The mission of Aegis' Professional Services team is to deliver exceptional services to our customers. To support this goal, we schedule our engineers efficiently while making every effort to accommodate customer needs. The following policy outlines the guidelines for scheduling, rescheduling, and cancellation of services engagements.
Scheduling and Cancellation Policy
Aegis understands that business priorities and circumstances can change unexpectedly. This policy is designed to balance flexibility for our customers with effective management of our team’s time and resources.
Remote Sessions (One Business Day or Less of Time)
- Three (3) business days’ notice
- Customers will be charged 50% of the scheduled session time, or a minimum of 30 minutes, for each cancelled or rescheduled session.
- Same-day cancellation or no-show
- Customers will be charged 100% of the scheduled session time.
Notification must be provided by phone or email.
On-Site Sessions and Remote Multi-Day Sessions
- Ten (10) business days or fewer notice
- Customers will be charged 50% of the scheduled onsite or multi-day remote time and associated travel time.
- Five (5) business days or fewer notice
- Customers will be charged 100% of the scheduled on-site or multi-day remote time and associated travel time.
- Non-refundable expenses
- For any confirmed on-site engagement that is cancelled, customers are responsible for all non-refundable expenses incurred by Aegis, including but not limited to airfare, rental cars, and other travel-related costs.
Exceptions
Aegis' Professional Services leadership reserves the right to make exceptions to this policy in cases of severe or uncontrollable circumstances. Approval authority for any exception rests with the VP of Professional Services.