Welcome to GUIDEcx Professional Services! To ensure you get the most out of your service hours and deliverables, we’ve outlined key points regarding scoping calls, billable hours, timelines, and hour management. Let’s walk you through everything!
🤝 How to Use Your Service Hours
During Onboarding:
If you’d like to utilize your service hours during onboarding, just let your assigned Project Manager (PM) know! They’ll help you plan and schedule tasks, making sure everything stays on track.
Post-Onboarding:
After onboarding, all coordination for using your service hours will go through your Customer Success Manager (CSM). Whether it's custom reports, integrations, or other deliverables, your CSM will work closely with you to make the best use of your hours.
📞 The Importance of Scoping Calls
For every custom request—such as reports, integrations, training, or template administration—a scoping call is required. This call helps us understand your needs and make sure all details are captured before any work begins. Plus, good news—scoping calls are not billable!
During the scoping call, we will also provide an estimate of the hours required to complete the work. This ensures we’re aligned on the expected effort before starting. We’ll only begin work once we have mutual agreement on the estimated hours.
Task Assignment for Scheduling the Scoping Call
Once a resource is assigned to your project, you’ll receive a task in GUIDEcx to schedule the scoping call at a time that works best for you. This ensures that everything kicks off smoothly and on time.
⏱ When Service Hours Become Billable
While the scoping call is free, any work done after the call is billable and will count toward your service hours. Here’s what that includes:
Development of custom reports, integrations, training sessions, or templates
Any additional calls or communications that change the scope or timeline of the project
Once we start work on a deliverable, further adjustments or extra support will also count toward your billable hours.
🔍 Confirming Available Hours and New Statements of Work (SOW)
Before beginning any work, we will check your allotted service hours to confirm that there are enough hours to complete the deliverable. If you have sufficient hours available, we’ll proceed with the project.
If more hours are needed, or if no hours are available, we will provide a new Statement of Work (SOW) for your review and approval. This ensures that the scope of the work and the cost are clearly defined before any further commitments are made.
📅 Managing Deliverables in Your Customer Success Plan
To keep things organized, all deliverable tasks will be managed through your Customer Success Plan project. This project is separate from your original onboarding project and will be the central hub for any post-onboarding work, such as custom reports, integrations, or additional training.
By keeping the deliverables in your Customer Success Plan, we ensure clarity, real-time updates, and efficient management for all your ongoing needs.
📲 Keeping Communication and Statuses in One Place
Once your deliverable is in motion, you can track all communication and status updates directly in the task related to your project. This ensures you always have real-time information and next steps at your fingertips!
📊 How to Get Updates on Your Used Service Hours
We understand that keeping track of your used service hours is important for staying on top of your project budget. Here's how you can get updates on your service hours usage:
Reach Out to Your CSM or PM:
At any time, you can contact your Customer Success Manager (CSM) or Project Manager (PM) to request a report of your used hours. They can provide you with a breakdown of how your hours have been used so far, including any upcoming scheduled hours.Plans for Ongoing Visibility:
We’re excited to share that we’re working on a feature that will make service hours and usage visible directly within your GUIDEcx platform. Soon, you’ll be able to access this information at your fingertips—real-time tracking of your used and remaining hours will be displayed within your Customer Success Plan project. This will give you full transparency and control over your service hours!
Until this feature is live, please feel free to reach out to your CSM or PM for any updates or detailed breakdowns of your service hours.
🚀 Ready to Get Started?
We’re here to make your experience with GUIDEcx as smooth as possible! If you have any questions about your service hours, scoping calls, or project timelines, don’t hesitate to reach out to your PM or CSM.