Professional services policy

As well as the Vero subscription, we offer professional services to help you get set up and get more from the platform. This policy explains how that work is agreed, priced and delivered.

What we offer #

• Onboarding: setting up your account, users, roles, sites and service contracts
• Data migration: moving your customers, sites, assets, service history and price lists from spreadsheets or another system
• Training: for office staff, estimators, schedulers and engineers, on site or online
• Templates: setting up your quote wording, clause library, report formats and certificate branding
• Integrations: connecting Vero to your accounting, telematics or other systems
• Process review: working with your team to agree how quoting, scheduling or payroll should run before it is automated
• Custom development: features or reports specific to your business

How work is agreed #

Every piece of professional services work is agreed in writing before it starts, in a statement of work or an order form. It sets out:

• What we will deliver
• What we need from you, and by when
• The timeline
• The price, and whether it is fixed or charged by time
• How the work will be accepted

We do not start chargeable work without your written approval.

Pricing #

Work is priced either as a fixed fee for a clearly defined scope, or by time at the day rate set out in the statement of work, plus VAT. The statement of work says which.

Travel and accommodation for on site work are charged at cost, and agreed in advance.

What we need from you #

Most delays come from missing information, so we ask you to:

• Name one person who can make decisions and answer questions
• Provide data, access and documents by the dates agreed
• Make your team available for training and testing sessions

If a delay on your side affects the timeline, we will agree a new one with you. Time spent waiting is not charged on fixed fee work.

Changes to the scope #

If you want to change what was agreed, we will set out the effect on price and timeline in writing. The change goes ahead once you approve it.

Acceptance #

When we complete a deliverable, you have 5 business days to check it against the statement of work and tell us about anything that does not match. We will fix those points at no extra cost. If we hear nothing in that time, the deliverable is treated as accepted.

Rescheduling and cancellation #

Training or on site sessions cancelled with less than 2 business days notice may be charged in full, plus any travel costs already incurred.

Ownership #

Your data remains yours. Templates, reports and configuration we set up in your account are yours to use for as long as you use Vero. General improvements to the Vero platform, including those that come from custom work, remain ours and may be made available to other customers. We will never share your data or confidential business information with other customers.

Data migration #

Before any migration, we agree what will be moved and how it will be checked. You remain responsible for the accuracy of the source data. We will point out problems we find in it, such as duplicate customers or missing service dates, but we will not change the meaning of your records without your approval.