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Continuity
& support.

Mine-owned data and on-premises deployment, with clear responsibility for product maintenance, optional annual operational support, separately scoped development and recovery.

Separate software maintenance from operational assistance.

Access to applicable software updates, defect fixes and standard product maintenance is included in every software subscription. Premium Support is not required to receive bug fixes.

Product defect fixes correct the agreed software release. Standard product maintenance keeps that release current. Premium Support adds deployment-specific assistance, diagnostics, incident handling and agreed monitoring; it does not determine whether a customer is entitled to bug fixes.

Optional annual service agreement

Premium Support Plan — $50,000 CAD annually per mine

The Premium Support Plan adds operational assistance, monitoring, incident handling and agreed support services. It is separate from software subscriptions and custom consulting.

Monthly equivalent: $4,166.67 CAD per mine, for comparison only (annual contract divided by 12). The plan is an annual agreement.

Included within the agreed scope

Defined business-hours technical support.
Priority incident response under agreed service terms.
Application troubleshooting and defect investigation.
Scheduled software maintenance and patch coordination.
Deployment health monitoring and diagnostics where authorized.
Database and integration troubleshooting within the agreed scope.
Quarterly platform health reviews.
Coordination with the customer’s IT and OT departments.

Excluded

Custom software development, scoped and billed separately as consulting.
New integrations or major functionality.
Hardware replacement.
Third-party vendor licensing and support.
Customer infrastructure administration outside the agreed scope.
Guaranteed 24/7 coverage.

An optional annual service agreement, separate from software. Business hours, priority definitions, critical incident escalation and support contacts are established in the signed agreement. No response time, availability guarantee or after-hours coverage is promised. The monthly equivalent is the annual contract divided by 12 for comparison only; it is not monthly billing or a monthly cancellation option.

Basic subscription maintenance remains included

Access to applicable software updates, defect fixes and standard product maintenance is included in every software subscription. Premium Support is not required to receive bug fixes.

Start with a Technology & Data Assessment →

Agree responsibilities before commissioning.

Mine-owned dataOperational data remains yours. Agree retention, export formats, data location and access ownership. External delivery, hosted services and remote diagnostics require authorization.
Customer IT & OTProvide approved infrastructure, accounts, network rules, vendor permissions and nominated system owners. Customer infrastructure administration, hardware and vendor support remain customer responsibilities unless expressly included in the agreement.
Backups & recoveryName the owner of database and file backups, test restores and document recovery procedures and dependencies. Disaster recovery services, recovery objectives and any guarantees require an established, signed scope; they are not assumed to exist.
Access & securityUse approved service accounts and least-privilege interfaces. Agree update windows, access reviews, logging and change approval with customer IT/OT. Monitoring and diagnostics operate only where authorized.
Incident escalationRecord affected systems, business impact, timestamps, recent changes and safe diagnostic evidence. Use the contacts and escalation path in the support agreement. Critical incident escalation, business hours and priorities follow agreed terms; no response time or after-hours availability is promised here.
Custom workNew features, integrations, specialist analysis, custom reports and advanced troubleshooting outside support scope are consulting at $260 CAD/hour, billed separately unless explicitly included in a signed agreement.
Exit & software rightsDefine permitted use, renewal, termination notice, support cessation, data export, any wind-down and transition assistance in the signed agreement. Open-source and third-party rights remain governed by their respective licences. There is no hidden expiry or undisclosed remote disablement.
Source escrowEscrow is a possible contractual arrangement, not a service asserted to be in force. An agent, deposit, release triggers and charges must be agreed and established before reliance.

Support scope, business hours, escalation contacts, acceptance, service-level commitments and transition arrangements require a signed agreement. Nothing on this page promises guaranteed 24/7 coverage.

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