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 24 hours prior to your scheduled time. Any rescheduling done within 24 hours of a scheduled appointment time could be subject to a rescheduling fee. The rescheduling fee amount will be determined by a calculation equal to the current hourly billed rate multiplied by the number of hours for which the appointment was scheduled. This fee is required to be paid prior to establishing a new appointment time.
StarShip Dormant Projects
Active customer engagement, responsiveness and communication with the Implementation Specialist is critical to the success of your project. The project will be considered dormant status in cases where the customer is unresponsive to follow-up requests or inquiries from the project team for longer than 2 weeks, unless the project is in an agreed-upon hold status. Dormant projects will incur a $500.00 reinstatement fee and can expect a lead time of up to 4 weeks for re-scheduling. If the project is dormant for 3 months, it will be automatically closed/archived. If the customer wishes to resume a project closed due to dormancy, a new project will be opened and this will be subject to additional discovery and consulting fees.