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| Status |
Active v1 |
| Last Updated |
July 2026 |
| Part of |
AIS Master Service Documentation |
| Audience |
Client-facing. Given to and acknowledged by both the Client and the AI Specialist before day one of every engagement. |
| Sits under |
The Embedded AI Delivery Specialist Service Agreement and the applicable Service Order Form. If this document and the Agreement conflict, the Agreement governs. |
This document is the definitive statement of what the AI Specialist service is and is not. Both parties sign it before the engagement starts so that expectations are identical on both sides of the table: the Client knows exactly what the monthly fee buys, and the AI Specialist knows exactly what they are there to do. Neither side can stretch the engagement into something it was never priced or scoped to be.
REMAP embeds a vetted AI Specialist inside the Client's team on a monthly engagement, full-time (40 hours per week) or fractional (20 hours per week), in the Client's nominated time zone. The Specialist works to an agreed plan, arrives through one of two routes:
- Direct project. The Client knows what they want built and the Specialist is brought in to implement it.
- AI Adoption Pathway. The work queue is identified through REMAP's discovery and strategy process, finalised in the pre-start strategy session.
The Client directs what the Specialist works on. REMAP retains control over how the service is delivered and stands behind the Specialist with its Panel of specialists throughout.
The monthly fee includes, for the team the Specialist is placed with:
- Implementation of AI through the agreed plan. Building the automations, agents, integrations, and tools in the 30/60 day plan and the Pathway work queue.
- Ad-hoc work for the placed team. Additional tasks and automations alongside the plan are a normal part of the engagement, not scope creep, provided they fit within contracted hours and do not displace committed plan work.
- AI enablement and training of the Client's team. Upskilling the placed team to use AI themselves, including short training sessions on the Client's chosen AI platform with use cases for their industry.
- AI awareness. Sharing relevant AI developments and resources, and advising on select projects within the Specialist's remit.
- Panel Reachback Support: 8 hours per calendar month. Client access to REMAP's specialist Panel (ML engineers, DevOps, business analysts, project managers, QA) for guidance, review, and specialist input, measured on a fair-use basis. Unused hours do not roll over.
- Account management and strategy touchpoints. A REMAP account lead, the pre-start strategy session, a formal month-1 performance review, and quarterly reviews.
Support behind the Specialist is not charged to the Client. When the Specialist reaches back to REMAP for help on their own assigned work, that is REMAP backing its engineer and does not count against the Client's Reachback hours.
The following are outside the engagement. They can be provided, but only as separately agreed work, acknowledged by the Client in advance and in writing. Excluded work performed without prior acknowledgment does not become included scope.
- Strategy and roadmap work. ROI modelling, AI roadmap definition, and adoption strategy sit with REMAP's CEO and the separate AI Roadmap service. The Specialist implements strategy; they do not set it. Strategy questions directed at the Specialist are redirected to REMAP.
- Ongoing CEO engagement. The engagement includes the pre-start strategy session and the scheduled reviews with REMAP leadership. Where the Client would like REMAP's CEO continuously involved beyond that, overseeing the process, giving regular opinion, or interacting with the team as if driving delivery, this is available as the CEO Engagement Add-On at the monthly rate stated in the AIS Rate Card and confirmed in the Service Order Form.
- Work for other teams. The Specialist serves the team they were placed with. Delivery for any other team, department, or entity requires a separate engagement or a written scope extension.
- On-call and out-of-hours support. Availability outside contracted hours and the nominated time zone, weekend cover, and production on-call rotations are not part of the base engagement.
- Panel Reachback beyond the included 8 hours per month. Billed separately at the Ad-Hoc Hourly Rate specified in the Service Order Form. REMAP notifies the Client before overage is incurred wherever practicable, and the Specialist flags in advance when a Client request will draw on billable Panel time.
¶ Working Week, Holidays, and Leave
- The working week is five days, Monday to Friday. Saturday and Sunday are non-working days. Definitions of the working week differ across cultures; this is the definition that applies to every AIS engagement unless the Service Order Form states otherwise.
- Working hours are standard business hours in the time zone nominated in the Service Order Form. The Specialist may push longer to hit a milestone, and is not available on weekends. Where an exception is agreed (a weekend push for a launch), it is stated in writing as an exception; an exception never silently becomes the expectation. A fractional engagement averages about 4 hours per working day.
- One nominated time zone governs the engagement. If the Client relocates or the working time zone needs to change, it is re-nominated within 24 hours and response-window expectations are reconfirmed. Calls are never scheduled outside either party's waking hours without explicit prior agreement.
- Public holidays. The Specialist observes the national holidays officially declared by the government of their country of residence. The full calendar is shared at onboarding, each holiday is notified in advance, and the Client may confirm, deny (worked, with time off in lieu or billing), or bank (defer) each one. The governing rules, notice periods, and compensation mechanics are in the AIS Holidays Policy, provided with this document at onboarding.
- Personal and casual leave is coordinated in line with the Client's own team leave policy, as set out in the AIS Holidays Policy.
Contracted hours are the engagement: a fractional engagement (20 hours per week) is capped at its contracted hours and cannot be worked as a full-time role, and a full-time engagement is 40 hours per week, not more.
Within those hours, REMAP suggests the following guideline, offered in both parties' interest rather than as a hard rule:
Keep recurring meeting load at or below roughly 20 percent of contracted hours (about 8 hours per week on a full-time engagement, about 4 hours per week on a fractional one).
The reason is simple: calls, standups, and recurring meetings consume engagement hours exactly like delivery work. When conversation time grows past this level, it starts to overtake actual development time, and targets slip through no fault of the Specialist or the Client. The Specialist needs time to work, and time to understand what they are building, for the engagement to deliver what it was priced for. Where meeting load trends above the guideline, the REMAP account lead will simply raise it with the Client so meetings, expectations, or hours can be rebalanced early, before delivery is affected.
Every piece of work, plan items and ad-hoc requests alike, moves through the same simple cycle. It is how REMAP engagements run everywhere, and it is why they stay predictable:
- Propose. The Specialist puts the idea or the request's approach in writing: what will be built and why it matters.
- Specify. Requirements are written down, short and concrete, with a definition of done, so both sides are describing the same thing.
- Validate. You review the specification and correct anything that does not match what you meant.
- Go-ahead. You approve, and only then does building start.
- Build and demo. The Specialist builds, then shows you working software, not a status description.
Because every step lands in writing, decisions have a record, nothing depends on memory of a call, and long unstructured meetings become unnecessary by design. The cycle is light: for a small request, steps 1 to 4 can be a single short written exchange on the same day.
When direction changes, the change is written down too. A validated specification is the baseline. Any change to it, and in AI work direction legitimately evolves, is logged as a short written change request and approved by you before building starts. Delivered work always traces back to something you approved, which protects both sides when a feature is questioned later.
¶ Prototype Speed and Production Software
One expectation worth setting honestly, because AI makes it easy to misread:
- First versions appear fast. A working prototype can exist in days. That speed is real, and it is why the week-one tangible outcome is possible.
- Production software is the slower, invisible part. Handling edge cases, securing data, managing errors, testing, and making it hold up under real use is where engineering time goes. A prototype that impresses in a demo and a system your business can rely on are two different deliverables, and the second is what the Specialist builds.
So when something appears quickly, that is the prototype layer. When progress then looks slower, that is robustness being built in, not the work stalling. The daily board and the demos exist so this work stays visible instead of being taken on faith.
REMAP standardises the working toolset so every engagement runs the same way from day one:
| Purpose |
Tool |
Provided by |
| Project management and work items |
Jira. REMAP provisions a Jira project for the engagement as the master board; where your team works in its own tool, a synced or mirrored view is arranged so you always see status in the place you prefer |
REMAP |
| Formal communication and files |
Email, with documents and files shared alongside. Weekly progress updates, specifications for validation, and anything needing a decision arrive here or in Jira |
Both parties |
| Meetings |
Google Meet (or the platform nominated in the Service Order Form), for scheduled touchpoints: kickoff, reviews, and any agreed recurring call. Every meeting is recorded, with notes capturing decisions and next steps filed to the board, so nothing rests on memory of a call. Day-to-day chat in your team's channel is welcome, but requests and decisions always land in Jira or email |
Per engagement |
| Not a channel |
Personal messaging apps (WhatsApp and similar) are not support channels. A request arriving there is moved into Jira or email before it is acted on |
|
| The Specialist's AI tooling |
Claude, provided by REMAP as part of the service, at no cost to you |
REMAP |
| Your team's AI accounts and product AI |
Your own accounts (your team's AI seats, API keys inside your products), per the Tooling and Subscription Costs section below |
Client |
These three lines hold for the life of the engagement, on both sides:
- One team. The Specialist serves the team they were placed with and does not get pulled onto other teams.
- Augment, never displace. The Specialist is not a mechanism for replacing the Client's developers. They augment the Client's people.
- Strategy stays with REMAP's CEO. What is strategically right for the business requires ROI modelling and a business-wide view. That responsibility sits with REMAP's CEO, not with the embedded Specialist.
The model, plainly: the Specialist leads the build and works directly with your team. Requirements, validation, and acceptance happen between you and the Specialist through the delivery cycle above. Your REMAP Account Lead stands behind the Specialist, not in front of them: planning the engagement with you, running the scheduled reviews, handling scope and commercial questions, and stepping in to help manage a milestone where your team wants the support. REMAP's CEO is involved at the strategy session, the scheduled reviews, and by exception through the Account Lead.
Who to contact for what, so nothing waits in the wrong inbox:
| Topic |
Contact |
| Day-to-day delivery, tasks, technical questions |
The AI Specialist |
| Scope, priorities, workload, concerns, anything about the engagement |
The REMAP Account Lead |
| Strategy, roadmap, business-wide AI direction |
REMAP's CEO (via the strategy session, quarterly reviews, or the CEO Engagement Add-On) |
| Billing and invoicing |
The REMAP Account Lead |
- The Specialist posts a short daily update on the Jira board, every working day without exception: done, doing today, blockers, and anything needed from you.
- The Specialist also sends a weekly progress email: done, next, blockers, written for a non-technical reader.
- Work items, requests, and decisions land in Jira or email per the Tools and Platforms section, so everything agreed has a written record. The board is the single source of truth for status; there are no parallel copies.
- Issues are flagged before they become problems, in both directions.
- During working hours, messages are acknowledged the same business day on both sides; this is a courtesy standard, not a service level agreement.
- The Client provides the Specialist with reasonable access to the systems, tools, documentation, and personnel needed for the work within 5 business days of the start date, per the Service Order Form.
- If access is not ready, the Specialist raises it the same day and REMAP escalates within 24 hours. The Specialist will always be given useful preparatory work in the meantime where possible, but engagement hours run from the start date; delay caused by missing access does not extend the month.
¶ Reviews and Surveys the Client Takes Part In
| Touchpoint |
When |
What it needs from the Client |
| AI Adoption Pathway surveys |
Before day one |
Completed by the Client's team; they unlock the strategy session |
| Pre-start strategy session |
Before day one |
Attendance by the Client's decision-maker |
| Engagement kickoff |
Within 5 business days of start |
Client primary contact attends; hours, tools, cadence, and first target locked |
| Month-1 performance review |
30 days after start |
Client feedback on the engagement; replacement or exit rights attach here |
| Quarterly Pathway review |
Each 3-month anniversary |
Work reviewed against the plan, queue reprioritised for the next quarter |
These touchpoints are part of the service working as designed; they are effective only with Client participation.
- Delivered means you can see it working. The Specialist delivers each item with something your team can verify directly: a live link, a working demo, or a short recorded walkthrough, checked against the specification you validated. Your team reviews and accepts the work; that direct relationship is the point of the service.
- Delivered work is shown to the Client continuously: the daily board update, the weekly email, plus demos of working software as plan items complete.
- The Client is asked to review and respond to delivered items within 5 business days so feedback lands while the work is fresh.
- Silence does not stop delivery: if no feedback arrives in the window, the Specialist proceeds to the next plan item and the delivered work is revisited at the next review touchpoint.
- Client-side costs sit with the Client. AI subscriptions, API usage, hosting, and third-party licences used to build and run the Client's own solutions run on the Client's accounts at the Client's cost. This also means the Client keeps full ownership and control of those accounts when the engagement ends.
- The Specialist's own working tools are REMAP's responsibility: the Specialist's development environment, their Claude access, and the engagement's Jira project are provided by REMAP and not billed to the Client.
- Any tool or subscription the Specialist recommends purchasing is proposed to the Client with the cost stated before anything is committed.
¶ Data Security and Confidentiality
- The Specialist keeps Client information confidential during and after the engagement.
- Client credentials and data are handled through the Client's own systems and accounts wherever possible; secrets are never stored in personal or unmanaged locations.
- Access granted to the Specialist is scoped to what the work requires, and the Client may revoke it at engagement end.
- For compliance-sensitive engagements (GDPR, Australian Privacy Act, or similar), a Privacy and Data Addendum is available and forms part of the Agreement where executed.
The binding detail is in the Service Agreement; this is the summary:
- Not satisfied? Say so at any time. The Client can request a replacement Specialist at any point in the engagement, not only during the initial period, at no additional cost.
- Replacement targets: 7 to 10 business days where a suitable candidate is already in the REMAP pool, within 30 calendar days where new sourcing is required, with an interim REMAP team member stepping in where possible.
- Month-1 review exit right: if the first review shows the engagement is not meeting expectations, the Client may elect a replacement or give notice to exit at the end of month 3.
- Coverage guarantee: if no Specialist is available for a period, the fee is prorated.
Direct hire, in plain language: if the Client wishes to hire the Specialist directly, there is an agreed buyout path in the Service Agreement (clause 6) rather than a prohibition. Speak to the account lead first; nobody should discover that clause by accident.
The Specialist never rules on scope alone, and the Client never needs to argue scope with the Specialist:
- The Specialist reaches back. Any request at the edge of the role (strategy, another team, off-plan work, stacked meetings) goes to REMAP, and the Specialist continues committed work in the meantime.
- The account lead responds within 2 business days. REMAP raises it with the Client and the outcome is one of three: the request is confirmed as in scope and proceeds, the workload is rebalanced, or the request is converted into a separately agreed extension the Client can accept or decline.
- Repeated boundary pressure is placed on the agenda of the month-1 review or the next quarterly review and resolved there.
This process protects both parties: the Client's plan work is never silently displaced, and the Specialist is never quietly stretched beyond what the engagement pays for.
Each party confirms they have read and understood this document, including the AIS Holidays Policy provided with it, and agree to operate the engagement within it. This acknowledgment is completed before the Specialist's first day.
CLIENT
Signed: ____________________________________
Name: ____________________________________
Title: ____________________________________
Entity: ____________________________________
Date: ____________________________________
AI SPECIALIST (Assigned Engineer)
Signed: ____________________________________
Name: ____________________________________
Date: ____________________________________
REMAP (Private AI LLC), issuing party
Signed: ____________________________________
Name: ____________________________________
Title: ____________________________________
Date: ____________________________________
REMAP AI · Private AI LLC · Confidential