Phone support and consulting services are both essential components of providing customer support, but they differ in several important ways. Phone support typically refers to a service that provides assistance over the phone, often through a centralized hotline. This type of support is generally designed to help customers troubleshoot technical issues, answer questions about product features, or provide guidance on how to use Yardi Software and Services. Phone support is typically provided by a team of customer service representatives who are trained to handle a wide range of customer issues and inquiries.
Consulting services, on the other hand, are typically more specialized and tailored to the specific needs of the customer. Consulting services are designed to provide expert guidance and advice on a wide range of business issues, including software implementation, process improvement, and organizational strategy. Consulting services are typically provided by a team of experts with specialized knowledge and expertise in their field. While phone support is generally focused on providing immediate assistance with technical issues, consulting services are focused on helping customers optimize their business operations and achieve their long-term goals.
Phone support is provided in support units that are in increments of 15 minutes, which means that clients can utilize phone support resources using as many or as few units as needed to address their specific support needs. This approach ensures that clients only pay for the exact amount of phone support they require, without having to commit to a full hour of phone support services. On the other hand, consulting services are provided in increments of 1 hour only, as these services are typically more involved and require a greater commitment of time and resources. By breaking down phone support into smaller increments, we can provide flexible and cost-effective support solutions that meet the diverse needs of our clients.
In the event that on-site consulting services are required, the client shall be responsible for all associated travel expenses of a reasonable cost. This includes but is not limited to flights, car rentals, and gas expenses, as well as a per diem of $60 per day for any necessary accommodations or meals. All expenses shall be pre-approved by the client and incurred in accordance with the client’s travel policies and guidelines. The consulting firm shall provide receipts and documentation of all expenses incurred during the on-site visit. The client shall reimburse the consulting firm for all approved and documented expenses within 30 days of receipt of invoice. The consulting firm shall make every reasonable effort to minimize travel expenses and shall provide the client with a detailed estimate of all anticipated costs prior to the on-site visit.
Phone support is a service that provides assistance over the phone, typically through centralized hotline available during business hours of the timezone where your portfolio’s headquarters is located, to customers who need help with a product or service. The support team is generally composed of trained customer service representatives who are skilled in identifying and resolving common issues that customers may experience. Phone support is designed to provide immediate assistance to customers who have questions or problems, such as technical issues or billing inquiries. This type of support can be an essential component of customer service, as it allows customers to quickly and easily get the help they need without having to go through a lengthy process. Phone support can be provided by a wide range of businesses, from software companies to retail stores, and is often a key factor in building customer loyalty and satisfaction.
Consulting services are professional services that provide specialized knowledge and expertise to help businesses address specific challenges or opportunities. Consultants work with clients to identify problems, develop solutions, and implement strategies that can improve their overall performance or achieve specific goals. These services can be offered in a variety of industries, including finance, management, IT, and marketing, among others.
Consulting services can include tasks such as process analysis, project management, data analysis, training, bank reconciliations, and accounting audits, among others. Consultants typically have a deep understanding of industry best practices and are skilled at helping clients overcome complex challenges. They can work with businesses of all sizes, from small startups to large corporations, and can be hired on a project-by-project basis or on an ongoing basis to provide ongoing support and guidance.
The generation of ad hoc and custom reports in Yardi Breeze Premier is charged through the consulting hourly rate, and an estimate will be provided by Authorized Consulting. An authorized client representative will need to approve the estimate before Authorized Consulting can start working towards generating the custom ad hoc or YSR report. The estimated time for a quote on a custom report is 5-10 business days, and the time to complete could be 1-4+ weeks, depending on the complexity of the custom report. All detailed information will be provided in the custom report quote/pricing proposal. Whenever possible, Authorized Consulting will work towards exceeding the expectations of the estimated time frames listed above and provide the completed quote, proposals and custom ad hoc or YSR report sooner than the time frames listed.
1. Invoicing: The Contractor will deliver invoices to the Client on a weekly or monthly basis for services. Each invoice will detail the provided services, date of service, and corresponding charges.
2. Due Upon Receipt: Payments for invoices issued by the Contractor to the Client are due immediately upon receipt.
3. Grace Period: However, the Client will be extended a courtesy grace period of five (5) calendar days from the invoice date to make payment (“Grace Period”). During this Grace Period, no late fees will be assessed.
4. Late Payments: Should the Client fail to remit payment within the Grace Period, a late payment fee of 10% of the total monthly minimum amount will be applied.
5. Additional Services: If the monthly retainer limit is reached and additional phone support or consulting services are required by the Client, these will be billed on a weekly basis, in accordance with the pre-agreed rates.
6. Premium Rate for Additional Services with Unpaid Invoices: If the Client requires additional services but is currently overdue on their invoices, hours beyond the minimum monthly retainer will be billed at a premium rate of two hundred and fifty United States Dollars (USD 250.00) per hour until the Client’s invoices are fully settled.
7. Method of Payment: Payments can be made via check, credit card, or bank transfer. Any charges or fees related to these payment methods will be the responsibility of the Client.
8. Disputes: If the Client disputes any item on an invoice, the Client must notify the Contractor within five (5) business days from receipt of the invoice. Both parties commit to working in good faith to resolve any disputes that may arise.
Our consulting services require a monthly minimum service fee to ensure that our clients receive the level of expertise and attention they require. This fee covers the basic services provided by our consultants, including regular check-ins, progress reports, and ongoing support. The exact amount of the monthly minimum service fee will depend on the scope and complexity of the project and will be outlined in the consulting agreement. This fee provides our clients with the assurance that they will receive a high level of service and support from our team throughout the duration of the project. As needs change, the monthly minimum for consulting services can be adjusted on an ongoing monthly basis. Up to 5 hours of the monthly minimum can be carried over to future months of service, but it is important to note that the monthly minimums agreed upon for a given month will not be adjustable nor refundable under any circumstances.
Our consulting services are provided on a month-to-month basis to provide flexibility to our clients. This means that clients can terminate the consulting services at the end of each month, without any long-term commitment. We believe in providing value to our clients, and this approach allows us to continually demonstrate our expertise and deliver results. We understand that circumstances change, and our clients may require consulting services for a shorter or longer period of time, which is why we offer the option of a month-to-month term of service. This approach also ensures that we remain accountable to our clients and continue to deliver high-quality services throughout the engagement.
We understand that timely support is crucial for our clients, and we are committed to ensuring your success by providing prompt responses to your inquiries. The best way to schedule a time for phone support or consulting services is through our online calendar system, which allows you to select a time that works best for you. For immediate support, we offer phone, text, chat or email options, and we strive to respond to all inquiries within two business days or 48 hours of your initial communication. While response times may vary depending on availability, we make every effort to provide same-day responses in most cases. Our team is dedicated to providing you with the support you need to achieve your goals and maximize the benefits of our consulting services.
Confidentiality and Non-Disclosure are critical aspects of our property management software consulting services agreement. We understand that our clients entrust us with sensitive information and data that must be kept secure and protected. As such, we require all our consultants to sign a non-disclosure agreement, agreeing not to share any confidential information with third parties or use it for any purpose other than providing consulting services to the client. We also ensure that our consultants adhere to strict confidentiality protocols and safeguard all client data. This approach ensures that our clients’ proprietary information remains secure and confidential throughout our engagement, and even after the termination of our services. We take confidentiality and non-disclosure seriously and have robust measures in place to safeguard our clients’ information.
Either party, Client or Authorized Consulting, may terminate this contract at will by providing written notice to the other party. Upon termination, all remaining obligations and responsibilities under this contract shall cease, except as otherwise provided in this clause.
Notwithstanding the termination, the Client shall remain liable for the payment of total monthly fees as specified in the agreement up until the effective date of termination.
Termination does not relieve the Client from fulfilling the outstanding charges due for the current month or any other fees or expenses incurred by Authorized Consulting up until the termination date.
Both Client and Authorized Consulting agree that the termination of this contract shall not affect any accrued rights or remedies to either party, including but not limited to any rights or remedies for breach of contract that occurred prior to the termination. Furthermore, the termination shall not release either party from any confidentiality obligations or any other provisions of this contract that, by their nature, are intended to survive termination.
In the event of termination, both parties shall promptly return any confidential information, materials, or documents belonging to the other party. Any licenses or rights granted under this contract shall be immediately terminated upon the effective date of termination.
This termination clause shall be in full force and effect unless modified in writing by both Client and Authorized Consulting.
The Client agrees to hold harmless and indemnify Authorized Consulting, its officers, directors, employees, and agents (“Indemnified Parties”), from and against any and all claims, demands, actions, suits, damages, liabilities, costs, and expenses, including reasonable attorney fees, arising out of or in connection with the use of Yardi Products, including but not limited to Breeze, Breeze Premier, Voyager, and all ancillary products, provided by Authorized Consulting under this contract.
The Client acknowledges that Authorized Consulting is providing services related to data entry and consulting for Yardi Products based on the information and instructions provided by the Client. The Client further acknowledges that the accuracy, completeness, and legality of the data, as well as compliance with applicable laws and regulations, are the sole responsibility of the Client.
The Client agrees to indemnify and hold the Indemnified Parties harmless against any claims, damages, or losses arising from:
1. Inaccurate, incomplete, or misleading data provided by the Client for entry into Yardi Products.
2. Unauthorized access, use, or disclosure of data or confidential information resulting from the Client’s actions or omissions.
3. Breach of any applicable laws, regulations, or contractual obligations by the Client relating to the use of Yardi Products.
4. Any claims or actions by third parties arising out of or in connection with the use of Yardi Products or the services provided by Authorized Consulting.
The Client agrees to cooperate fully with Authorized Consulting in the defense of any claim, and to promptly notify Authorized Consulting of any claim or potential claim that may give rise to indemnification obligations under this clause.
This hold harmless clause shall survive the termination or expiration of this contract and shall continue to be binding upon the parties and their respective successors, assigns, and legal representatives.
