Service contract FAQ's

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Get answers to some common questions.

 

Q: How can I verify the hours spent?
Report of spent hours is included in each invoice you will receive. If you want to get report on any other day during the month, please contact manager you’re working with.
Q: Why did you spend hours on a support task without a time estimate?
Support tasks are foreseen only for urgent issues on LIVE, that affects revenue, extension functionality, purchase process or prevents clients from normally using the webshop. For this reason, in order to speed up entire process, these tasks has no estimation. By latest changes in our procedure we made, support tasks ca lasts 3 hours maximum and after that it will be assigned to SMD department where we will ask you for approval of additional hours.
Q: What is the maximum amount of hours I can provide work for in the last week of the month?
In the last week of month you can provide ¼ of hours defined by service contract.
Q: In the contract it says you will respond to tickets within [x days] is this also applicable for emergencies?
Urgent and Immediate issues are handled directly.
Q: How do I submit a new request or report a problem?
For submitting new request you can choose on of three options:
visiting ticketing system Redmine on following URL http://redmine.younifydev.net
Call on our phone number +31 (0) 26 700 97 55
Send an email on support@younify.nl
Q: How do I report an emergency outside of opening hours?
Report an emergency outside of opening hours should be done via phone.
Q: I have the feeling you spend more time as estimated? Is this true?
During our work on SMD tasks we will always ask you for time approval before we start working. On this way we’re avoiding spending more than estimated time.
Q: How do I change the priority of a task?
For changing the priority of task please contact our managers or send an email on support@younify.nl with request.
Q: Do I own the code you develop?
Younify is the exclusive owner of its produced code.
Q: I disagree with some hours you charged us. What do I do?
If you disagree with hours you have been charged, please contact manager you’re working with or send an email on office@younify.nl with detailed explained the reason of your disagreement.
Q: Why you didn’t spend all hours defined by service contract?
In most cases we weren’t able to spend hours if work has been assigned in last week on current month. Due to planning of all tasks, in last week of current month we are not able to plan more than ¼ of hours defined by service contract.
Q: I called support, but the call got transferred to the general reception desk. What do I do?
Please leave a message and we will call you back as soon as possible. Also, if you have an urgent issue to report, please contact us on one of three options:
– visiting ticketing system Redmine on following URL http://redmine.younifydev.net
– Call on our phone number +31 (0) 26 700 97 55
– Send an email on support@younify.nl
Q: I’m not getting email notifications from Redmine.
Please check your “Spam” or “Junk” folder. Also you can check with your provider if email address noreply-redmine.younify@gmail.com is not blacklisted.
Q: I get too many emails from Redmine. What do I do?
In order to decrease number of incoming emails from Redmine, please let us know and we will make changes on tasks where your account has been configured as “Watcher”.
Another way how to get lower number of emails is to go to “My Account” and under “Email notifications” select option which most fits your requirements.
Q: What do the different statuses of issues in Redmine mean?
Please check explanation for all statuses:New: new task created
In progress: developer start working on task
QA Needed: task waiting for testing
Move To Production: task is ready for moving on live
Needs feedback: waiting for feedback from client or developer
Resolved: task has been successfully resolved and confirmed by the client
Closed: nothing more to be done on task
Rejected: client rejected our estimation or proposal
Estimation Needed: by our procedure, when developer spend all estimated time and needs more, task will be assigned for new estimation
Need More Information: developer need more information in order to continue working or completing task
Estimated: after we estimate specific task, it will be changed to this status
In Proposal: points from task are sent in proposal to the client which has to be approved
Canceled: task has been canceled
Postponed: client requested task to be postponed
Awaiting Payment: we’re waiting for payment from client
Validate & Estimate: task assigned to team lead or developer to validate task’s description/request and to provide estimation for it
Approve hours: task assigned to client to approve estimated hours
Put In Planning: task will be planned for next month(s)
Assign developer: task has approved hours and waiting to be assigned to developer
Additional hours Needed: during work on task developer noticed that more time will be needed to complete the work. Task is assigned to manager/team lead for review
QA Failed: task failed QA process and will be assigned back to developer for additional work
QA Passed: task passed QA process and will be requested for moving on live
Validation failed: task is missing important information in order to get proper estimation
Move To staging: task will be moved on staging server
In Queue: task is assigned on developer and it is in developer’s “queue” list

Q: What is the payment term of the invoices?
Service contact’s invoice has period of 14 (period of payment indicated on invoice) days to be payed. Late payment will potentially result in additional fees for the delayed payments. In case Client fails to settle the invoices on time Younify reserves the right to pause all activities for the client until all open invoices are settled.
Q: Whether the amount for additional hours (hours used above the prepaid hours in package) can be removed from the invoice?
The amount for additional hours can not be removed from the invoice afterwards, since additional hours have been approved to Manager you’re working with.
Q: Can we reduce our cost for the services? Is it possible to decrease the amount of the invoice?
The amount for monthly prepaid hours is define with service contract package which you choose. Beside that, on invoice you can see the amount for additional hours used in previous month. You can decrease the amount of the invoice by spending a less additional hours.
Q: Is it the option to transfer the additional hours spent in current month to the next month?
No, there is no option to transfer additional hours in next month given that the hours can be approved, above the prepaid hours, to be used in current month.
Q: Is there an option to transfer the unused prepaid hours from current month to the next month?
No, there is no option to transfer the hours which is not used in current month to the next month since all prepaid hours expire after 30 days.
Q: What happen with the hours in the period Younify pause the activities until the invoice is settled?
In case Client fails to settle the invoices on time Younify reserves the right to pause all activities for the client until all open invoices are settled. In that period hours will not be used for work on the issues until client settled the payment for the invoices, after which we continue regularly to work on issues and spent hours.
Depend on when the invoice is settled and when the work continued, it can happen that is not possible to spent all prepaid hours and that hours will expired in current month, regarding to the weekly limitation of the hours which can be planned for the work [in last week of current month we are not able to plan more than ¼ of hours defined by service contract].
Q: How do you determine which tasks are handled first?
Handling of tasks is defined by task’s priority.
Q: Can you tell me when task [xxxx] will be handled?
Plan for completing tasks will be send to you on the beginning of the month and we will work by that plan. Plan can be made in agreement with you (after you send us list of tasks which are most important for you) or we can make it by task’s priority in Redmine.
Q: Can we limit the number of additional hours?
Yes, the number of additional hours can be limited by you by determining on which tickets you want to be worked on and spending the additional hours.
Q: Can you guarantee me enough resources if we want to spend more hours than the amount specified in the service contact?
If you want to spend more hours than the amount specified in the service contract, please contact Manager you’re working with so we can make plan and complete all work.
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