PFA - Terms - Manager response team
The below terms for the Response Team Services forms part of the Sales and Delivery Terms, version DK-5.0. To deliver in accordance to the below described terms it is a prerequisite that the Customer is a customer of PFA throughout the subscription period.
The module Howdy Manager includes a proactive response team (hereinafter Response Team). The following conditions apply to the Response Team services:
- The Response Team calls the Managers who show a need for contact through the use of the Howdy Manager module. A case is created in Howdy’s case system when a need for contact is registered and the Manager is asked to give a reason for the low score in the group. The number of cases in the Response Team is unlimited. If the Response Team and the Manager jointly finds it relevant, a follow-up call can be agreed. (i.e. one case covers one call and potentially a follow-up call). Each call is limited to a duration of 30 minutes.
- If a Manager is not reached on the first try, the Response Team will make another 3 attempts within the following 2 working days (Monday to Friday excluding Danish national holidays, Constitution Day, Christmas Eve and New Year’s Day). If contact cannot be made after the 4th attempt, the case will be closed and, if possible, an electronic message is sent to the Manager notifying that contact has been attempted. Such an attempt is counted against the total number of cases, cf. 1 above.
- The Response Team is open Monday to Thursday from 08:00 to 20:00 and Friday from 08:00 to 16:00 excluding Danish national holidays, Constitution Day, Christmas Eve and New Year’s Day.