Professional Services Policies

How to Request Professional Services
Method of Payment for Courses and Consulting
Costs Associated with Onsite Professional Services
Professional Services Events Cancellation Policies
Pager Support Cancellation Policy
Use of Recording Devices During Courses
Onsite Training Materials
Contact 1.800.DATATEL

How to Request Professional Services

At Datatel and Regional Courses
You may register online for a course from the Education Calendar (requires login) or you may request enrollment in a course by contacting Client Services Initiatives in either of these ways:

call 1.800.DATATEL and select option #4
send an e-mail to services@datatel.com

Enrollment is granted on a first come, first serve basis. Datatel reserves the right to close registration when the maximum enrollment for each facility is reached. Datatel reserves the right to reschedule or cancel any course, giving notice to those registered at least 21 calendar days prior to the original class date. Datatel is not responsible for nonrefundable airline tickets purchased outside that 21 day window or tickets purchased prior to enrollment confirmation.

Enrollment confirmation notices are e-mailed to registrants immediately upong registration. Econfirmations are not a guarantee that the class will take place. The econfirmation will include links to travel information and the course description. Please read these materials carefully and contact Client Services Initiatives if you have any questions.

Onsite Courses and Consulting
You may request a course and/or consulting be scheduled at your institution by contacting Client Services Initiatives in either of these ways:

call 1.800.DATATEL and select option #4
send an e-mail to services@datatel.com

Datatel will email the requestor an order confirming the requested ser vice(s). Once the order is signed and returned, Client Services Initiatives will work with you to schedule a consultant to meet your needs.

Confirmation notices for onsite services are e-mailed to the requestor approximately six weeks prior to the service. Please read these materials carefully and contact Client Services Initiatives if you have any questions.

Phone Consulting
You may request phone consulting by contacting Client Services Initiatives in either of these ways:

call 1.800.DATATEL and select option #4
send an e-mail to services@datatel.com

Confirmation notices for phone consulting are e-mailed to the requestor approximately six weeks prior to the service. All phone consulting is scheduled on Eastern Time. Please read your confirmation carefully and contact Client Services Initiatives if you have any questions.

Methods of Payment for Courses and Consulting

At-Datatel and Regional Courses
At-Datatel and regional training courses are paid for by using Flexible Spending Service Dollars or by direct invoice. Billing occurs on the beginning of the month following the attended course(s).

When Flexible Spending Service Dollars are available on your institution's account, the cost of course attendance will automatically be deducted from your balance. Otherwise, an invoice will be generated if your institution does not have Flexible Spending Service Dollars available. Fixed priced services (examples include Technical Training Week, Online Technical Training Conference, and self-paced Business Objects courses) are not subject to Flexible Spending discounts.

If Flexible Spending Service Dollars are not available on your account, your institution will be invoiced at the prevailing course rate. Please see the course description for the prevailing rate. This price does not include travel or living expenses incurred by a Client traveling to Datatel to attend a course. Payment for at-Datatel training classes is due, in full, within 15 days of invoice receipt.

Onsite Courses
Onsite training courses are paid for by using Flexible Spending Service Dollars or by direct invoice. Billing occurs upon completion of the service.

When Flexible Spending Service Dollars are available on your institution's account, the cost of the onsite course will automatically be deducted from your balance. Otherwise, an invoice will be generated if your institution does not have Flexible Spending Service Dollars available. Fixed priced services are not subject to Flexible Spending discounts.

If Flexible Spending Service Dollars are not available on your account, your institution will be invoiced at the prevailing on-site course rate. Please see the course description for the prevailing rate. This price allows for up to 10 participants in a class. Additional participants, up to 14, may be added at the rate of $350 per participant per day for application training and $450 per participant per day for technical training.

Your institution will also be responsible for the instructor's travel and living expenses in connection with the class (please see Costs Associated with Onsite Services for more details). Payment for on-site training is due, in full, within 15 days of invoice receipt.

Onsite Consulting
Onsite consulting services are paid for by using Flexible Spending Service Dollars or by direct invoice. Billing occurs upon completion of the service.

When Flexible Spending Service Dollars are available on your institution's account, the cost of the consulting will automatically be deducted from your balance. Otherwise, an invoice will be generated if your institution does not have Flexible Spending Service Dollars available.

If Flexible Spending Service Dollars are not available on your account, your institution will be invoiced at the prevailing on-site rate. Please see the consulting description for the prevailing rate.

Your institution will also be responsible for the instructor's travel and living expenses in connection with the service (please see Costs Associated with Onsite Services for more details). Payment for on-site consulting services is due, in full, within 15 days of invoice receipt.

Phone Consulting
Minimum billing for phone consulting is for one hour. Should you need to extend the consulting session and the consultant is available, additional charges may be accrued in 15 minute increments.

Phone consulting services are paid for by using Flexible Spending Service Dollars or by direct invoice. Billing occurs upon completion of the service.

If Flexible Spending Service Dollars are not available on your account, your institution will be invoiced at the prevailing phone consulting rate. Please contact Client Services Initiatives for the prevailing rate. Payment for on-site consulting services is due, in full, within 15 days of invoice receipt.

Costs Associated with Onsite Professional Services

In addition to the cost of your onsite course or consulting, your institution will also be responsible for the instructor's travel and living expenses in connection with the service. These expenses typically include all of or a combination of the following: airfare, car rental, lodging, meals. If you have questions about these associated costs, please contact Client Services Initiatives.

Professional Services Events Cancellation Policies

Training: At Datatel Classes, e-Learning Programs, Regional Workshops, Training Packages, Virtual Courses, Webinars
Course enrollments may be changed or canceled without penalty up to 21 calendar days prior to the course start date. After that time, full payment for a class is due whether or not the class is attended. This penalty is applicable regardless if the session is rescheduled. To cancel or change a registration, please call 1.800.DATATEL option 4 or send an e-mail to services@datatel.com.

Datatel reserves the right to reschedule or cancel any class, giving notice to those registered at least 21 calendar days prior to the original class date. For training held in a classroom (At Datatel Classes, Regional Workshops, Training Packages), Datatel is not responsible for nonrefundable airline tickets purchased outside that 21 day window or tickets purchased prior to enrollment confirmation.

Training: Self-Paced Courses
Course enrollments may be changed or canceled without penalty within 3 calendar days of the initial enrollment date. After that time, the enrollment is non-refundable. To cancel a self-paced registration, please call 1.800.DATATEL option 4 or send an e-mail to services@datatel.com.

Onsite Services
In the event that you must cancel or reschedule your onsite training or consulting visit, please call 1.800.DATATEL option 4 or send an e-mail to services@datatel.com as soon as possible. Penalty charges will be incurred based on the number of calendar days you are canceling prior to the scheduled visit. This penalty is applicable regardless if the session is rescheduled. Our cancellation policy is as follows:

30 calendar days or more notice: no penalty
29 - 14 calendar days notice: 50% penalty*
13 calendar days or less notice: 100% penalty*

Penalty charges are based on the current list price for services and will be billed directly.

*Datatel will also bill 100% of any airline-imposed cancellation charges associated with previously purchased non-refundable fares we incur as a result of the cancellation.

Phone Consulting
In the event that you must cancel or reschedule your phone consulting, please call 1.800.DATATEL option 4 or send an e-mail to services@datatel.com as soon as possible.

Datatel's cancellation policy for phone consulting includes a 100 percent penalty within two full business days prior to the date of the session. This penalty is applicable regardless if the session is rescheduled. For example, if the session is scheduled for Friday at 2 p.m. EST, you must cancel by 6 p.m. EST on Tuesday. Penalty charges are based on the list prices for consulting and will be billed directly.

Pager Support
Cancellation of pager support that is provided outside of Datatel's normal business hours * (including holidays) will require 2 full business days of notice. For example, cancellation of a Sunday evening pager support service will need to be received before 6:00 p.m. EST on Wednesday. Cancellation of a Monday daytime pager support that is a holiday will also need to be received before 6:00 p.m. EST on the previous Wednesday.

Cancellation of pager support that is to be provided during Datatel's normal business hours * will require notice by 6:00 p.m. EST on the previous business day. For example, cancellation of a Monday daytime pager support (that is not a holiday) will need to be received before 6:00 p.m. EST on the previous Friday.

If notice is not received before the times specified, the retainer fee for the service will not be refunded. To see more information on retainer fees, please see AnswerNet document 59.877.

To cancel pager support, please contact the Services Solution Center at 1.800.DATATEL option 2.

* For the purposes of this policy, Datatel's normal business hours are 9:00 a.m. to 6:00 p.m. EST Monday through Friday excluding days when Datatel is closed.

Use of Recording Devices During Courses

Audio recording of a course is permitted upon notification of the instructor. Video recording is prohibited due to proprietary considerations.

Onsite Training Materials

Each class participant must have his own Learning Guide. Your institution is responsible for reproducing and distributing the Learning Guide. The Learning Guide will be available to our contact at your insitution in the Training & Education area of the Datatel Web site 21 calendar days prior to the scheduled start date. The contact person will also be notified by email when the material is available. Datatel has authorized your institution to duplicate this material.

Contact 1.800.DATATEL

Datatel’s toll-free number offers Clients a wide array of choices. Clients may learn more about our products, get in touch with the Solution Center, contact their Account Manager, schedule Services, or inquire about documentation. When calling 1.800.DATATEL, you will be prompted to choose from one of the following selections:

1. Product Information - If you would like to receive literature on new product offerings.

2. Services Solution Center - Within this selection are the following options:

1. Benefactor Solution Center
2. Financial System/Human Resources System Solution Center
3. Financial Aid/Accounts Receivable Solution Center
4. Systems and Tools Solution Center
5. Student System/Core Solution Center

3. Center for Institutional Effectiveness - Find out more about the Center's Quality programs.

4. Scheduling of Professional Services Consulting and Training - Request enrollment in an at Datatel or regional class or schedule onsite training or consulting services.

5. Datatel Partners - Information on becoming a Datatel partner.

6. Datatel Users Group - Hear details about the upcoming Datatel Users Group and/or leave a message for a conference coordinator.

7. Business Advisory Services - Contact this team of experts to learn more about tailored solutions for your business needs.

Note: Please be sure to leave your contact information should you reach a voice mail box. Someone will be in touch with you right away!