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Birdview PSA has always offered the flexibility to tailor the platform to each client‘s unique needs. Custom features and enhancements have played a key role in helping our clients streamline workflows and achieve their goals more effectively.
To ensure that we continue delivering reliable service, faster innovation, and a high standard of support, we are introducing a new policy for managing customizations and their long-term upkeep. As part of this policy, an annual maintenance fee will apply to custom features developed specifically for individual clients, based on the complexity of the customization. This fee helps ensure continued support, compatibility with future product updates, and ongoing performance optimization.
Why we‘re making this change
- Ongoing support & reliability: Customizations often require regular updates and testing as the core platform evolves. An annual maintenance fee ensures continued support and performance over time.
- Improved transparency: With clearly defined customization tiers and associated fees, clients can make informed decisions about enhancements that fit both their business needs and budget.
- Focused innovation: By aligning support resources with active usage, we can continue improving the product in ways that benefit both individual clients and the broader user base.
- Recognition for shared value: If a client-initiated customization becomes part of the core product offering, we waive the maintenance fee, recognizing the contribution and shared benefit.
Customization maintenance fee
Effective August 1, 2025, custom features developed exclusively for a specific client will be subject to an annual maintenance fee, based on the customization‘s complexity:
| Level | Description |
| 1 – Low | Minor visual or UI-only changes. No impact on backend, data models, or integrations. Easy to maintain and unlikely to break during product updates. |
| 2 – Medium | Moderate changes that may touch business logic, field validations, or backend calculations. May involve data model updates, client-specific rules, or reporting logic. Needs occasional testing during product releases. |
| 3 – High | Major customizations with architectural impact, integrations, or workflow engine changes. These may touch multiple modules, APIs, or involve custom sync logic. High maintenance cost, needs regression checks. |
Complexity and pricing will be defined during the proposal phase of the customization.
Core product inclusion
If a customization is later incorporated into the Birdview core platform and made available to all users, the annual maintenance fee will be waived for the original client. This ensures that clients who help shape product direction receive added value at no additional cost.
Inclusion into the core product will be determined by Birdview based on strategic fit and product vision.
Final notes
- Maintenance fees are billed annually and ensure continued support, updates, and compatibility with new platform releases.
- Customizations are governed by Birdview‘s Terms of Service and do not include IP ownership transfer unless agreed in writing.
- Clients may opt out of future maintenance, but unsupported custom features may be removed or disabled in future versions.
Questions?
For more information, please contact your Customer Success Manager or email [email protected]
