SCHEDULE H: ENABLEMENT SERVICES
This Schedule forms part of the Master Client Terms, and the priority rule in the Master Client Terms applies. Words defined in clause 1 of the Master Client Terms have the same meaning here.
When this Schedule applies. This Schedule applies wherever a Method Licence is active, whether for one Site or, under Schedule E, for more than one. The Licence and the standard Enablement Services are one combined product at one fee (clause 10). New-Hire Installation forms part of the Enablement Services only where it is selected, and is charged under Schedule C clause 17.
In this Schedule:
- monthly fee means the total monthly fee for the Licence under your Method Licence Agreement, including any minimum monthly fee and any New-Hire charge;
- per-Site fee means the monthly fee for one Licensed Site;
- measurement period means, for a service level, the period over which it is measured under clause 2.2; and
- quarter means a calendar quarter.
1. WHAT THE ENABLEMENT SERVICES ARE
1.1 The Enablement Services are the services in your Method Licence Agreement, drawn from the following:
| Service | What it is |
|---|---|
| New-Hire Installation | Where selected, induction into the standard for every new sales hire, under Part 6 of Schedule C |
| Facilitator calibration | Observation, feedback and re-assessment of each accredited Facilitator, where the Facilitator model is selected |
| Methodology updates | New and revised materials as the standard develops |
| Reinforcement | Scheduled sessions that re-set the standard |
| Call and consultation review | Review of recorded or observed sales conversations against the standard |
| Manager audit support | Tools, criteria and support for your managers to hold the standard |
| Adoption reporting | Per-Site reporting on adoption under Schedule F |
| Standards call | A scheduled call on performance, drift and priorities |
1.2 Standard Enablement also includes owner and leadership check-ins, management coaching and review meetings, reporting and monthly performance reviews, adoption and standards reviews, and ordinary support and remediation. These do not use a delivery day.
2. SERVICE LEVELS
2.1 These are our obligations. Where your Method Licence Agreement does not state a frequency or number, this table applies:
| Service | Standard | Frequency |
|---|---|---|
| New-hire access | Access to the module library within 1 Business Day of your written notice | On notice |
| New-hire onboarding session | A live or scheduled induction within 30 days of the hire starting | Monthly cohort |
| Facilitator calibration | Each accredited Facilitator observed and given written feedback | Quarterly |
| Facilitator re-assessment | Formal re-assessment against Schedule I | Annually |
| Methodology updates | Revised materials issued with a version number and a change note | As released, at least annually |
| Reinforcement sessions | Delivered to the agreed calendar | Monthly |
| Call reviews | 4 per Site per month, with written findings within 5 Business Days | Monthly |
| Adoption report | Issued per Site within 10 Business Days of month end | Monthly |
| Standards call | Scheduled at least 10 Business Days ahead | Quarterly |
| Support response | Acknowledged within 1 Business Day | Ongoing |
2.2 How each service level is measured. Each service level is measured over its own measurement period, set by its frequency in the table:
(a) a monthly service, a monthly cohort, and a service stated as on notice or ongoing, over each calendar month;
(b) a quarterly service, over each quarter; and
(c) an annual service, or one required at least annually, over each 12 months from the start of the Licence.
A service level is missed for a measurement period where its standard was not met in that period. Where a service level has a specific time, such as access within 1 Business Day, it is missed for a month where that time was not met on any occasion in that month.
2.3 The Facilitator service levels apply only where your Method Licence Agreement selects the Facilitator model. The new-hire service levels, and their service credits, apply only where New-Hire Installation is active.
3. SERVICE CREDITS
3.1 Where we miss a service level in clause 2, and the miss is not caused by a matter in clause 6, you receive the credit shown against it, on the next invoice, without proving loss:
| Missed | Credit |
|---|---|
| A scheduled session not delivered in its measurement period | The stated value of that session or, where none is stated, 5% of the monthly fee |
| A calibration cycle missed for a Facilitator | 2% of the per-Site fee, per Facilitator |
| A Facilitator re-assessment missed | 2% of the per-Site fee, per Facilitator |
| Call reviews not delivered for a Site | 2% of the per-Site fee, per Site |
| An adoption report more than 10 Business Days late | 2% of the per-Site fee, per Site |
| New-hire access not given within 1 Business Day | 2% of the per-Site fee, per Site |
| Support response missed | 2% of the monthly fee |
| A standards call not held | 5% of the monthly fee |
| A methodology update not issued within the stated period | 5% of the monthly fee |
3.2 One credit arises for each service level missed in each measurement period, on the basis shown in the table. Credits arising in any quarter are capped at 25% of the fees for that quarter.
3.3 Where our records show the miss, we apply the credit without a claim. Otherwise, tell us in writing within 30 days after the measurement period ends. A credit that cannot be applied to a later invoice is set off and paid under clause 23.3 of the Master Client Terms.
3.4 Service credits are in addition to your rights under the Australian Consumer Law and are not your only remedy (Master clauses 5.7 and 23.4).
3.5 Repeated misses. Where we miss the same service level in three consecutive measurement periods, you may end the Licence for the affected Site or, where the miss is across the Licence, the Licence, on 30 days Notice, and no early-release amount, notice-period fee or Early-Exit Implementation Adjustment is payable (Master clause 5.8).
4. DELIVERY DAYS
4.1 The allocation. Your Method Licence Agreement records your monthly delivery-day allocation, including any New-Hire training days within it. Delivery days are allocated at network level unless your Method Licence Agreement expressly states and prices them per Site. Implementation is outside the allocation.
4.2 Day value. The stated value of a delivery day is the value in your Method Licence Agreement or, where none is stated, the rate for an additional delivery day under Schedule E clause 18.2 or your Method Licence Agreement at the time.
4.3 Rescheduling by you. You may reschedule an allocated day with at least 5 Business Days notice. A day cancelled on shorter notice counts as used, unless we agree otherwise or the cancellation was caused by circumstances outside your reasonable control.
4.4 When a day expires. An unused day expires at the end of the month only where:
(a) we offered you in writing, by the 10th Business Day of the month, at least two available dates in that month, on different Business Days and each with at least 5 Business Days notice; and
(b) you did not accept either, or you cancelled an accepted date on less than 5 Business Days notice other than for circumstances outside your reasonable control.
4.5 Otherwise, it carries forward. An unused day that does not expire under clause 4.4 carries forward for two months. If it is still unused at the end of that time, it is credited at the day value or, if the Engagement has ended, set off and paid under clause 23.3 of the Master Client Terms.
4.6 If we cancel. If we cancel or fail to deliver an allocated day, the day is not lost. We reschedule it at no additional charge, and any service credit still applies.
4.7 Travel. Travel outside South East Queensland, as defined in Schedule C, is charged as stated in your Method Licence Agreement.
5. WHAT YOU PROVIDE
5.1 The Enablement Services depend on you providing:
- where New-Hire Installation is active, notice of every new sales hire, within 5 Business Days of their start;
- where the Facilitator model is selected, notice of every Facilitator change, within 5 Business Days;
- reporting data, per Site, in the same form each month;
- access to recorded or observed sales conversations for review, on the terms in clause 8;
- attendance by the people your Method Licence Agreement requires; and
- manager participation in audits and standards calls.
6. WHERE A DEPENDENCY IS MISSING
6.1 We cannot deliver a service you have made impossible, and we are not measured on it. Where a dependency in clause 5 is not provided:
(a) the affected service level is suspended for that measurement period, and no credit accrues for it;
(b) we tell you in writing which service is affected and why; and
(c) it resumes when the dependency is provided.
6.2 The effect of missing reporting data on measurement is decided under Schedule F. Where Schedule F does not apply, missing reporting data suspends only the adoption report service level.
6.3 A Site without a Facilitator. Where the Facilitator model is selected and a Site has no accredited Facilitator for more than 60 days, Facilitator services for that Site are suspended and we support the Site directly through the Enablement Services and the delivery allocation. This is not a breach, and it has no automatic consequence for the Licence or the Site. For the Adoption Score, the Facilitator status component for that Site is scored as not applicable, and its weight is redistributed in proportion across the other components (Schedule F clause 8.2(b)).
7. METHODOLOGY UPDATES
7.1 Updated materials are issued with a version number and a written note of what changed. Superseded versions are withdrawn from use within 30 days of a new version being issued.
7.2 Updates are licensed on the same terms, and in the same class under Schedule D, as the materials they replace.
7.3 Where an update would materially change what your team has been trained to do, we give 30 days written notice and provide the transition training within the delivery allocation.
7.4 We will not change the methodology in a way that makes your Client Playbook unusable. Where an update would, we update your Client Playbook as part of the same release.
8. CALL AND CONSULTATION REVIEW
8.1 Reviews are conducted against the documented standard and produce written findings.
8.2 Before the first review at a Site, you confirm to us in writing that:
(a) the employees whose conversations may be reviewed have been notified in writing, within any period the law of the state they work in requires, that their conversations may be recorded and reviewed for coaching. For employees in New South Wales, this means at least 14 days notice unless the employee has agreed to a shorter period, and where conversations are captured by software on a computer, capture under a computer surveillance policy notified to those employees in advance, as the Workplace Surveillance Act 2005 (NSW) requires. The notice states the matters in section 10(4) of that Act, and where video is captured, the cameras are clearly visible and signs are displayed as section 11 requires;
(b) customers are told, before a recorded conversation begins, that it may be recorded and that the recording may be provided to Rev-Raise as your training provider, and a customer who declines is not recorded;
(c) every recorded conversation opens with an announcement that it is being recorded, and you keep a record that the announcement was made;
(d) any consultation or consent obligation under an enterprise agreement or workplace policy has been met;
(e) you have named in writing the people who may access recordings and findings; and
(f) each party to a recorded conversation, including the employee, has consented to the recording wherever the law of the place of the conversation requires consent, and not only notice.
8.3 Where a customer has not agreed, reviews are conducted from written notes or live observation.
8.4 Findings are provided to you only. They are a coaching instrument, not a performance management instrument, and every report says so. What you do with them is an employment matter for you. Where you tell us in writing that you intend to use findings for performance management, we tell you in writing so that your employee notice says so.
8.5 A recording is kept for no longer than 90 days after the review, unless you ask us in writing to keep it longer, and it is then deleted under Schedule J. Any incident involving recordings is handled under Schedule J.
9. FEES
9.1 The standard Enablement Services are part of the combined monthly fee for the Licence. Your Method Licence Agreement may show an allocation of that fee, for information only. Any New-Hire charge is decided under Schedule C clause 17.
9.2 Where Schedule E applies, rate certainty and any fee change are governed by Schedule E clause 7.2 alone. For a single-Site Licence, any change needs at least 60 days written notice, and you may end the Licence by Notice given before it takes effect, paying the existing rate until the Licence ends, with no early-release amount or Early-Exit Implementation Adjustment.
10. THE ENABLEMENT SERVICES AND THE LICENCE ARE ONE PRODUCT
10.1 The Licence and the standard Enablement Services are one product. You cannot keep the Licence and cancel the Enablement Services, and we cannot end the Enablement Services while keeping the Licence in force. Where New-Hire Installation is active, it cannot be cancelled separately from the Licence merely because it has a separately stated charge (Schedule C clause 17.5).
10.2 Why. The Licence lets your people use our methodology inside your business. The Enablement Services are how the standard stays current, how Facilitators stay calibrated, and how drift is caught. Keeping one without the other would mean a decaying version of the Method, which protects neither of us.
10.3 What this does not mean. It does not lock you in. You may end both together on the notice in Schedule E clause 10 or your Method Licence Agreement. When the Licence ends, the Enablement Services and any active New-Hire Installation end on the same date, and Schedule D clause 8 applies.
11. CHANGES TO THE SERVICES
11.1 We may add services at no additional charge, unless agreed otherwise in writing.
11.2 We will not remove or materially reduce any Enablement Service without your written agreement. Changes to how we deliver, your exit right after a material delivery change, and the adjustment where we cannot provide part of the product are governed by clauses 3.5, 3.6, 5.8 and 21 of the Master Client Terms.
12. SUSPENSION FOR NON-PAYMENT
12.1 Where fees are unpaid, clause 7 of the Master Client Terms applies, including the catch-up delivery or credit in clause 7.9. During a suspension, the service levels in clause 2 are suspended and no service credits accrue. Suspension does not by itself end the Licence.
CONTACT
Rev-Raise Group Pty Ltd trading as Rev-Raise ABN 45 691 400 594 · 14 Wales Street, Margate QLD 4019, Australia · [email protected] | +61 468 055 551
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