On-Site Service/Support Resource Commitment Policy

Billing and Invoice Information

This policy outlines the binding financial commitments associated with the mobilization of technical resources for on-site service calls. It is designed to ensure resource availability and to transparently define the cost structures for both scheduled and unscheduled service events.

5.1. Defining Resource Mobilization

For invoicing purposes, the point at which a service request becomes a firm, billable commitment is defined by the mobilization status of the assigned technical resource.

• A. Standard Mobilization (During Contractual Service Hours): A resource is considered "mobilized" at the moment they begin billable work in response to a dispatch request. This includes, but is not limited to:

  • Preparation Time: Time spent gathering necessary tools, inventory, or parts required for the service call.

  • Diagnostic & Research Time: Preliminary work to diagnose the issue or research a solution prior to departure.

  • Travel Time: The physical act of traveling to the client site.

• B. Full Commitment (Outside Contractual Service Hours): For service requests that fall on Holidays, Weekends, or outside of contractual service hours, the billable event is defined as the "Full Commitment Point." This point is reached at the moment Yama Industrials formally accepts and acknowledges the dispatch request. This action immediately allocates the premium resource and triggers the associated minimum invoice period.

5.2. Cancellation Fee & Service Commitment Schedule

The application of fees is determined by the timing of the cancellation request relative to the resource's mobilization status.

• A. Cancellation Following Full Commitment: Full Minimum Invoiced

  • If a service call dispatched outside of contractual service hours is canceled at any time after the Full Commitment Point has been reached (per section 5.1.B), the full 4-hour minimum fee at the "Holiday / Urgent After-Hours" rate of 4.0x will be invoiced.

  • Due to the immediate allocation of premium resources, no grace period is applicable in this scenario.

• B. Cancellation During Standard Mobilization (Contractual Hours):

  • Standard Cancellation Fee ($49.99): This fee applies if a service call is canceled prior to Standard Mobilization (per section 5.1.A).

  • Late Cancellation / Turn-Away Fee (2-Hour Charge): This fee, equivalent to a 2-hour charge at the appropriate service rate, applies if the client cancels the request after the technician has been mobilized but before their arrival on-site.

  • Full Minimum Invoiced (Arrival On-Site): If the technician arrives on-site and is then turned away, the full 2/4-hour minimum on-site fee for that service period applies and will be invoiced.