Frequently asked questions
Questions before you choose?
Learn how billing, included time, renewals, response times, and work outside your plan are handled.
What happens if we cancel and later return?
Your plan-member service, software, and automation discounts end when your plan ends, along with any tenure-based benefits. If you return, then-current pricing and benefits apply, and you enter the current capacity ramp, which is typically two to four weeks.
What are the cancellation and refund terms?
Either party may terminate with 30 days' written notice. Fees already paid are not refundable once work has begun or capacity has been reserved. When appropriate, unused services may be converted into future services, a revised scope, or credits as described in the TeamKickstart MSA.
Do included sessions or implementation hours roll over?
No. Included time resets monthly, which helps us maintain capacity and offer the plan at a lower effective rate. Separately purchased service-hour bundles remain usable for at least 12 months.
What does a one-, two-, or three-day response time mean?
It means a substantive response within that many business days. It is not a promise that every issue will be fully resolved within that period.
What if Managed work exceeds the monthly allowance?
We stop before performing unapproved overage. You may approve additional service hours, defer the work, or separately scope a larger transformation.
Can we receive annual pricing without one large payment?
Yes. You may keep the annual commitment and pay 40% before service begins, followed by three 20% quarterly checkpoints. A 5% financing fee applies.
When does service begin?
Pricing may be locked first, but service and response-time coverage begin only after TeamKickstart confirms capacity and the required initial payment clears.
How will we know an annual renewal is approaching?
We provide approximately 45 days' notice and attempt an account review approximately 30 days before renewal.
What is excluded from plan pricing?
Custom development, major transformations, third-party costs, and applicable taxes are separate. Public software and published automation-template benefits are described in the comparison above.
