TERMS FOR MANAGED SERVICES

By purchasing a Managed Services package, the customer agrees to the following:

A Managed Services bundle is purchased for 1 year at a time, renewing automatically at the renewal date of the AskCody subscription, and can be cancelled and terminated on the same terms and conditions as an AskCody subscription (See general Terms and Conditions).

To deliver the Managed Services on the highest possible standards we put on ourselves, and as you would expect, we will have to allocate resources and competencies accordingly. All time used on providing the services planned with the customer, is registered and reported accordingly.

AskCody Managed Services is ultimately governed by AskCody standard Terms of Services, and the specific terms for the Managed Services, will be applied to the standard Terms of Services as an appendix.

 

1. Scope of Services

 

AskCody agrees to deliver the services described in the selected Managed Services package within the allocated annual service hours.

Service hours include all activities performed by AskCody, including but not limited to platform health checks, configuration, training, integration assistance, and consultation. Managed Services does not include priority support.

Managed Services provide customers with a proactive approach to supporting and maintaining their AskCody platform, extended the AskCody Premium Support program, ensuring maximum efficiency and value from the solution, shifting the responsibility for operating and maintaining the AskCody Platform from the Customer to a specialist in AskCody.

Under the Managed Services program, AskCody takes care of the technical, operational, and administrative tasks, allowing customers to focus on their core business priorities rather than platform management, configuration, troubleshooting, etc.

With AskCody Managed Services, customers can rely on a dedicated specialist (and team) to handle the technical complexities and operational demands of their AskCody platform, integrations with the Microsoft ecosystem, setup of rooms, resources, users, rules, roles and business policies.

This ensures a reliable, secure, and high-performing solution tailored to your workplace needs, giving you peace of mind and the freedom to focus on your core business.

Unlike the traditional Basic or Premium Support offering from AskCody, where customers handle setup, configuration, integration, maintenance, and operations, supported by AskCody, Managed Services shift the responsibility for operational oversight, management, configuration, and performance from the customer to a dedicated specialist in AskCody, acting on behalf of the Customer as the extended IT or Applications specialists, operating the Platform.

 

2. Allocation and Usage of Service Hours

 

Each package provides a fixed number of annual service hours (60, 120, or 180).

To ensure efficient delivery, AskCody reserves the right to limit service delivery to a maximum allocation of hours per calendar month, calculated as:

• Tier 1: Up to 5 hours/month.
• Tier 2: Up to 10 hours/month.
• Tier 3: Up to 15 hours/month.

Unused hours in any given month do not roll over to subsequent months.

Customers are encouraged to plan and schedule service requests in advance to optimize their allocated hours.

Usage of hours are being reported accordingly to Appendix 1 to these terms of Managed Services.

 

3. Scheduling and Delivery

 

All service requests must be submitted through AskCody’s designated support channels (e.g., email, portal, or account manager).

AskCody will make every reasonable effort to accommodate service requests, subject to resource availability and the maximum monthly allocation described.

Any requests exceeding the monthly hour limit may be deferred to the following month, provided annual hours remain available.

 

4. Additional Hours

 

If the customer requires services beyond the annual or monthly allocated hours, these may be provided at AskCody’s discretion, subject to resource availability. Additional hours will be billed at the prevailing hourly rate.

Any additional service hours must be approved by the customer in writing before delivery.

 

5. Customer Responsibilities

 

The customer agrees to provide timely access to necessary information, resources, and personnel to facilitate the efficient delivery of services.

The customer is responsible for ensuring that service requests are aligned with their selected package and communicated within reasonable timeframes.

The customer is solely responsible for providing the designated AskCody Specialist an AskCody account and login to the Customers setup and environment with MFA/SSO enabled, with sufficient user rights to perform tasks needed for the Customer. It is the customers responsibility that the designated user is complying with the required security standards and policy for such customer.

Like with raising a support ticket, the use of Managed Services can only be requests by an AskCody User with the user role: “Owner”.

 

6. Limitation of Liability

 

AskCody is not liable for delays or non-delivery of services caused by circumstances beyond its control, including but not limited to failure by the customer to provide required information or resources.

AskCody’s obligation is strictly limited to the maximum allocated hours as defined in the selected package.

 

7. Termination and Refund Policy

 

Either party may terminate the Managed Services agreement accordingly to AskCody’s standard Terms and Conditions.

In the event of termination, the customer will not be refunded for unused hours.

 

8. Amendments

 

AskCody reserves the right to amend these terms of Managed Services at any time, provided such amendments are communicated to the customer in writing under the same terms as governed in the standard Terms and Conditions.

Continued use of the Managed Services after any amendments constitutes acceptance of the revised terms.

 

Appendix 1: Reporting

 

To ensure transparency and accountability, AskCody will provide detailed reporting on service hours used as part of its Managed Services packages. The reporting process will include the following components:

Monthly Usage Summary

At the end of each calendar month, AskCody will deliver a Monthly Usage Summary detailing the following:

• Total Hours Used: Hours spent on services during the month.
• Service Breakdown: A description of the tasks performed, categorized by activity type (e.g., training, configuration, integration support, troubleshooting).
• Remaining Monthly Hours: A summary of hours remaining for the month under the package’s allocated monthly maximum.
• Annual Hours Balance: A running total of remaining annual hours for the package.

Delivery Format: A PDF or email summary sent to the designated customer contact.

On-Demand Reports

Customers can request detailed, ad-hoc reports on service hours used at any time. These reports will include: 

• A task-by-task breakdown.
• Time spent on each activity.
• Remaining balance of hours (monthly and annual).

Turnaround Time: On-demand reports will be delivered within 2 business days of the request.

Alerts for Hour Thresholds

To help customers manage their annual allocation, AskCody will provide proactive alerts when service hour thresholds are reached:

• 50% of Annual Hours Used: A notification will be sent with recommendations for optimizing remaining hours.
• 75% of Annual Hours Used: An alert to assess future needs and, if necessary, consider additional hourly purchases.
• 90% of Annual Hours Used: A final notification to help prioritize essential tasks for the remaining allocation.

Reporting Benefits to Customers

• Transparency: Customers will have clear visibility into how their service hours are utilized.
• Efficiency: Insights into usage trends help customers prioritize their requests.
• Alignment: Reports facilitate discussions on aligning the platform’s support with organizational goals.

This structured reporting ensures customers are always informed about their Managed Services package usage and can make informed decisions about their future needs.