Questions
What IT and procurement ask before they sign, answered in one place.
Who does the work?
Every engagement is led by Stillmark’s principal, an architect with 13 years in ERP, manufacturing automation, and AI. You work with the architect directly.
What happens if Stillmark is unavailable?
Stillmark is set up so that you do not depend on it. Every system it touches has a runbook. Every change is in the change log. All work runs in accounts you own. Your team or another vendor can pick up from the runbook.
How does Stillmark get access to our systems?
From accounts in your name, on your tenants and repositories. Stillmark never uses shared credentials.
Who approves changes?
You do. Any significant change to a production system gets an email approval before it goes in. Stillmark does not release payments, approve files, or bypass controls.
Does Stillmark replace our ERP partner or MSP?
No. Stillmark works alongside both and owns how the systems fit together.
Does Stillmark resell anything?
No. Stillmark sells no software or hardware and takes no referral fees or reseller margin.
How fast does Stillmark respond?
A first email gets a reply within one business day. On the Standard retainer tier, issues are acknowledged within four business hours. On Essential, they are acknowledged by the next business day. Retainers state an acknowledgement time, not a fix time.
What hours does Stillmark work?
8am to 6pm Eastern, Monday to Friday, which covers the European afternoon. There is no on-call outside business hours.
How is the work priced?
Fixed monthly fees or fixed project prices. Hourly work is billed in 15-minute increments. Prices are in the proposal. Payment is net 15.
What is the contract?
A master services agreement plus a statement of work per engagement. Retainers have a six-month initial term, then run month to month with 30 days’ notice.
Is Stillmark insured?
Yes. Professional liability and general liability, with a certificate on request.
How does an engagement end?
You disable the accounts Stillmark works from. Nothing else needs to change. The runbooks and the change log stay with you.
