Three years ago I commissioned a mid-size residential project — 220 devices, three lines, full KNX Secure, visualisation. Clean installation. The client was happy.
Six months after sign-off, they wanted the cinema room logic restructured. Different scene triggers, new DPT 17.001 scene mapping, a full rework of the presence detector group addresses. Four hours of ETS work.
The functional specification existed in three separate email threads. There was no document with their signature saying 'this is the agreed logic structure, changes are quoted separately.'
That project is why the Scope Shield exists. The Maintenance SLA came from watching recurring revenue sit uncollected in my install base. The Passport came from a client who sold their house, and the new owner called a competitor.
— Built by an integrator, not a marketer.