StarShip Shipping Software Support Services Rescheduling Policy

StarShip Service Rescheduling Policy

Customers are responsible for timely performance of responsibilities and preparation requirements outlined in the SOW. If you are unable to make a scheduled appointment, you may reschedule your appointment up to 48 hours prior to your scheduled time. Any rescheduling done within 48 hours of a scheduled appointment time will result in the reduction of the total time allocated for that scheduled appointment from the prepaid project time balance.

StarShip On Hold Projects

If a project must be placed in hold status during execution due to some unforeseen circumstance, it is the customer’s responsibility to communicate the following to the assigned Implementation Specialist:

  • Reason for hold and estimated resume date
  • Initiate contact to reactivate and continue the project

Important Note: the anticipated lead time for rescheduling projects is 6+ weeks, depending on current schedule availability.

StarShip Dormant Projects

Active customer engagement, responsiveness and communication with the Implementation Specialist is critical to the success of your project.  A project will be considered in dormant status under the following conditions:

  • Project is NOT in hold status
  • Primary contact is unresponsive to follow-up requests or inquiries from the project team for greater than 2 weeks

Dormant projects will incur a $500.00 reinstatement fee and can expect a lead time of 6+ weeks to re-schedule.  If the project is dormant for 3 months, it will be considered an aging project and will be automatically closed/archived. Resuming an aging project will require a new project be opened and this will be subject to additional discovery and consulting fees.