# On-Site Service/Support Resource Commitment Policy

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.