Scope of Application
"Post-Contract Services" or "PCS" means the training, consulting, configuration, or other professional services hours purchased by Customer pursuant to a Statement of Work.
These Post-Contract Services Terms ("PCS Terms") apply solely to post-contract services acquisitions, including additional training, consulting, configuration, and professional services hours purchased by Customer. These PCS Terms do not govern Customer's subscription to any CivicPlus solution or platform, which remain subject to the Master Services Agreement and applicable Solution and Services Terms.
Hour Usage Timeframes
If 8 hours or fewer are purchased: All hours must be used within 90 calendar days from the date of sale.
If 10 hours or more are purchased: All hours must be used within 150 calendar days from the date of sale.
Any unused PCS hours remaining after the applicable timeframe may be forfeited without refund, credit, or carryover at CivicPlus' discretion.
Scheduling
If scheduling sessions in advance, all sessions must be scheduled at once.
Rescheduling is not permitted except in cases of illness, family emergency, natural disaster, or comparable event outside Customer's reasonable control. If approved, a new date and time must be confirmed immediately.
If rescheduling is not confirmed within 7 calendar days, the session will be forfeited.
Any forfeited session will be deducted from Customer's purchased PCS hours.
No-Shows and Cancellations
A "No-Show" occurs when the Customer fails to join a scheduled session within 15 minutes of the start time, or fails to attend without providing at least 24 hours' prior notice. No-Shows will be deducted in full from purchased PCS hours.
Cancellations within 24 hours of the scheduled start time will be deducted in full from purchased PCS hours.
Rescheduling is not permitted for No-Shows or cancellations within 24 hours.
Early Completion
If a session ends earlier than scheduled, the remaining time will be considered fully used and will not carry over to another session.
Lack of Response
If Customer does not respond to CivicPlus's scheduling outreach after three documented contact attempts or 30 calendar days from initial outreach (whichever occurs first), CivicPlus may close the engagement and forfeit any remaining PCS hours without further obligation.
General
These PCS Terms do not create any additional warranties, indemnities, or service obligations beyond those set forth in the Master Services Agreement or applicable Statement of Work. In the event of a conflict between these PCS Terms and the applicable Statement of Work, the Statement of Work controls.