What is the Professional Services framework?
Implementation work delivered within your agreed Onboarding or Renewal scope, and any change requests raised during your 45-day Hypercare window, are fully covered — no caps, no charges. Requests raised beyond that window are handled as Professional Services: each one is scoped upfront, priced transparently, and invoiced on delivery, so you always know what you're getting and what it costs before it's billed.
What's covered for free?
- Implementation within your agreed Onboarding/Renewal scope
- Any change request during your 45-day Hypercare window — no caps, no charges
- Self Serve requests (up to 6 hours of effort) — always complimentary, regardless of timing
How is a request priced?
Every request is assessed for effort and complexity and placed into one of five categories. Four categories — Self Serve, Moderate, Complex L1, and Complex L2 — have fixed, published pricing, so you know the cost upfront. Requests beyond 36 hours of effort fall under Custom Work and are priced individually based on scope. See the Service Category Guide for full category details and pricing.
When am I billed?
For Self Serve, Moderate, Complex L1, and Complex L2 requests, you're invoiced on delivery — once the work is completed and closed. For Custom Work, pricing is agreed upfront as part of the Scope of Work, and work only begins once you've accepted that scope and pricing in writing.
How does the Custom Work process work?
Custom Work covers requests beyond 36 hours of effort — things like multi-system integrations, full platform rebuilds, or architecture-level redesigns. It follows four steps:
A formal SLA is still being finalised; the timelines below are the interim commitment standard, applied across all categories. Acknowledgement of every request happens within 1 business day of being raised.
Category | Effort | Acknowledgement | First Progress Update | Expected Delivery |
Self Serve | Up to 6h | 1 business day | Within 2 business days | Within 3 business days |
Moderate | Up to 12h | 1 business day | Within 2–3 business days | Within 4–5 business days |
Complex – L1 | Up to 24h | 1 business day | Within 3–4 business days | Within 5–7 business days |
Complex – L2 | Up to 36h | 1 business day | Within 4–5 business days | Within 7–10 business days |
Custom Work | Beyond 36h | 1 business day | Within 5–7 business days of commencement | As per agreed Scope of Work |
What happens if my request is going to be delayed?
If delivery is projected to exceed the committed timeline, our team will proactively reach out with a revised estimate before the original deadline — you won't be left waiting without an update.
Who works on my request?
The team scales with the complexity of the request:
- Self Serve: Implementation Specialist
- Moderate: Implementation Specialist + Technical Consultant
- Complex L1: adds a Solutions Architect
- Complex L2: adds Customer Success
- Custom Work: adds Quality Assurance, alongside the full team above
I'm not sure which category my request falls under — what should I do?
Raise it through the
support portal or speak with your Customer Success Manager. Our team will review the request, confirm the applicable category, and share pricing (if applicable) before any billable work begins.