Professional Services Framework

Professional Services Framework

Overview

Every Meritto implementation is delivered in full against the scope agreed during your Onboarding or Renewal, and is followed by a 45-day Hypercare window — a dedicated period after go-live to support any adjustments, refinements, or changes you need as your team settles into the platform. During this window, change requests are covered with no caps and no charges.

Institutions naturally keep evolving after that — new processes, new requirements, new ideas. To support that ongoing need in a structured, transparent way, requests raised beyond the Onboarding/Renewal scope and the Hypercare window are handled as Professional Services: each request is assessed, scoped, priced upfront, and delivered against a committed timeline.

This section covers everything you need to know about how that works.

What's Always Free

  1. Implementation delivered within your agreed Onboarding or Renewal scope
  2. Any change request raised during your 45-day Hypercare window — no caps, no charges
  3. Self Serve requests (small changes, up to 6 hours of effort) — always complimentary, any time

Explore The Details

  1. Service Category Guide: Understand the five service categories, what falls into each one, the effort and pricing for each, and the team involved in delivering your request.
  2. Billing & Invoicing FAQs: Answers to common questions on how requests are priced, when you're billed, delivery timelines, and how Custom Work is scoped and quoted.
Have a request you're not sure how to categorise? Raise it through the support portal or speak with your Customer Success Manager — our team will review it and confirm the category and pricing (where applicable) before any billable work begins.

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