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.