PROFESSIONAL SERVICES TERMS
Last Updated: August 20, 2026
These Professional Services Terms apply to prepaid training, consulting, technical support, and professional services purchased from Service Owl.
SECTION 1 — USE OF PREPAID HOURS
Prepaid hours may be used for scheduled training sessions and for other professional services requested in connection with a customer’s project.
Billable services may include:
• Training and consultation
• Telephone, video, and in-person meetings
• Technical support and troubleshooting
• Research, testing, and system configuration
• Programming, scripting, and development work, including XML configuration
• Content and project-file assistance
• Technical documentation
• Email correspondence related to technical or project work
• Coordination with manufacturers, architects, integrators, consultants, vendors, and other project participants
Brief administrative communication used solely to schedule or reschedule a meeting is not billable.
SECTION 2 — AUTHORIZATION OF WORK
Service Owl may deduct time for work requested or authorized by the customer.
When a customer asks Service Owl to communicate or work with an architect, integrator, manufacturer, consultant, vendor, or other project participant, the related work will be treated as authorized professional services and may be deducted from the customer’s prepaid balance.
An introduction to a third party, accompanied by a request for Service Owl’s assistance, will be considered authorization to perform and bill reasonable work related to that request.
SECTION 3 — RECORDING AND DEDUCTING TIME
Professional services are recorded based on the actual time spent and deducted from the customer’s prepaid balance in 30-minute increments.
Billable time may include meetings, preparation, research, troubleshooting, configuration, development, testing, documentation, follow-up, and substantive project-related communication.
When multiple Service Owl team members participate in the same service, time may be recorded separately for each team member when reasonably necessary to complete the work.
SECTION 4 — TROUBLESHOOTING AND THIRD-PARTY SYSTEMS
Troubleshooting time is billable regardless of whether the issue is ultimately found to involve Service Owl’s work or third-party equipment, software, networks, infrastructure, configuration, or services.
Service Owl cannot guarantee that troubleshooting will result in a resolution because some issues may depend on information, access, equipment, or action from third parties. Time spent investigating, testing, communicating, or developing a proposed solution remains billable professional-services time.
SECTION 5 — CUSTOMER BALANCES
Customers may request a summary of the services performed and their remaining prepaid balance at any time.
Service Owl will make reasonable efforts to notify the customer when the balance is approaching depletion. The customer remains responsible for monitoring the available balance and purchasing additional hours when needed.
SECTION 6 — ADDITIONAL WORK
Service Owl is not obligated to continue working after the prepaid balance has been exhausted. Additional work may require the purchase of another block of hours or separate written authorization from the customer.
If Service Owl performs work beyond the available balance with the customer’s authorization, that time may be invoiced at Service Owl’s then-current hourly rate.
SECTION 7 — SCHEDULING
Scheduled sessions are subject to availability. Customers should provide reasonable notice when requesting a session.
Cancellations or rescheduling requests made less than 24 hours before a scheduled session may result in up to one hour being deducted from the customer’s prepaid balance.
SECTION 8 — EXPIRATION AND REFUNDS
Unless otherwise stated in the applicable proposal or estimate, prepaid hours expire 12 months after the date of purchase.
Prepaid hours are nonrefundable after services have begun. Unused hours are not redeemable for cash and may not be transferred to another organization without Service Owl’s written approval.
SECTION 9 — ACCEPTANCE
By approving an estimate, submitting payment, scheduling services, or requesting work after receiving notice of these terms, the customer agrees to these Professional Services Terms.
Service Owl may update these terms periodically. Any updated terms will apply prospectively to new purchases and renewals unless otherwise agreed in writing.