To keep our partners and customers well-informed about their self-service options, the billing implications of requested services, and the services included in their hosting fees at no extra cost, we have updated our Attachment A – Billable vs Non-Billable Events. Starting in August 2024, all contracts will incorporate this updated document, which clearly defines which services incur charges and which are included in the hosting fees. While not exhaustive, this guideline outlines billable services. Generally, if a task can be performed by the customer or partner, it will be billable. Furthermore, if a service is not explicitly listed as non-billable, it will be considered billable. For customers with an SLA waiver in place, all services will be billable.

Below is a chart from the updated document. If you have any questions, please contact our support team at support@njevity.com.