After a Standard deploy, owners often ask one question: “If something slips, do you keep working for free?” The short answer is no — and the longer answer needs three separate clocks. Mixing them invents a warranty Leverwork does not sell.
Clock 1 — Fee/work pause (SOW metric only)
If the agreed metric in your signed SOW is not met within 90 days of go-live, Leverwork pauses the fees and work listed in that SOW until the metric is met or the SOW end condition applies.
What that is:
- Scoped to the fees, work, metric, and end condition written in the SOW
- A pause of listed fees and work — not a public refund promise
What that is not:
- Not “work free”
- Not a warranty of savings, revenue, or business results
- Not something you can invent without an SOW metric
Terms still stand. Do not invent a public dispute forum beyond what the contract says. Related: what the fee/work pause means.
Clock 2 — Post-launch hypercare (delivery window)
Hypercare / “90-day support” after go-live is an included delivery and optimization window. It is how Leverwork stabilizes the workers, tunes edge cases, and handholds the first weeks in production.
It is not the fee/work pause. Hitting a bump during hypercare does not automatically pause retainers. Hypercare ends on its own schedule even if the SOW pause never triggers. See Standard deploy support and hypercare.
Clock 3 — Retainer on-call (ongoing ops)
The monthly retainer includes on-call response (typically 24–48h). That is ongoing ops response after go-live — triage, fixes, and optimization under the retainer.
It is not an uptime SLA. It is not the SOW fee/work pause. A slow Tuesday ticket does not mean fees stop.
How owners should use the three clocks
- Before you sign — make the SOW metric concrete enough that Clock 1 is testable.
- During hypercare — use Clock 2 for stabilization; do not treat every issue as a pause trigger.
- After hypercare — use Clock 3 (retainer on-call) for ongoing ops; keep Clock 1 reserved for the written metric only.
Pricing fit (no new promises)
Standard is for 1–2 agents / up to 2 FTE roles. Complex is 45 days to full deployment for 2–3 agents / 3 FTE with Priority support. Talk to us for current pricing. Published structure must match Terms. Your 20-minute assessment estimates the figures for your roles. Also see how it works and llms.txt.
Book the clocks into an SOW
Book a 20-minute assessment at /book/ if you want the three clocks written into a scoped SOW — not a free audit, not a strategy deck.