Scheduled Implementation Sessions

Implementation sessions are scheduled as part of the agreed Project Plan. Once a session has been confirmed, the associated Professional Services capacity is reserved specifically for your project.

Cancelling a Scheduled Session

If you cancel a scheduled implementation session with less than 10 working days' notice, the reserved session will be treated as delivered for charging purposes and the applicable Professional Services allocation will be deducted from your implementation balance (or charged where services are invoiced separately).

This reflects the preparation, planning and resource allocation that has already taken place.

Rescheduling a Session

We understand that plans sometimes change and will always aim to accommodate reasonable requests where possible.

Where a request to reschedule is made with 10 or more working days' notice, we will work with you to identify suitable alternative dates. However, if the requested change:

• materially impacts the agreed implementation programme;

• delays key milestones or Go Live;

• displaces reserved Professional Services capacity; or

• requires significant re-planning or re-sequencing,

we may apply reasonable charges for the additional planning and administration required, or recognise the reserved implementation capacity as consumed where it can no longer be reallocated.

Providing 10 working days' notice does not automatically guarantee that implementation activities can be moved without commercial impact, particularly where changes affect the wider delivery programme.

Changes to the Agreed Programme

Following approval of the Project Plan, delivery dates become the agreed implementation schedule and Professional Services resources are reserved accordingly.

Where there is a significant change to the agreed programme, such as:

• substantial postponement or re-sequencing of implementation activities;

• delays to agreed acceptance milestones; or

• postponement of Go Live after a module has been approved,

we will first work with you to understand the circumstances and explore practical options.

Where the agreed implementation plan can no longer reasonably be maintained, the reserved implementation capacity may be treated as consumed. If implementation is to continue at a later date, a revised programme, updated pricing (where applicable) and new delivery schedule may need to be agreed before work resumes.

Pausing an Implementation

If you need to pause your implementation, please discuss this with your Project Manager as early as possible.

Where we agree to pause a project, we may apply:

• an ongoing Project Management charge equivalent to 0.5 Professional Services day per calendar month while the project remains paused; and

• reasonable charges for any re-planning, re-baselining or administrative work required to restart the implementation.

Attendance and Customer Participation

Successful implementation relies on timely participation from both parties.

Repeated late cancellations, failure to attend scheduled sessions, or ongoing unavailability of key project representatives may impact delivery and may require additional planning effort. In these circumstances, we may recognise reserved implementation capacity as consumed and apply the relevant commercial terms outlined above.

Working Together

Our objective is always to deliver your implementation successfully and on schedule. If circumstances change, we encourage you to speak with your Project Manager as early as possible. The earlier we are able to discuss changes, the greater the opportunity to minimise disruption, avoid unnecessary costs and agree a revised plan that works for both parties.