Hour Bank Agreement Product Description
This agreement means that the Customer will pre-purchase a number of consultancy hours for professional work which will be specified later. Such consultancy hours are sold in blocks and priced according to the discount matrix below.
Description of Hour Bank
Outside of the Support Agreement Adonis offers our customers to buy an Hour Bank Agreement. This agreement means that the Customer will pre-purchase a number of consultancy hours for professional work which will be specified later. Such consultancy hours are sold in blocks and priced according to the discount matrix below.
Once purchased, the hours are added to the Customer Hour Bank balance. The Customer must have a positive Hour Bank balance to make use of Professional Services.
All Professional Services are calculated on actuals hours. If any work takes less time to complete than estimated, Adonis will use the actual time. Similar, if the work takes more time to complete than estimated, the Customer will be billed for the actual time.
Estimates and/or quotes are an approximation only and the actual hours may be higher or lower based on the information provided by the Customer during scoping calls and/or other communications. Professional Services are provided strictly on a time and materials basis whether a new block of time is purchased or existing block of time is used. Under no circumstance does an estimate, quote, block of time, etc. indicate that Adonis can deliver the Work Product for a fixed price or within the timeframe originally estimated.
Adonis will charge the Customer for the Services by deducting the actual number of hours spent working on a Professional Services Ticket from the Customer’s hour bank balance.
At the end of each month, Adonis will provide the Customer a summary of all hours the Customer spent on Professional Services during that month, including Ticket numbers and detailed time entry descriptions for all Tickets.
Professional Services
Services that is considered a Professional Service are:
Create new or modify existing Crew List Views
Create new or modify existing Notification Tasks
Create new or modify existing Analytical Views
Create new or modify existing Merge Document SQL statements
Create new or modify existing Custom Exports
Create new or modify existing API Database Views
Create new or modify existing Notification Reports
Create new or modify existing Customized Reports
System Health Check
Upgrade Assistance
Installations for Vessel or Office
System/Error Recovery
Technical Consultancy
Customer Tailored Training
Webinars
General Consultancy
Data and Process Analysis
Data Entry Assistance
Reconciliation and Control Work
Reconfiguration Consultancy
Additional professional services may be mutually agreed upon.
Out of Scope
Software Change Requests are outside the scope of this Agreement.
Prices and discounts
We offer the following discount in the Hour Bank agreement towards the standard hourly rates:
50 hours: 10%
100 hours: 15 %
150 hours: 20 %
200 hours: 25 %
250 hours: 30 %
= or > 300 hours: 35%
Lead Time & Scheduling
The Adonis Professional Services team will provide an estimated lead time to start the engagement based on current work load. This is an estimate; the engagement may start or be completed in less or more time than estimated. A start and/or completion date is not guaranteed or implied. Various issues, questions that arise during the engagement may cause rescheduling or delay the start and/or completion of an engagement.
Process
A request is made by the Customer and a ticket is created.
The request should include as much details and specifications as possible, as well as engagement objectives.
Basic specification/work is described by Adonis in the Scope of Work and/or attached document(s). The Customer provides additional input/information as needed.
The Customer confirms the Scope of Work
Only the Customers Professional Service Approver, or her/his nominated representative, has permission to confirm a billable engagement with Adonis. Adonis shall not proceed with a billable engagement until such confirmation is received from the Customers Professional Service Approver.
The Customer will inform Adonis if a new Customer Administrator is to be appointed.
Adonis will keep the Customer Administrator in copy on all correspondence regarding billable engagements.
Adonis schedules a resource(s) on the Ticket.
Adonis begins the work and will provide progress and ask for assistance/input from the Customer as needed.
Once the initial version of the work has been completed, the Adonis Professional Services Team will update the ticket to a “Waiting on Customer approval” status. If changes are needed, the Customer will update the ticket via email or the Customer Portal.
Once ready to approve, the Customer will inform Adonis accordingly in the Ticket.
Adonis closes ticket and deducts the billable hours from the hour bank.
Customer Responsibilities
It is the responsibility of the Customer to follow standard Quality Assurance (“QA”) practices to validate that the Work Product meets the Customer’s requirements.
The Customer acknowledges and agrees that Adonis shall not be obligated to provide technical support for
non-Adonis software
modifications to the Adonis software made by others than Adonis personnel
any code not part of the base Adonis software product functionality provided by the Customer or any third party
problems associated with software products running on unsupported hardware, operating systems, or third-party software.
The Customer agrees to fulfil the following responsibilities prior to the start of the engagement or during the engagement.
The effort and tasks performed during this engagement are managed and driven by the Customer’s agenda.
Prior to the start of the engagement, the Customer agrees to communicate to Adonis in writing with reasonable specificity the issues to be addressed and the engagement objectives.
Respond within 72 hours after receipt of a quote on a service request.
Customer acknowledges and agrees that Adonis does not represent that all of the identified tasks will be addressed within the estimated time.
Designate a Customer Administrator as the single point of contact to manage the Services.
Designate a Customers Professional Service Approver as the person responsible and with mandate to sign of on estimates and/or quotes
Provide access to the proper environments and to relevant business and technical documentation as required.
Adonis Responsibilities
It is Adonis’ responsibility to:
Respond to a service request within 48 hours. For all jobs, an estimate of hour consumption must be given in the ticket correspondence. For larger service jobs, a formal quote with an estimate of hour consumption and delivery time must be given and accepted by the Customer, before the job is started.
Have adequate resources available to carry out professional services of high quality in a timely manner.
Communicate in a professional way the progress of any service work taken on by the customer, upon initialization, as it progresses, and upon completion. Any possible exceedance of estimated time quantities or timelines must be communicated to the Customer as soon as they are identified.
Provide detailed reporting on time consumption at every month end for all ongoing tasks.
Notify the customer within a reasonable time when the Hour Bank is running empty, so the Customer can fill up the time bank to get continuity and avoid delays with ongoing or new services.
Communications
Communications should be done via a ticket. To communicate with the assigned resource(s), the Customer can reply to the ticket notification email(s) and the assigned resource(s) be notified. The Customer may also update the ticket using the Customer Portal.
Billable Time
All time related to the Hour Bank engagement is billable; this includes but is not limited to email communications, scoping, re-scoping, phone calls, research, etc.
Cancellation
In the event of cancellation of this engagement by the Customer, pre-paid hours are not refundable.