It is with the utmost importance that both parties involved in this project are committed to its success. We acknowledge that mutual respect and understanding of each other's roles and responsibilities are essential for a collaborative and productive working relationship. By fostering open communication, timely feedback, and a shared commitment to excellence, we aim to create an environment conducive to achieving our common goals effectively and efficiently. 

This document serves to provide an outline of the policies and procedures of GoFetch’s Professional Services in delivery of client onboarding, user support, and project-based services. It aims to provide a comprehensive understanding of our ways of working in order to build a relationship of trust, transparency, and a shared vision of delivering a successful outcome that benefits all stakeholders.

• Support helpdesk

1. The GoFetch Helpdesk is available from 8:30 to 16:00 on business days (Monday through Friday except during public holidays and official office closures) to respond to system usage and technical queries.
2. All requests must be submitted via email to team@gofetchonline.com in order to generate a support ticket.

• Support tickets

1. Support requests will be responded to within 4 hours (during business hours and on business days) which shall include a unique tracking number confirming the support ticket.
2. Within 24 business hours, the Help Desk will respond to the customer with a status of the ticket, action taken by the team, and the expected turnaround times for the ticket to be resolved.
3. Should the support ticket be escalated to our technical or senior strategy team for further investigation, this will be noted in the status of the ticket and a deadline will be provided to deliver an updated status and turnaround time. 
4. Should you believe this to be unsatisfactory or the response inappropriate, or alternatively has not received a response from the help desk within the allocated time to respond, the ticket can be escalated to your Client Success Manager via their direct email address.

• Projects

1. All project requirements are to be clearly defined in a project brief which will include deliverables, proposed timelines, resources and associated fees.
2. Professional Services will not commence work on any project deliverables until signed off by you, which will be the acceptance of an agreement.
3. Any obligation requiring Professional Services to work to specific deadlines provided within the signed off project brief will be deemed to include a proviso that you, or relevant team members, will make yourself reasonably available to collaborate and provide the necessary resources timeously to deliver on the project. 
4. Where projects are dependent on 3rd party providers, such parties will also make themselves reasonably available to collaborate and provide the necessary resources, systems and features timeously to deliver on the project. 
5. Should the necessary project resources not be received from you, your team members, or 3rd party providers on time, or should the required system and/or system features not function as proposed, then Professional Services cannot be held responsible for failing to meet a deadline and project timelines will be adjusted and clearly provided to you for considerations and mutual agreement.

• Scope of work

1. Any subsequent changes to the project must be reduced to writing and then updated in the project brief, which may incur additional costs and affect the project timelines.
2. You agree to be held responsible for any changes to the scope of the project through any error, omission, addition or change of mind (hereafter referred to as “alterations”). 
3. Any alterations specified by you may carry an additional cost and you may be liable to pay for any work in progress or completed work that needs to be redone or altered in order to meet the revised project deliverables.
4. Email correspondence shall be sufficient to prove changes to agreements as long as it is acknowledged with a response.
5. Professional Services undertakes to provide you with a revised budget and make you aware of the cost implications of any alterations requested, before commencing with the execution thereof.

• Delays & cancellations

1. If the project is not delivered within the specified time due to circumstances caused by you, your team. or 3rd party providers, and a revised timeline and costing cannot be mutually agreed upon, you hereby agree to assume responsibility for the full costs outlined in the proposal.
2. While Client Services endeavors to meet all deadlines, we acknowledge that unforeseen delays may occur due to unforeseen technical issues and influence by 3rd party platforms and providers. In the event of such delays, the project will be escalated to your Customer Success Manager who will assess the consequences of the delay and work with you to agree on an amicable solution to make good on the agreement.

• Conclusion of projects
  1. The final product, process, or feature will only be released by Professional Services once you approve it as complete and satisfactory and confirm this in writing.
  2. Professional services provide for seven days to bring any defects in the deliverables to our attention, where such defects will be rectified provided they form part of the specifications set out in the Proposal. If no claim is made within seven days, we will deem the project to have been signed off and delivered successfully.
  3. Any additional support related to the delivered project can be directed by you to GoFetch via the support process outlined in section 1 of this document.
• Customer Success Management

1. 1. Flexible Customer Success Management services are provided by GoFetch to assist you with ongoing strategic and optimisation goals.
   2. These services are provided via a tiered structure and the selected tier and associated services will be clearly defined in your proposal and agreed upon.
   3. A Customer Success Manager will be allocated to you upon commencement of the service and meeting frequency and approach will be agreed upon in your Customer Success Management kick-off session.
   4. Outcomes of your Customer Success Management services will be clearly defined and deliverables may be channeled to GoFetch support or projects outlined in section 1 and 3 of this document respectively.  
   5. Your Customer Success Management service is reviewed quarterly and your tier may be adjusted up or down depending on your ongoing requirements.