bundles.

The audit report presents findings and recommendations. You decide which fixes to implement. We may advocate for a specific approach based on our experience, but you are the decision maker. If we cannot reach alignment, you pay only for the audit and we part professionally. No hard feelings. No forced work.

Critical system issues that stop revenue or block client transactions receive immediate priority. We maintain a separate queue for emergency engagements. The fee is higher than planned work because it requires pulling resources from other clients. We will provide a quote on the same day and begin within twenty-four hours of approval.

We communicate delays as soon as we identify them. If we miss a deadline without communicating seven days in advance, you do not pay for the week of work following that missed deadline. This policy keeps us accountable. We have only invoked it twice in five years. Transparency is not optional.

All client data is stored on encrypted servers located in the United States. We use AWS data centers with SOC 2 Type II certification. Data is encrypted at rest and in transit. We do not store client data on employee laptops or portable drives. Access logs are maintained and available for your review upon request.

No. Every person who touches your data is a full time IOTA employee based in the United States. We do not use freelancers, offshore development shops, or white label partners. You know exactly who has access to your systems. That list is never longer than five people per engagement.

We deleted all client data from our systems within thirty days of project completion. You receive written confirmation of deletion. Archived backups are retained for ninety days and then permanently destroyed. If you require earlier deletion, we accommodate that request. No data is retained for any purpose without your explicit permission.

Our data handling practices meet GDPR and CCPA standards for data processors. We do not collect or store personal data beyond what is necessary for the engagement. If your business requires specific compliance certifications beyond standard privacy practices, we discuss those requirements before signing the agreement.

We maintain cyber liability insurance with breach response coverage. In the event of a breach, we notify affected clients within seventy-two hours of discovery. We cover the cost of forensic investigation and legally required notifications. Our incident response plan is evaluated quarterly. A written copy is available under NDA.

You designate one primary approver per engagement. That person has final authority on all deliverables. We do not accept conflicting feedback from multiple stakeholders. If your internal team cannot agree, you resolve that internally before coming back to us. One voice. One decision maker. Faster delivery.

Revision requests receive initial acknowledgment within one business day. The actual revision work begins within three to five business days depending on current workload and the complexity of the change. Critical fixes that break existing functionality are prioritized ahead of stylistic changes. We communicate expected completion dates for every request.

Scope changes are handled through a formal change order process. You describe the requested change. We provide a revised timeline and cost within three business days. You approve or reject. No work on the change begins until approval is signed. This prevents scope creep and keeps your budget predictable.

Yes. Rush revisions are completed within twenty-four hours for an additional fee equal to 50% of the original revision cost. Rush requests must be submitted before 12 PM Eastern time for next day delivery. Weekend rush requests are accommodated for an additional surcharge. Contact your project lead for availability.

If you do not provide approval or rejection within sixty days of final delivery, the project is considered complete and the remaining balance is due. We cannot hold resources indefinitely for pending approvals. You are always welcome to reopen the project later with a new statement of work. Communication prevents this scenario.

Yes. Break fix support is available at two hundred dollars per hour with a one hour minimum. Response time is within two business days for non-critical issues and twenty-four hours for critical issues. Clients with active maintenance contracts receive priority response ahead of ad hoc requests. Contracts are recommended for business-critical systems.

Average response time for maintenance contract clients is four hours during business hours Eastern time. Resolution time varies by issue complexity. Simple fixes average two days. Complex issues average five to seven days. We provide estimated resolution time within the first response. Ad hoc clients receive response within two business days.

Yes, but with limitations. We support third party systems only if we have documented access and the client agrees to cover investigation time at our standard support rate. We do not guarantee resolution for systems we did not build because internal logic may be undocumented. An audit is recommended before committing to ongoing support.

After hours support is available for critical system outages only. Critical is defined as revenue impact or client data exposure. The after-hours rate is three hundred dollars per hour with a two-hour minimum. Weekend support for non-critical issues is scheduled for the next business day. Emergency retainers can be pre purchased.

Yes. Training is billed separately at one thousand five hundred dollars per day. We provide documentation, recorded walkthroughs, and a two-hour live handoff session. Your team learns how to perform basic updates without breaking functionality. Complex changes still require our involvement. Training does not qualify as certification.

You may cancel any project at any time. You pay for work completed up to the cancellation date based on our internal progress tracking. The deposit covers the audit phase. If you cancel after the audit but before execution, the deposit is non-refundable. We do not charge cancellation fees beyond completed work.

Yes. Pauses are accommodated for up to ninety days without penalty. After ninety days, the project is considered cancelled and a new statement of work is required to resume. Pricing for resumed projects may differ from original pricing due to changes in scope or team availability. Pause requests must be submitted in writing.

You own all completed deliverables regardless of cancellation status. Code, documentation, and audit reports are transferred to you within fourteen days of final payment. We do not hold your work hostage. The only exception is unpaid balances. Paid work is your work. That policy is non-negotiable.

Refunds are evaluated on a case-by-case basis. If we fail to deliver what was promised in the statement of work, we refund the portion of fees associated with the undelivered work. We do not receive a refund because you changed your mind or your internal priorities have shifted. Our work is scoped precisely to prevent ambiguity.

In the unlikely event IOTA ceases operations, all clients receive written notice and full access to all source code, documentation, and credentials within thirty days. We maintain offsite backups specifically for this scenario. Your business continuity matters to us even in dissolution. We have structured our agreements to protect you.