The following are intended to provide the policies under which Kronos Professional and Educational Services will operate during the course of a Global customer engagement:

Professional Services:

  1.  Kronos will provide Customers with a Professional Services Estimate or Statement of Work that outlines the project deliverables and provides an estimate for the project scope and cost required to complete the engagement, based upon preliminary information provided by Customer.

  2. Kronos and Customer agree that given the use of estimated times; the Assess Phase of the engagement will be used to determine whether modifications to project scope and cost are required.

  3. Any such modification to project scope and cost will be supported through the generation of a Kronos Change Order that is signed by the Customer (see Change Order Process below).

  4. The original project scope and cost of an engagement will apply until, and if, the Customer signs a Change Order.

  5. The Professional Services Estimate or Statement of Work is valid for one year from the date of signature.

  6. Kronos will invoice the Customer on a monthly basis for all Professional Services provided during the previous month.

  7. Professional Services work will be conducted during normal business hours. Normal business hours will vary by country. Please consult your local Professional Services consultant for normal business hours in your country.

  8. All Professional Services work scheduled to start outside of normal business hours will be billed in full at a premium rate described below. For work to be performed After Hours, on Holidays, or on Weekends, an approved Change Order will be required prior to scheduling (see Change Order Process below). Customers will be charged as follows:   

    1. All Professional Services will be scheduled and billed in 1 to 4 hour increments with a minimum charge of 1 hour.

    2. After Hours

      1. All scheduled work will be billed at 1. 5 times the current contract rate by role.

      2. After Hours will vary by country. Please consult your local Professional Services consultant for after hours in your country.

    3. Weekend

      1. All scheduled work will be billed at 2.0 times the current contract rate by role.

      2. Weekend schedules will vary by country. Please consult your local Professional Services consultant for normal business hours in your country.

    4. Holiday

      1. All scheduled work will be billed at 2.0 times the current contract rate by role.

      2. Holiday‘s recognized will vary by country. Please consult your local Professional Services consultant for holiday’s observed in your country.

    5.      Onsite Support requiring Travel:

      1. All travel time (portal to portal) will be billed at the current contract rate by role.

      2. Expense reimbursement is pursuant to the agreement covering such Professional Services between the customer and Kronos.

      3. Travel time above two hours in any one direction will be billed at the current contract rate by role.

  9. Kronos requires notification for the cancellation or rescheduling of Kronos personnel. Customer will be charged for failure to meet the following notification requirements:

    1. 2 business days prior to scheduled work — 50% of planned charges are invoiced for scheduled work.

    2. 1 business day prior to scheduled work — 100% of planned charges are invoiced for scheduled work.

    3. Business days are Monday, Tuesday, Wednesday, Thursday, and Friday, excluding holidays.

 
Here is an example:

  • Work is scheduled for Wednesday, 1p- 5p (4 hours)

  • Customer cancels on:

    • Friday — no penalty

    • Monday — 50% of planned charges are invoiced (2 hours)

    • Tuesday — 100% of planned charges are invoiced (4 hours)

Here is a holiday example:

  • Work is scheduled for Wednesday, 1p- 5p (4 hours)

  • Customer cancels on:

    • Thursday — no penalty

    • Friday — 50% of planned charges are invoiced (2 hours)

    • Monday — holiday; doesn’t count as "business day"

    • Tuesday — 100% of planned charges are invoiced (4 hours)

Change Order Process:

  1. All changes to the original, signed Professional Services Estimate or Statement of Work will be initiated by the Kronos Project Manager and reflected through the use of a Change Order, approved and signed by the Customer.

  2. A change of project scope and cost, resulting in a Change Order, could result from: an increase or change to project deliverables, customer allocated time, customer scheduling changes, technology limitations.

  3. The last authorized Professional Services Estimate or Statement of Work, including any previously approved Change Orders, will prevail until amended by a subsequent approved Change Order.

  4. Unless otherwise addressed within these policies, the hourly rate(s) quoted within a Change Order for work to be performed within normal business hours will be consistent with that contained within the original Professional Service Estimate or Statement of Work, if such Change Order is executed during the course of the original engagement, or within one (1) year of the signing of the original Professional Services Estimate or Statement of Work, whichever is earlier.

  5. In instances where specialized resources are requested, but not contained within the original Professional Services Estimate or Statement of Work, the quoted rate will be established at Kronos’ then current rate for such requested services.

 
Travel:

  1. Travel expenses will be charged pursuant to the agreement covering such Professional Services between the customer and Kronos.

  2. In certain instances specialized resources may be used that require the payment of airfare, lodging and related travel expenses. Customers shall be made aware of any such instance during the sales or Change Order process.

  3. Customer is responsible for travel costs for employees attending training at a Kronos location.

  4. Customer is responsible for travel and related costs for a Kronos trainer providing instruction at the Customer location.

Educational Services:

  1. All Instructor-led Educational Services classes will be held at a Kronos facility, or via the Kronos Virtual Classroom (if offered in that modality), unless Customer has purchased onsite location training.

  2. Kronos requires notification of cancellation from an Instructor-led class. Customer will be charged for training upon failure to meet the following notification requirements:

    1. For any PUBLIC course held in the traditional classroom or in the virtual classroom: Attendees must cancel at least five business days before the class start date to avoid cancellation fees (equal to the cost of the course). Student substitutions can be made at any time as long as prerequisites have been met.

    2. For any PRIVATE course held at a customer site, in the traditional classroom, or in the virtual classroom:Attendees must cancel at least ten business days before the class start date to avoid cancellation fees (equal to the cost of the course). Student substitutions can be made at any time as long as prerequisites have been met.

  3. Kronos reserves the right to cancel classes up to five business days before the scheduled start date for public courses held in a Kronos Traditional Classroom (KTC) and up to two business days before the scheduled start date for public courses held in a Kronos Virtual Classroom (KVC) due to lack of enrollment or any other unforeseen circumstances.

  4. Educational Services purchases are valid for one (1) year from the date of signature. Educational Service purchased but not used within this one year period will expire.

  5. All training course delivery scheduled to start outside of normal business hours will be billed in full at a premium rate described below. Customers will be charged as follows:

    1. After Hours 

      1. There will be a 1.5 times premium in either per student public or per class private day rates.

      2. After Hours will vary by country. Please consult your local Educational Services trainer for after hours in your country.  

    2. Weekend

      1. There will be a 2.0 times premium in either per student public or per class private day rates.

      2. Weekend schedules vary by country. Please consult your local Educational Services trainer for after hours in your country.

    3. Holiday

      1. There will be a 2.0 times premium in either per student public or per class private day rates.

      2. Holidays recognized will vary by country. Please consult your local Professional Services trainer for holidays observed in your country.  

    4. Onsite Support requiring Travel:

      1. All travel time (portal to portal) will be billed at the current contract rate by role.

      2. Expense reimbursement is pursuant to the agreement covering such Educational Services between the customer and Kronos.

      3. Travel time above two hours in any one direction will be billed at the current contract rate by role.

Travel:

  1. Travel expenses will be charged pursuant to the agreement covering such Professional Services between the customer and Kronos.

  2. In certain instances specialized resources may be used that require the payment of airfare, lodging and related travel expenses. Customers shall be made aware of any such instance during the sales or Change Order process.

  3. Customer is responsible for travel costs for employees attending training at a Kronos location.

  4. Customer is responsible for travel and related costs for a Kronos trainer providing instruction at the Customer location.

 
Other Policies:

  1. Kronos personnel working at the Customer site shall have access to necessary infrastructure (servers, network, etc.).

  2. In instances where Kronos personnel are working remotely access will be granted through the use of industry standard tools (DTS, GoToMyPC, PCAnywhere, etc.).

  3. Customer agrees to not hire any Kronos employee who has performed services under the Agreement for a period of one-year after the completion of such services.

  4. All required system administration, maintenance, backups, tuning, etc., is the responsibility of the Customer.

  5. Customer Data: To perform the Implementation and to provide support after completion, Kronos may need to access and retain information regarding your employees and business organization. Kronos will take all reasonable steps to limit and safeguard the security of this information. We may make recommendations to enhance your organization’s procedures for securing your data - these recommendations are intended to enhance the security of any sensitive information that is provided to us. However, there are no guarantees that they will ensure the security of your information, nor should Kronos' actions be viewed as the only safeguards necessary. The security of your data is ultimately your responsibility.