The following are intended to provide the policies under which Kronos Professional and Educational Services will operate during the course of a customer engagement:
  1. Kronos will provide the Customer with a Services Scope Statement (also known as the “Statement of Work” or SOW) 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 the Customer. This Services Scope Statement is an estimate; the Assess Phase of the engagement will be used to determine whether modifications to the project scope or project budget are required.

  2. The Services Scope Statement is valid for one year from the date of signature.

  3. Any changes to the project scope and/or project duration will be reflected through the generation of a Kronos Change Order, which is initiated by the Kronos Project Manager and approved and signed by the Customer.

    1. These changes could be due to an increase or change in project scope or deliverables, insufficient customer resources or time commitment, changes to customer project schedule, or technical limitations.

  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 Services Scope Statement. In instances where specialized resources are requested, but not contained within the original Services Scope Statement, the quoted rate will be established as Kronos’ current rate for such requested services.

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

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

  7. 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

  8. If not hosted by Kronos Cloud Services, all required system administration, maintenance, backups, tuning, etc., is the responsibility of the Customer

  9. 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.

  10. Scheduled Work Policies:

    1. Professional Services

      1. Professional Services work will be conducted during normal business hours, 8:00AM – 5:00PM, Monday through Friday.

      2. 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 4 hour increments with a minimum charge of 4 hours.

          1. After Hours

            1. All scheduled work will be billed at 1.5 times the contract rate by role

            2. After Hours is considered 5:00PM-8:00AM, Monday through Friday

          2. Weekends

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

            2. Weekends are considered 5:00PM Friday through 8:00AM Monday

          3. Holiday

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

            2. Holidays are any Kronos recognized Holidays, which include: New Year’s Day, President’s Day, Memorial Day, Independence Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day.

    2. Education Services

      1. 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 per student for public courses or per class for private day rates

          2. After Hours is considered 5:00PM-8:00AM, Monday through Friday

        2. Weekends

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

          2. Weekends are considered 5:00PM Friday through 8:00AM Monday

        3. Holidays

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

          2. Holidays are any Kronos recognized Holidays, which include: New Year’s Day, President’s Day, Memorial Day, Independence Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day. 

  11. Travel Policies

    1. Customer is responsible for airfare, lodging and related travel expenses for onsite consultants.

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

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

    4. If a Kronos employee is required on-site per the customer request, a minimum of 8 hours will be billed per day.

  12. Cancellation Policies: Kronos requires notification for the cancellation or rescheduling of Kronos personnel as well as the cancellation of Instructor led classes. Customer will be charged for failure to meet the following notification requirements:

    1. Professional Services:

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

    2. Education Services:

      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. Cancellation Policy Example:

      1. Work is schedule for Wednesday, 1p-5p (4 hours)

      2. If customer cancels on:

        1. Friday – no penalty

        2. Monday – 50% of planned charges are invoiced (2 hours)

        3. Tuesday – 100% of planned charged are invoiced (4 hours) 

    4. Cancellation Policy Example with a Holiday:

      1. Work is schedule for Wednesday, 1p-5p (4 hours)

      2. If customer cancels on:

        1. Thursday – no penalty

        2. Friday – 50% of planned charges are invoiced (2 hours)

        3. Monday – holiday, doesn’t count as “business day”

        4. Tuesday – 100% of planned charged are invoiced (4 hours) 

  13. Additional Education Services Policies

    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.

     

For questions, please contact [email protected]