Implementation, Professional and Educational Services Engagement Policies

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The following are the policies under which UKG will operate during the course of a customer engagement:

UKG will provide the Customer with a Statement of Work (also known as the SOW) that outlines the project deliverables and provides an estimate for the project scope and cost required to complete the engagement, based upon preliminary information provided by the Customer. This Statement of Work is an estimate; the Collaborate Phase of the engagement will be used to determine whether modifications to the project scope or project budget are required.
The Statement of Work is valid for one year from the date of signature.
Any changes to the project scope and/or project duration will be reflected through the generation of a UKG Change Order, which is initiated by the UKG Project Manager and approved and signed by the Customer.
1. These changes could be due to an increase or change in project scope or deliverables, insufficient customer resources or time commitment, changes to customer project schedule, or technical limitations.
Unless otherwise addressed within these policies, the hourly rate(s) quoted within a Change Order for work to be performed within normal business hours will be consistent with that contained within the original Statement of Work. In instances where specialized resources are requested, but not contained within the original Statement of Work, the quoted rate will be established as UKG’ current rate for such requested services.
UKG personnel working at the Customer site shall have access to necessary infrastructure (servers, network, etc.).
In instances where UKG personnel are working remotely access will be granted through the use of industry standard tools (VPN, DTS, GoToMyPC, PCAnywhere, etc.).
Customer agrees to not hire any UKG employee who has performed services under the Agreement for a period of one-year after the completion of such services
If not hosted by UKG Cloud Services, all required system administration, maintenance, backups, tuning, etc., is the responsibility of the Customer
Customer Data: To perform the implementation and to provide support after completion, UKG may need to access and retain information regarding your employees and business organization. UKG will take all reasonable steps to limit and safeguard the security of this information.
Scheduled Work Policies:
1. Professional Services
  1. Professional Services work will be conducted during normal business hours, 8:00AM – 5:00PM, Monday through Friday.
  2. All Professional Services work scheduled to start outside of normal business hours will be billed in full at a premium rate described below. For work to be performed after hours, on holidays, or on weekends, an approved Change Order will be required prior to scheduling (see Change Order Process below). Customers will be charged as follows:
    1. All Professional Services will be scheduled and billed in 4 hour increments with a minimum charge of 4 hours.
      1. After Hours
        All scheduled work will be billed at 1.5 times the contract rate by role
        After Hours is considered 5:00PM-8:00AM, Monday through Friday
      2. Weekends
        All scheduled work will be billed at 2.0 times the contract rate by role
        Weekends are considered 5:00PM Friday through 8:00AM Monday
      3. Holiday
        All scheduled work will be billed at 2.0 times the contract rate by role
        Holidays are any UKG recognized Holidays, which include for example in the USA: New Year’s Day, President’s Day, Memorial Day, Independence Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day. UKG recognized Holidays will vary by country.
2. Education Services
  1. All Education services (Training delivery and User Adoption Consulting) scheduled to start outside of normal business hours will be billed in full at a premium rate described below. Customers will be charged as follows:
    1. After Hours
      1. There will be a 1.5 times premium per student for public courses or per class for private day rates
      2. After Hours is considered 5:00PM-8:00AM, Monday through Friday
    2. Weekends
      1. There will be a 2.0 times premium per student for public courses or per class for private day rates
      2. Weekends are considered 5:00PM Friday through 8:00AM Monday
    3. Holidays
      1. There will be a 2.0 times premium per student for public courses or per class for private day rates
      2. Holidays are any UKG recognized Holidays, which include but not limited to: New Year’s Day, President’s Day, Memorial Day, Independence Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day.
Travel Policies
1. Customer is responsible for airfare, lodging and related travel expenses for onsite consultants.
2. Customer is responsible for travel costs for employees attending training at a UKG location.
3. Customer is responsible for travel and related costs for a UKG trainer/User Adoption consultant providing instruction at the Customer location.
4. If a UKG employee is required on-site per the customer request, a minimum of 8 hours will be billed per day.
5. All travel time (portal to portal) will be billed at the current contract rate by role. Travel time above two hours in any one direction will be billed at the current contract rate by role.
Cancellation Policies: UKG requires notification for the cancellation or rescheduling of UKG personnel as well as the cancellation of Instructor led classes. Customer will be charged for failure to meet the following notification requirements:
1. Professional Services:
  1. 2 business days prior to scheduled work – 50% of planned charges are invoiced for schedule work
  2. 1 business day prior to scheduled work – 100% of planned charges are invoiced for scheduled work
  3. Business days are: Monday, Tuesday, Wednesday, Thursday, and Friday, excluding Holidays
2. User Adoption Services Cancellation Policy
  1. 2 business days prior to scheduled work – 50% of planned charges are invoiced for schedule work
  2. 1 business day prior to scheduled work – 100% of planned charges are invoiced for scheduled work
  3. Business days are: Monday, Tuesday, Wednesday, Thursday, and Friday, excluding Holidays
3. Cancellation Policy Example:
  1. Work is schedule for Wednesday, 1p-5p (4 hours)
  2. If customer cancels on:
    1. Friday – no penalty
    2. Monday – 50% of planned charges are invoiced (2 hours)
    3. Tuesday – 100% of planned charged are invoiced (4 hours)
  3. Cancellation Policy Example with a Holiday:
    1. Work is schedule for Wednesday, 1p-5p (4 hours)
    2. If customer cancels on:
      1. Thursday – no penalty
      2. Friday – 50% of planned charges are invoiced (2 hours)
      3. Monday – holiday, doesn’t count as “business day
      4. Tuesday – 100% of planned charged are invoiced (4 hours)
4. Education Services:
  1. For any PUBLIC course held in UKG Community University Live, attendees must cancel at least five business days before the class start date to avoid future registration restrictions.
  2. UKG reserves the right to cancel classes up to two business days before the scheduled start date for public courses held in UKG Community University Live due to lack of enrollment or any other unforeseen circumstances.
  3. For any PRIVATE course held at a customer site or in UKG Community University Live; the private class must be cancelled at least ten business days before the private class start date to avoid cancellation fees (equal to the cost of the course). Student substitutions can be made at any time as long as prerequisites have been met.
Additional Education Services Policies
1. UKG Community University Live Course Updates Policy
  Courses are updated on a regular basis; the schedule for course updates is dependent on the nature of the update. Content errors or technical issues are resolved as soon as possible after they are reported. Other changes to course content and flow typically align with the software product release cycle or updates to UKG’s software implementation methodology. These timelines vary, but for UKG Pro Workforce Management this is approximately every three months. Content is reviewed by subject matter experts during these update cycles to verify continued currency and accuracy of content.
Not all product lines offer all service options described in this policy.