FAQ
Questions a procurement officer asks. Answered straight.
Don't see your question? Ask on a discovery call — we'll answer it live and add it here.
01
Data ownership
The first thing every procurement officer should ask. Same answer in every contract we sign.
- Who owns the data?
- You do — exclusively. Resident records, documents, audit logs, configurations, everything. We're the custodian; the town is the owner. Written into every contract.
- Can we export our data at any time?
- Yes. One-click full export from the staff app, no notice required, no charge, no negotiation. The data model is documented so the export is usable wherever you take it.
- Do you sell, syndicate, or train AI models on resident data?
- No, to all three. Resident records are never sold, syndicated to data brokers, or used for AI training — under any business model. The clause is in every contract.
Q
Q
Q
02
Migration & exit
- We're on Tyler / BS&A / Caselle / Edmunds today. Can you migrate us?
- Yes. Migration paths exist for Tyler, BS&A, Caselle, Edmunds, QuickBooks, and generic CSV/Excel. Migration is flat-rate by source vendor, quoted up front, and runs in staging first — you sign off before cutover.
- How long does migration usually take?
- Most towns are live in four to eight weeks of joint work between our team and yours. We don't drag implementations out — flat-rate scope, fixed timeline.
- What's your exit clause?
- One clause: we hand you a complete encrypted export of every record, document, audit log, and configuration. No penalty, no notice period beyond the contract term, no negotiation.
Q
Q
Q
03
Security & compliance
Full details on the Security page. Highlights below.
- Where does the data live?
- Hosted infrastructure with hourly backups across multiple regions. Backups are encrypted with their own key. We share the current hosting region and infrastructure details on the discovery call so they're part of the written record.
- What about WCAG / Section 508 accessibility?
- Both the staff app and the resident portal target WCAG 2.1 AA on every release. We commission a third-party audit per major release. Section 508 is met by extension.
- Are you SOC 2 Type II certified?
- In progress. Until certification lands, we publish our controls openly on the Security page and answer any due-diligence questionnaire your procurement office sends.
- Do you handle CJIS or other state-restricted data?
- Our security controls are designed against CJIS standards, but we do not yet hold a CJIS-cleared environment. If your jurisdiction stores warrant or incident-report data that must remain inside a CJIS perimeter, raise it on the discovery call so we can scope correctly.
- How is sensitive PII protected?
- Encrypted at rest (AES-256) and in flight (TLS 1.3). Sensitive identifiers — SSN, DOB, account numbers — get an additional column-level encryption layer so an internal breach can't reveal them. Every read and write is logged.
Q
Q
Q
Q
Q
04
Procurement
- Do you respond to RFPs?
- Yes — we respond to well-scoped RFPs where we're a strong fit. Reply within two to three weeks. We're a small team and we'd rather decline a poor-fit RFP than waste your evaluation cycle.
- Are you on a state cooperative purchasing contract?
- Not yet — we're a young company. If your state requires a cooperative vehicle (NASPO ValuePoint, GSA, state-specific cooperatives), raise it on the discovery call. We'll discuss piggyback contracts, sole-source justification, or whatever path your procurement office prefers.
- Can you provide a W-9, Certificate of Insurance, references?
- W-9 and COI on request. References will be available as our customer base grows; until then, the discovery call includes a live walkthrough of the actual product so evaluators can see what they're buying.
- How is your company organized? Who's behind TownAdminPro?
- TownAdminPro is the product. Mehrutherm LLC is the legal entity, organized in Washington State. Founder-led, engineer-staffed. The team that builds the software runs your migration and answers your support emails.
Q
Q
Q
Q
05
Pricing & contracts
Full tier comparison on the Pricing page.
- How is the platform priced?
- Three tiers by town population. Flat annual price. Every staff seat included. No per-module, per-record, or per-user fees.
- How long are contracts?
- Annual by default. Multi-year contracts (2–5 years) include a modest discount and a single fixed written-in escalator. Either way, the exit clause is the same.
- Can we change tiers mid-contract?
- Yes. If your population grows or you want to add modules above your tier limit, we move you up and prorate the difference. Tier downgrades happen at renewal.
Q
Q
Q
06
Implementation & support
- What's the time to go live?
- Four to eight weeks for most towns. Migration runs in staging; you cut over when ready. We don't bill for elapsed time — only for scope completed.
- Do you come on-site?
- Yes. Hands-on rollout and on-site go-live are included in every tier — we come to your office for cutover week. Travel costs (flights, lodging, mileage) are billed at cost; the time isn't.
- What's included in support?
- Email + business-hours support in every tier; 4-hour SLA in the middle tier; 24/7 + 30-minute SLA at the top tier. No per-incident fees, no support overage charges.
Q
Q
Q
07
The product
- Is there a native mobile app?
- Not currently. The staff app and resident portal are responsive and tested on iPads, Android tablets, and phones — field crews typically use tablets in the browser. Native apps aren't on the near-term roadmap.
- Do you have an API?
- An external API is on the roadmap. If you have a specific integration in mind — GIS, accounting handoff, payment processor, identity provider — mention it on the discovery call so we can scope it into the implementation.
- What if you don't have a module we need?
- Tell us. We add modules based on what real towns ask for, not what we guess will sell. If it's adjacent to what's there and reasonable to ship, it gets onto the roadmap.
Q
Q
Q
Question we didn't answer?
The questions specific to your charter, your state's exemption code, the printer in the basement — those get answered live on the discovery call.
Ask on a discovery call