Monitoring and Maintenance Policy

Aidenn's performance is monitored in real time. Key metrics include:

• Diagnostic accuracy (precision/recall compared with human-engineer assessments).
• Response time and latency.
• User satisfaction scores.
• Error rates across different property types, languages, and demographics.

Disparities in error rates will trigger investigation and remedial action.

Quarterly audits are conducted to evaluate:

• Model performance against baseline metrics.
• Fairness across user groups.
• Compliance with data protection and security policies.
• Adherence to human oversight procedures (engineers confirm or override AI suggestions).

Results are documented and shared with the compliance team.

An incident-response plan is in place. When a model output causes or risks causing harm (e.g., misdiagnosed gas leak), operations staff must:

1. Log the incident in the incident register.
2. Notify the compliance team and suspend the model if necessary.
3. Notify affected users if there is a risk to their safety.
4. Conduct a root cause analysis and implement corrective measures.

• Scheduled retraining: The model is re-trained at least once per year or when monitoring identifies performance drift.
• Data quality checks: New training data must meet quality, consent, and diversity criteria. Sensitive data and protected attributes are excluded.
• Version control: Each model version is documented with training data sources, performance metrics, and deployment date. Previous versions are retained for audit.

• Users can submit feedback via the app, or email.
• Complaints about AI decisions will be acknowledged within 5 working days and resolved within 30 days, as required by the DUAA.
• Complaints trigger a human re-evaluation of the relevant decision and may prompt model retraining or policy updates.

• Call recordings and diagnostic data: Retained for 24 months or until the repair is resolved, whichever is later. Afterward they are anonymised or deleted unless a legal obligation requires longer storage.
• Account data and invoices: Retained for six years to comply with contract and tax law.
• Users may request deletion of their personal data at any time. Deletions or anonymisation are performed promptly.