Clause 7.4: Customizability
Customizability describes how far the AI service can be changed at the user's request.
What clause 7.4 is
Customizability describes how far the AI service can be changed at the user's request. It is narrower than service adaptability: it is the user-directed part. The record has to show what can be changed, who approves it and what is re-evaluated afterwards.
What the 2023 edition said
No equivalent.
What the second edition changes
New in the second edition, as a sub-characteristic of service adaptability.
The FDIS text is not public. The change line above is read from the public draft, which is not the FDIS and may differ. No clause level diff is invented here. The ISO stage record is the authority for the dates.
Why it matters to the buyer
Customization is where the service meets the customer's context. It is also where a change can quietly invalidate the evaluation, so the approval and re-evaluation route is the substance of the quality. A service that says yes to every request is not flexible; it is uncontrolled, and the customer inherits the risk.
What to write in the requirement
Publish a catalogue of what can be customized, with the effect on the evaluation and the approval route. Record each request and its outcome. Re-evaluate after any change that touches the model, the data or the decision logic. State the response time for a request and the reason a request can be refused.
Evidence a reviewer asks for
A reviewer will ask whether a customization can change the system's behaviour without a new evaluation.
- CatalogueThe customization options, the effect of each and the approval required
- Request recordEach request, the decision and the date, including refusals and the reason given
- Re-evaluationThe evaluation repeated after a change that affects the model, the data or the decision, with the result compared to the baseline
Where it commonly fails
- Customization has no catalogue
- A change bypassed the evaluation
- Refusals are not recorded
What to do before publication
Publish the catalogue and the re-evaluation rule before the second edition publishes. The catalogue is also the document that answers a customer asking why a customization is not available, so write the refusals with the same care as the options.
Read across
Source for clause 7.4: ISO/IEC 25059, Clause 7.4, retrieved 20 October 2026. The change line rests on the public draft of the second edition and ISO page 88234. The requirement, evidence and gaps are written from our record. Every source.