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Key Points
Subscription Specifics
- Subscription Basis: The subscription is specific to individual projects rather than to client accounts.
- Payment must be made through credit card subscriptions only, with no alternatives for invoicing or other payment methods permitted.
- All services are prepaid, and no refunds shall be provided..
Service Requests and Approvals
- Request Submission: Clients shall submit their service requests to Alstra via a designated work order request form or by directly contacting their assigned project manager via email or other approved messaging platforms.
- Hour Estimation: Alstra will provide an estimate of the number of hours required to complete the requested service. This estimate must be formally approved by the client prior to the commencement of any work.
Service Delivery
- Timeline: Alstra will strive to complete tasks within a reasonable timeframe, which may vary based on current capacity.
- Business Hours: All services will be performed during Alstra’s regular business hours.
Hour Balance Management
- Exhausted Hours: If the client’s remaining hour balance is exhausted, Alstra will inform the client promptly.
- Additional Hours: The client can choose to purchase additional working hours or wait until the next billing cycle when the hour balance is replenished.
- In the event that a client’s hour balance is fully depleted, Alstra shall not commence any further work until the client has made the requisite payment for additional hours.
Period End Balances
- Balance Clearance: At the end of each billing period, any remaining hour balance will be cleared and will not roll over to the next period.
Minimum Task Unit
- One-Hour Minimum: Each service request will incur a minimum charge equivalent to one hour of work, which constitutes the smallest unit of billable service under this agreement. If the duration of the service performed is less than one hour, one full hour will still be deducted from the client’s hour balance.
👉 What’s NOT covered by Alstra Membership?