PSP (Platform Stability Program) Engagement Terms

1. What This Document Covers

These terms govern Platform Stability Program (PSP) engagements between your company ("Client," "you") and NJB Intelligent Automation LLC, doing business as Foundari ("Foundari," "we," "us"). PSP is a stability and support wrapper for operational systems previously built or assessed by Foundari. It is not a build program, not a strategic advisory, and not a substitute for FUSE. The specific tier, pricing, and coverage for your PSP are defined in your signed proposal.


2. Eligibility

PSP is available only to clients who meet at least one of the following:


  • A Sprint engagement has been completed and delivered by Foundari
  • A stabilization Sprint has been completed
  • The PSP Eligible flag has been set by the engagement lead based on assessment of the client's systems


PSP is not a primary acquisition offer. It exists to support systems that Foundari has built or assessed.


3. What PSP Covers

PSP provides reactive support and minor adjustments to the operational systems covered under your program:


  • Break-fix support. If something we built stops working due to a configuration issue, an integration failure, or a platform update that breaks existing functionality, we'll fix it.
  • Minor adjustments. Small changes to existing configurations — adding a field, adjusting a workflow trigger, updating a template, modifying a dashboard view. These are changes that take less than 2 hours of work.
  • Platform monitoring. Periodic checks on the health of your core systems to catch issues before they cause problems.


4. What PSP Does Not Cover


  • New builds or significant feature additions. If you need new automations, new modules, new integrations, or substantial new functionality, that's a Sprint or FUSE engagement.
  • Strategic advisory. PSP doesn't include positioning work, growth strategy, or operational planning.
  • Third-party platform issues. If Zoho, Google, or another platform has an outage or makes a breaking change to their product, we'll help you adapt within your PSP scope, but we can't fix the platform itself.
  • Issues caused by changes you or your team made. If someone on your team modifies a configuration we built and it breaks, we'll fix it under PSP, but repeated instances may indicate a need for training (which can be scoped as a separate engagement).
  • Unlimited support volume. PSP includes a defined number of support requests per month based on your tier. Requests above the tier limit are billed as overages or can trigger a tier upgrade conversation.


5. How Requests Work

Submission. Support requests are submitted via Zoho Desk portal (the link is provided at PSP enrollment). Email and phone requests are accepted but should be followed up with a portal submission for tracking.


Sizing. Requests are categorized by size:


  • XS/S — Quick configuration changes, minor fixes. Handled within the PSP tier allocation.
  • M — Moderate changes requiring design and testing. These become Work Orders requiring approval before execution. Work Orders may consume additional tier allocation or be scoped separately.
  • L/XL — Significant work. These are not PSP-eligible. They should be scoped as Sprint engagements.


Response time. We acknowledge receipt of support requests within 1 business day. Resolution time depends on complexity — XS/S issues are typically resolved within 2-3 business days, M issues within 5-7 business days.


Priority. If a system is broken and actively preventing your business from operating (e.g., CRM is down, automations have stopped firing, billing integration is broken), flag the request as urgent. We'll prioritize urgent requests and communicate status within 4 hours during business hours.


6. Payment

PSP is billed monthly at the rate specified in your proposal. Payment is due at the start of each month. Net 15 terms.


PSP is a month-to-month commitment. Either party may cancel with 30 days written notice. There is no minimum term beyond the current paid month.


7. Tier Adjustments

If your support needs consistently exceed your current tier allocation, we'll recommend a tier upgrade. If your needs decrease, you can downgrade. Tier changes take effect at the start of the next monthly period.


If your operational needs evolve beyond reactive support (you need new builds, strategic changes, or outcome-driven improvements), PSP may not be the right program. We'll recommend transitioning to FUSE or scoping a Sprint.


8. Intellectual Property

Any work performed under PSP (fixes, adjustments, minor enhancements) becomes your property upon delivery. Same provisions as Sprint and FUSE terms.


9. Confidentiality

Same provisions as all other engagement types.


10. Limitation of Liability

Our liability for any claim arising from PSP is limited to the fees paid during the current monthly period. We are not liable for indirect, incidental, consequential, or punitive damages.


We maintain your systems to the best of our ability within the PSP scope. We do not guarantee zero downtime, zero errors, or uninterrupted operation — particularly for issues caused by third-party platform changes beyond our control.


11. Dispute Resolution

Same provisions as all other engagement types. Direct conversation, mediation, binding arbitration in Ohio.


12. Acceptance

By signing the proposal that references these terms, you acknowledge that you have read and agree to these PSP Terms. These terms, together with the signed proposal, constitute the complete agreement for this engagement.