1. Overview

The following policies supplement the Dotwork Customer Agreement and govern specific aspects of the relationship between Dotwork and Customer.

The specific scope, deliverables, and details of the Advisory Services provided to a Customer are outlined in the applicable Order and classified as either:

• (a) Expert Services – Standalone service offerings, such as assessments and workshops, or
• (b) Subscription Services – Ongoing advisory plans offered through subscription-based models.

2. Subscription Term and Consumption Period

Expert Services must be utilized within 12 months from the Order date. Any unused services will expire after this period, and no refunds or credits will be issued unless otherwise agreed.

3. Availability of Advisory Services Representatives

Advisory Services are available during Business Hours:

• Services are delivered by Dotwork product specialists, which may include: a) Solution Strategists, or b) Technical Architects.
• A kick-off meeting must be scheduled within 30 days of the Order date.
• Dotwork may assign different Advisory Services Representatives based on the scope of services and Dotwork Products involved.
• Services may be provided remotely or according to a mutually agreed schedule between Dotwork and the Customer’s Account Representatives (as defined below).
• "Business Hours" means Monday through Friday, 9:00 AM to 5:00 PM, local time at the primary service location, excluding public holidays, unless otherwise specified in the Order.

For details on on-site service delivery, see Section 5 (Travel & Living Expenses).

4. Account Representatives

Customer must designate up to two individuals as primary points of contact for the Advisory Services team (“Account Representatives”).

All requests and communications regarding Advisory Services must go through the Account Representatives, whose instructions Dotwork will rely on and act upon.

Customer is responsible for ensuring that Account Representatives possess baseline technical knowledge of the Products associated with the Advisory Services.

5. Limitations of Advisory Services

Advisory Services fees secure the availability, time, and expertise of Dotwork’s Advisory Services Representatives.

Dotwork will make commercially reasonable efforts to deliver Advisory Services professionally and to address Customer requests, but resolution of requests is not guaranteed.

The scope of advisory guidance depends on: a) the specific Advisory Services ordered, b) Customer’s unique needs and requests. Only topics explicitly listed in the Advisory Services description or an applicable Advisory Services data sheet are within the scope of services.

6. Travel & Living Expenses

Certain Advisory Services offerings include on-site service visits, specifically for workshops, which come with two on-site visits, each lasting two business days, unless otherwise agreed. These visits must be scheduled within the Advisory Services term. Unused visits do not roll over unless otherwise agreed in writing.

Other on-site services are not included unless separately agreed upon. If on-site services are approved, Customer will: a) reimburse pre-approved travel, lodging, and meal expenses for Advisory Services Representatives, and b) be invoiced at least monthly, following the payment terms in the applicable Order.

7. Advisory Services

7.1 General.  Advisory Services include standalone offerings such as assessments and workshops. Services focus on discussing the design and implementation of Customer’s deployment of Dotwork Products or solutions, as described in the applicable Advisory Services data-sheet.

7.2 Refund Policy.  Customer may request a refund for Advisory Services if: a) notice is provided via Customer’s Account Representative within 30 days of the Order date, or b) Dotwork has not yet commenced service delivery. If Dotwork fails to commence service within the agreed-upon period due to reasons within its control, and no alternative arrangement has been agreed upon, Customer may request a full refund.

8. Change Control Procedure

Changes to an Advisory Services engagement must be documented in writing and signed by both parties, including via email or electronic signature, unless a formal contract amendment is required. Dotwork has no obligation to begin work on any requested changes until a formal agreement is executed.

9. Customer Use Rights

As part of the Advisory Services, Dotwork may provide: reports, analyses, templates, technology, or other deliverables. Customer may use these deliverables only as part of its authorized use of the Dotwork Products.