How an engagement works.

Using this website

The content on this site is provided for information. Any figures shown in examples, including the worked example on the home page and the sample assessment findings, are illustrative. They are not client results and are not a forecast of what your team will save.

The hours calculator is a scenario tool. It arithmetically models what the hours you enter are worth at the rate you enter. It is not a prediction, and hours returned are not the same thing as costs removed.

Enquiries

Sending the assessment enquiry form does not create a contract, does not commit you to anything, and does not oblige us to take the work. We reply within two working days confirming what we would look at and the fixed price before anything begins.

Scope and price

The Reliability Assessment is a fixed-fee, fixed-scope piece of work: CAD $2,500 for the first 5 clients and CAD $3,500 thereafter. The scope and fee are agreed in writing before work starts and do not change mid-engagement unless you ask for something additional and agree the cost.

An Reliability Sprint is quoted separately from the audit findings. Fixed, quoted from the assessment findings and sized to your stack before any work starts. Credited in full against a Reliability Sprint booked within 60 days.

What we guarantee, and what we do not

We guarantee the deliverables described for the engagement you have bought, delivered to the timeline agreed. We guarantee that our findings will be based on the journeys and systems we actually observed in your business, and that we will state the limits of what we measured.

We do not guarantee a specific reduction in downtime, in lost orders or in time to notice. Anyone who does is guessing. Automated investigation involves AI models that are probabilistic: they will occasionally be wrong, which is why every response we build is scoped, reversible, verified, and gated behind human approval on anything consequential.

You remain responsible for your systems and for decisions made about them, including those made on the basis of an investigation our software prepared. We do not accept responsibility for your uptime or your revenue, and nothing we build removes the need for someone to be reachable.

Your responsibilities

Making the right people available for the walkthroughs, and describing your systems accurately. The assessment timeline runs from the day the walkthroughs finish, not the day you enquire.

Where a response is built, keeping the approval step staffed. A response whose proposed actions nobody reviews is not an automation, it is an unattended change to a system that takes your money, and we will say so rather than let it run.

Payment and cancellation

The assessment is invoiced as a single fee. There is no retainer and nothing recurring, so there is nothing to cancel. If you cancel after work has begun but before delivery, we invoice for the work done to that point.

Reliability Operations is billed monthly and can be cancelled with 30 days notice. Cancelling it does not switch off anything we built; the automations run in your own infrastructure and remain yours.

No payment is taken through this website. Invoices are issued directly.

Ownership and confidentiality

The assessment and its findings are yours once paid for. So is anything built in a sprint: the workflows, runbooks, infrastructure code, prompts and documentation. Use them, share them internally, or give them to another vendor to maintain.

We treat anything we see in your systems, orders or operational records as confidential and will not identify you as a client without your written permission.

First-cohort pricing is offered in exchange for permission to publish the before-and-after figures. That permission is agreed separately in writing, and can be anonymised at your request.

Liability

Our liability in connection with an engagement is limited to the fees paid for it. We are not liable for indirect or consequential loss. Nothing here limits liability that cannot be limited by law.

Governing law

Secondframe operates from Vancouver, Canada, and engagements are governed by the laws of British Columbia, Canada.