FaultFixers’ Managed Onboarding Terms & Conditions
Last Updated 19 March 2025
1. Overview
FaultFixers provides a managed onboarding service to assist Customers in implementing and configuring the FaultFixers platform.The onboarding service is designed to support Customers with:
• platform configuration and setup
• workflow design and system structuring
• implementation planning
• limited historical data import
• training and user enablement
• implementation and change management guidance
FaultFixers will allocate onboarding personnel which may include:
Implementation Manager – responsible for onboarding coordination, project management and change management.
Implementation Specialist – responsible for system configuration, workflow creation and implementation tasks within the platform.
FaultFixers’ objective is to complete onboarding well in advance of the onboarding period, however timelines may vary depending on Customer participation, responsiveness, and data readiness.
2. Onboarding Period
The managed onboarding service is provided for a maximum period of six (6) months (or as otherwise agreed within you Services Agreement) from the Services Start Date.
The onboarding commencement date will be the earlier of:
• the first scheduled onboarding meeting; or
• thirty (30) days following contract commencement.The onboarding period runs continuously regardless of the level of Customer engagement or activity.
FaultFixers intends that most implementations will complete significantly earlier than six months.
2.1 Commencement of Onboarding
Where the Customer elects not to commence onboarding activities promptly following contract commencement, FaultFixers may commence the onboarding period in accordance with Section 2 and reserve implementation resources on the basis that onboarding services have been made available to the Customer.
3. Customer Participation
Successful onboarding requires active participation from the Customer.
The Customer agrees to:
• appoint a primary onboarding contact
• allocate appropriate internal resources
• attend scheduled onboarding meetings
• respond to communications in a timely manner
• provide required data and information
• review and approve system configurations
Where Customer participation is delayed, FaultFixers cannot guarantee completion of onboarding within the onboarding period.
Where FaultFixers requests approval of a configuration, workflow, implementation deliverable, or onboarding milestone and the Customer does not provide feedback within ten (10) Business Days, FaultFixers may deem such item approved for the purposes of progressing onboarding.
4. Implementation Meetings
FaultFixers may schedule onboarding meetings during the onboarding period.
If the Customer repeatedly fails to attend scheduled meetings without reasonable notice, FaultFixers may:
• reschedule meetings subject to availability;
• or reduce or reprioritise onboarding activities.
5. Implementation Completion
Onboarding will be considered substantially complete when:
• the platform has been configured sufficiently for operational use;
• workflows and system structures have been established; and
• training has been provided enabling the Customer to begin using the platform.
FaultFixers may deem onboarding complete where reasonable onboarding assistance has been provided but the Customer has not fully utilised the onboarding service.
6. Customer Delays or Non-Responsiveness
If the Customer fails to meaningfully engage in onboarding activities for an extended period (including failure to respond to communications, attend meetings, or provide required information), FaultFixers may:
• pause onboarding activities; and/or
• notify the Customer that onboarding support will conclude at the end of the onboarding period.
The onboarding period will not automatically extend due to Customer delays.
7. End of Onboarding Period
The managed onboarding service will conclude at the end of the six (6) month onboarding period (or as otherwise agreed within your Services Agreement).
Following this period:
• the Customer will transition to standard product support; and
• any additional onboarding assistance may be provided as billable professional services at FaultFixers’ then-current rates.
Customers are encouraged to actively engage during the onboarding period to maximise the value of the service.
8. Onboarding Extensions
Extensions to the onboarding period are not guaranteed.
Any extension will be:
• at FaultFixers’ sole discretion
• subject to resource availability
• potentially subject to additional fees, depending on the circumstance, and will be agreed between both parties prior to any extended onboarding services being provided.
9. Historical Data Import
Limited historical data import may be provided as part of the onboarding service.
Included historical data support is limited to:
Included Historical Import
Less Frequent than annual
Most recent instance only
No task recreation. Historical information may be recorded as an opening reference record
FaultFixers reserves the right to determine the most appropriate method of representing historical data within the platform. Additional historical migration beyond this scope may be quoted as professional services.
10. Reactive Maintenance Tickets
Historical or open reactive maintenance tickets from legacy systems will not be recreated or imported into FaultFixers. Customers will typically begin reactive workflows with new tickets created within the platform from the go-live date onward.
11. Data Quality
FaultFixers is not responsible for correcting errors, inconsistencies, formatting issues or inaccuracies in data supplied by the Customer for import. Customers are responsible for ensuring the accuracy and completeness of any data provided.
12. Configuration Approval
Where system configurations, workflows, or structures are reviewed and approved by the Customer during onboarding, subsequent changes requested by the Customer may be treated as additional implementation work.
13. Scope of Included Onboarding Services
The managed onboarding service includes reasonable assistance with:
• platform configuration
• workflow creation
• system structuring
• limited historical data import
• onboarding meetings
• training sessions
The onboarding service does not include unlimited consulting, bespoke development, complex data migration or custom integrations unless otherwise agreed.
14. Additional Professional Services
Where Customers require assistance beyond the onboarding scope or after the onboarding period ends, such services may be provided as billable professional services at FaultFixers’ prevailing rates.
15. Fees and Invoicing
The fees payable for the managed onboarding service are set out in the applicable Order Form, Proposal, Quotation, or other written agreement between the parties (“Onboarding Fees”).
Unless otherwise agreed in writing:
a) Onboarding Fees are separate from and in addition to any subscription fees payable for access to the FaultFixers platform.
b) FaultFixers may invoice the Onboarding Fees upon commencement of the onboarding service or in accordance with any agreed payment schedule.
c) All invoices are payable within thirty (30) days of the invoice date.
d) Onboarding Fees are non-refundable once onboarding activities have commenced.
e) Customer delays, non-responsiveness, changes in priorities, lack of available resources, or failure to provide required information shall not relieve the Customer of its obligation to pay the Onboarding Fees.
f) Any services requested by the Customer that fall outside the scope of the managed onboarding service may be quoted and charged separately as Professional Services at FaultFixers’ prevailing rates.
g) FaultFixers reserves the right to suspend onboarding activities where invoices relating to onboarding services remain overdue.
h) All fees are exclusive of VAT and any other applicable taxes, which shall be payable by the Customer in addition.
15.1 Scope Change Protection
The managed onboarding service is based upon the implementation requirements, workflows, configurations, processes, data structures, and objectives identified during the onboarding process. Where the Customer requests material changes to previously agreed requirements, including changes to implementation scope, workflow design, operational processes, data structures, project objectives, or configuration requirements, FaultFixers may:
a) revise implementation timelines;
b) amend the onboarding plan;
c) require additional onboarding sessions; and/or
d) treat the additional work as Professional Services subject to additional charges.
FaultFixers will notify the Customer where it reasonably considers a requested change to fall outside the original onboarding scope.
15.2 Customer Delay Costs
The Customer acknowledges that timely participation is essential to successful onboarding.Where Customer actions, omissions, delays, non-responsiveness, failure to provide required information, failure to attend meetings, or failure to allocate appropriate resources materially impact the onboarding process, FaultFixers reserves the right to charge reasonable additional fees for any onboarding services required beyond:
a) the agreed onboarding scope; or
b) the six (6) month onboarding period.
Any such services shall be treated as Professional Services and charged at FaultFixers’ prevailing rates.
15.3 Onboarding Reactivation
Where onboarding activities have been paused, delayed, or materially inactive for a period exceeding sixty (60) consecutive days due to Customer actions or inaction, FaultFixers may require the Customer to purchase an onboarding reactivation package, additional onboarding services, or Professional Services before onboarding activities recommence.
The availability of implementation resources following a prolonged period of inactivity shall be subject to FaultFixers’ resource availability and scheduling commitments.
15.4 Resource Reservation
The Customer acknowledges that FaultFixers allocates and reserves implementation resources, including Implementation Managers and Implementation Specialists, during the onboarding period. The Onboarding Fees reflect the reservation of such resources for the benefit of the Customer throughout the onboarding period.
Customer delays, inactivity, changes in priorities, internal resourcing issues, or failure to engage with onboarding activities shall not:
a) extend the onboarding period;
b) create any entitlement to additional onboarding time;
c) create any entitlement to additional implementation resources; or
d) entitle the Customer to any refund, credit, reduction, or offset of Onboarding Fees.
Unused onboarding time, support, training, or implementation assistance does not carry forward beyond the onboarding period unless expressly agreed by FaultFixers in writing.
