Neon Sky AI · Plan Terms

What your monthly plan covers

And, just as clearly, what it doesn’t. A plan with no edges isn’t generous — it’s a disagreement waiting to happen, usually six months in, usually about something neither of us wrote down. So here it is written down.

First, which plan you’re on

We sell two different monthly products

Maintenance plan

Keeps the system doing its job

Your system was built to do a specific thing. This plan keeps it doing that thing — through platform changes, provider changes and the ordinary entropy of software that runs every day.

Our CRM plans are maintenance plans.

Managed plan

Keeps it running and moves it forward

Everything in maintenance, plus the work that makes the system earn its keep: campaigns written and sent, seasonal offers built ahead, reporting, and every platform improvement we ship.

Loyalty app plans and multi-site plans are managed plans.

The boundary

Covered, and not covered

The line is between keeping the agreed system working and building something new. Not between small and large, and not between easy and hard.

Included in the plan

Keeping it working

  • Monitoring health, error logs and scheduled jobs
  • Repairing anything broken by an API, model, OS or platform change
  • Handling the agreed edge cases
  • Configuration adjustments that preserve the original function
  • Routine checks of volume, speed and running cost
  • Hosting, backups and OS updates, where we host it
  • App-store compliance — Apple and Google change the rules every year, and that never becomes your problem

Anything broken in the running system is fixed within one business day. Changes that need an app-store review take as long as the store takes — that part isn’t ours to promise.

A change request

Building something new

  • A new workflow
  • A new integration or connected system
  • A new user group, location type or business unit
  • New business rules or decision logic
  • A new report, output or communication channel
  • A material change in volume, compliance or security requirements
  • A feature built specifically for you rather than for the platform

None of these are refusals. They’re quotes.

When you want more

Asking for something new is a good sign, not a problem

Clients who ask for more have decided the thing works. We’d rather you kept asking. What we won’t do is quietly absorb it, get slower, and have you wonder why.

  1. You ask. Text, email, or on the monthly call. No form.
  2. We tell you which side of the line it’s on — usually the same day, and often it turns out to be included.
  3. If it’s new, you get a change request: what’s being added, why, what it costs, when it lands, and what it does to anything already in flight.
  4. You approve it or you don’t. Nothing starts until you do, and the work already agreed keeps moving either way.

Two things that catch people out elsewhere

Cancelling, and who pays the running costs

If you cancel, the plan stops — the system doesn’t

You keep the apps, both store listings under your own developer accounts, your customer database, and the source code on request. Month to month, no term, no notice period.

What ends is the managed work: the campaigns, the improvements, the monitoring. The parts that cost real money every month — hosting, backups, store compliance — carry on at a hosting-only rate, and that rate is agreed in writing before you sign, not quoted to you on the day you leave.

Production utilities go on your account, not ours

API calls, tokens, phone minutes, storage and third-party subscriptions are your utility bill, and they belong on your own account and your own card. Our fee covers design, consulting, building, testing, documentation and support.

This isn’t us offloading a cost. It’s so you can see exactly what your system uses, change providers without asking us, and never receive a bill from us with someone else’s margin folded into it. Every proposal we write states the estimated monthly running cost with the volume it assumes beside it — as an estimate, because it moves with your volume and with provider pricing.

Something here not match what you were told?

Then this page is wrong and we’ll fix it, or the conversation was and we’ll honour what you were told. Either way, say so — that is the entire point of writing it down.

Email David