Go-live is a date on a plan. Day two is every day after it, and it never appears on the plan at all. Deployments that clear security review, budget and pilot sign-off still stall on one sentence a CIO says in the last meeting: if it runs on our own infrastructure, we have to staff it, and we do not know who to call. That sentence has a three-part answer.
Day Two Operations
Who Owns an AI Deployment on Day Two,
and How Do Updates Arrive?
The three owners to name before go-live, the difference between how a new build reaches a device and what your license entitles you to, and the escalation path worth settling in writing.
Built from real buyer questions in our sales meetings
Direct Answer
Name three owners before go-live: user questions, updates, and the data sets. Iternal answers the first commercially. The enterprise edition of AirgapAI includes tier one, tier two and tier three phone and chat support in every geography, with escalation set by your reseller — routed to them first, or with them looped into the thread.
The limit: Iternal is a small company and does not carry global enterprise-scale support alone. That tiered coverage runs on a partner organization, so establish whose service agreement stands behind it. Model updates are pull-only, which makes model currency a standing task on your side. And the update path has failed in the field: a published update once failed to reach the installed application because of an updater bug, and a Windows install left the previous version and its shortcut in place. Confirm the running version after every update.
Delivery and entitlement are two questions taking two answers. AirgapAI checks an update server on launch and prompts the user to download the new build; the URL it checks can point at a file share inside your own network, or the check can be switched off and the executable distributed by the tooling you already run. Separately: the license is perpetual and tied to the device, published updates are included, and Iternal charges no annual maintenance fee on it.
Day two here is a staffed job, not an automatic one. The software will not rebuild a data set, fetch its own model, or raise its own ticket. For more information on installing the software, visit the install and onboarding page; for keeping a data set current, visit the corpus currency page.
What Support Comes With It, and With Which Edition
Support is a product decision before it is a service. The enterprise edition of AirgapAI carries tier one, tier two and tier three phone and chat support, bundled with imaging assistance, implementation, onboarding and training, on a three-year service term that can be extended. Phone support and white-glove installation arrive with that packaged edition rather than the base license, so price the edition you intend to run. Iternal charges no annual maintenance fee on AirgapAI, which puts support and published upgrades inside the one-time price instead of on a renewal invoice.
Who answers the phone. Iternal is a small company and does not deliver global enterprise-scale support on its own; coverage across APJ, EMEA and the Americas comes through a global support partner. Escalation is then set at the reseller’s discretion, either to their hotline first or with them looped in. Both are legitimate, and the choice decides how many hops sit between a broken laptop and an engineer. For more information on handing that standing work to an outside team, visit the AI managed services page.
How Updates Arrive, and What You Are Entitled To
Buyers ask one question and mean two. “Do we get updates?” folds a delivery mechanism and a contract entitlement into one sentence, and the two carry separate owners:
| The question | What it governs | Where Iternal stands today |
|---|---|---|
| How does a new build reach the device? | Delivery mechanism | AirgapAI checks an update server on launch and prompts the user to download the new version. The URL can be repointed at a file share inside your network, or switched off for central IT control. |
| Do we get the next major version? | Upgrade entitlement | A one-time perpetual license tied to the device, no monthly fee and no annual maintenance fee. Published updates are included, and customers buying today or already running AirgapAI receive version two. |
| Who answers when it breaks? | Support term | Tier one to tier three phone and chat support in the enterprise edition, on a three-year term. The license is perpetual and keeps working afterwards, so the clocks run independently. |
The model tier is yours to move. Releases publish roughly once a quarter, sometimes closer to every six months. AirgapAI does not update local models itself, though, and Iternal operates no push mechanism for them: the model moves independently of the application, which is why nobody else will.
Confirm the running version afterwards. A published update once failed to reach the installed application because of an updater bug, and a Windows install left the previous version and its shortcut in place, so users kept launching the old build. Newer releases show version numbers in the application: make a version check the last step of the rollout.
Pin it down: questions for your evaluation
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Which edition are we buying, who answers the phone in our region, and under whose service agreement?That the proposed support model matches the license line on the quote.
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How long does the support term run, and how long do upgrades stay included for this device?Two dated clocks in the agreement rather than one inferred from the other.
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Can the update location point at a file server inside our network, and can the check be disabled?That a sealed or centrally managed estate stays current without an internet route.
Three Owners to Name Before Go-Live
The objection is common and fair. Buyers put it to us in nearly the same words: if it is on premise we physically have to have someone to manage it, and who do they call when something breaks. The answer is a table, not a reassurance:
| Day-two job | What it involves | Who can own it |
|---|---|---|
| User questions | How do I do this; why will the app not open. | Iternal, through enterprise-edition tier one to tier three support, escalating to or through your reseller. |
| Application patching | Getting each published build onto the machines that need it. | Your IT team. Iternal publishes the build; you distribute it from the update server, a file share, or your existing tooling. |
| Model currency | Moving newer model versions onto devices. | You. Models are pull-only and move independently of the application. |
| Data-set maintenance | Rebuilding a data set when its source material changes. | You or a partner. Partners sell a quarterly governance service that keeps blocks clean and data sets accurate. |
Iternal is deliberately not the services company. Iternal builds software and relies on partners to wrap consulting, implementation and ongoing operations around it, delivering the implementation itself when scale allows. Choose during procurement, because the default is that the work lands on whoever sits nearest the laptop.
Ask for the responsibility matrix. An Iternal statement of work carries an appendix setting out every party’s responsibilities. Read it before signature and put the four rows above into it by name. Day two is a standing load rather than a calendar of events, which is why an unassigned row stays unassigned until something breaks.
How What Is Coming Gets Communicated
Every evaluation eventually asks the same forward-looking question in a dozen shapes: is that in the product yet, and when does it ship? Iternal answers those directly, publishes release notes shortly after each build, and notifies customers of new releases through a distribution list. One policy sits behind it: an important customer never receives a version that has not been through rigorous review.
The limit: no published planning document exists to work from. Partners have asked and it is not there today. Adopt a standing position instead. Buy the product that runs today, and treat anything unshipped as commercial upside rather than part of the business case. Version two of AirgapAI is available now and reaches customers already running it; an offline agentic coding application is in early access; live translation and video input are not in the product yet.
Pin it down: questions for your evaluation
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Per capability we are counting on: does it ship today, sit in early access, or remain planned?Which parts of the business case rest on software that exists, and which rest on intent.
How a Disconnected Deployment Gets a New Version
A sealed machine cannot phone anyone, which makes the update question sharper rather than unanswerable. Iternal describes three routes to a new build, and a deployment picks by its isolation level:
- The cloud update service. The default without full isolation: the app pulls from a standard URL, notifies the user, and downloads on confirmation.
- A file server on your own network. The scanned executable sits on an internal file share behind the firewall and the updater configuration points at that address. No other infrastructure is required.
- A manual transfer for a full air gap. With the check switched off, the executable is downloaded outside the enclave and carried in, which makes removable media a workable answer for systems that never see a network.
Set the notification path separately from the transfer path. A sealed site cannot be told about a release by the software itself, so notice arrives through the partner or from Iternal. The installer asks permission to contact the update server and that request can be declined. Iternal recommends an update roughly every three months for disconnected deployments — a cadence a person owns and calendars.
Answered elsewhere
- Getting the software onto a machine and through first run — see the install and onboarding page.
- Distributing across a large managed estate — see the fleet rollout page.
- Servers, silicon and how much a deployment needs — see the sizing page.
- Rebuilding a data set when its source changes — see the corpus currency page.
- The wider set of decisions in standing this up yourself — see the deployment guide.
FAQ
FAQ: Support, Updates and Day-Two Ownership
The enterprise edition of AirgapAI includes tier one, tier two and tier three phone and chat support, with imaging assistance, implementation, onboarding and training, on a three-year term that can be extended. Phone support and white-glove installation come with that edition, not the base license.
Yes. AirgapAI is a one-time perpetual license tied to the device, with no monthly fee and no annual maintenance fee, and published updates are included — customers buying today or already running it receive version two. Date the support term and the upgrade window separately.
Yes. Iternal describes three routes to a new build: the cloud update service, a file share inside your own network with the updater configuration pointed at it, and a manual transfer of the scanned executable for a full air gap. Notice of a release travels separately.
The enterprise edition routes user issues into tier one through tier three phone and chat support, escalating at your reseller’s discretion. Iternal is a small company and does not carry global enterprise-scale support alone, so that coverage runs through a global support partner. Name the party before signature.
Iternal answers capability questions directly, publishes release notes shortly after each build, and notifies customers of releases through a distribution list. No published planning document exists today, so ask per capability whether it ships now, sits in early access, or is planned.
Settle Day Two While You Still Have Leverage
Every answer here can be written down before a purchase order moves: the edition, the party behind the escalation path, the two dated clocks, the update location, and a named owner for each day-two job. Ask now and they are terms. Ask after go-live and they are favors.