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Why and When Professional Service Labor is Charged?

This article explains how eXpress badging® bills for Professional Service Labor Hours related to Veonics® Portal customization, rebadging project management, and custom integration work. It helps customers understand when these services are included, when they are billable, and how approval and billing are handled.

💼 Why and When Professional Service Labor Is Charged

 

Overview

Professional Service Labor applies to custom or project-based work that goes beyond standard Veonics® Portal setup or support.

These services involve planning, configuration, development, and consulting performed by eXpress badging® subject matter experts (SMEs) and technical specialists.

Professional Service Labor is billed per hour at published rates, with written estimates and approval required before any billable work begins.

When Labor Is NOT Charged

Labor is not billed when:

  • The work is part of an included deliverable within a paid Veonics® Portal subscription (e.g., standard customer onboarding or initial user training).

  • Support relates to existing system features or minor configuration assistance within the customer’s current license.

  • The activity involves correcting a verified software defect (covered under warranty or SaaS agreement).

  • The task falls under contracted SLA coverage or a pre-approved project scope that already includes labor.

When Labor IS Charged

Labor is billed when work requires additional customization, development, or expert time beyond standard support, including:

🧩 Custom Veonics® Portal Setups

Examples:

  • Elaborate badge design builds (multi-layer or branded templates)

  • Multi-location or mass user imports and configurations

  • Advanced field mapping, rules, and role-based permissions

  • Dedicated project management for rebadge campaigns or large-scale implementations

  • Extended consultation or documentation sessions with customer IT or HR teams

🧠 Custom Portal Feature Requests

Examples:

  • Development of new functionality not available in the current Veonics® Portal release

  • Custom workflows, reports, or API integrations to support enterprise environments

  • Enhancement requests requiring engineering or code modification

  • Technical architecture design or multi-system integration support

⚙️ Special Projects and Integrations

Examples:

  • Integration of Veonics® Portal with third-party databases, PACS, or HR systems

  • Design of custom import/export tools or middleware

  • Advisory and support for on-premises hardware or kiosk deployments

  • Attendance and coordination during scheduled remote or Teams-based project meetings

Why Professional Labor Is Billed

These services require expert technical resources, project management, and often custom software development.
Labor billing ensures customers receive:

  • Dedicated time from certified specialists

  • Detailed planning, coding, and quality control

  • Professional documentation and testing before deployment

  • Traceable work logs and version control during custom feature builds

Professional service labor is always time-tracked, approved in advance, and invoiced transparently after completion.

How Labor Is Approved and Billed

  1. eXpress badging® prepares a Professional Service Proposal that outlines:

    • Project scope and objectives

    • Estimated labor hours (by role or rate)

    • Deliverables, milestones, and expected outcomes

    • Any dependencies, hardware, or API requirements

  2. The customer reviews and provides written approval before any work begins.

  3. Labor is billed either:

    • Per hour at the published rate (time-and-materials basis), or

    • Fixed project cost for defined deliverables (upon request).

  4. Upon completion, a detailed Service Summary and invoice are issued showing actual labor hours, project notes, and remaining open items (if any).

Transparency and Mutual Understanding

eXpress badging® maintains full transparency to ensure mutual accountability:

  • No professional labor is performed or billed without prior written approval.

  • Customers receive accurate estimates, milestone tracking, and communication throughout.

  • Labor summaries and invoices are fully itemized by date, duration, and task type.

  • Any additional work beyond approved scope requires written authorization.

  • Professional labor includes a 30-day workmanship assurance for completed tasks unless otherwise stated in a project agreement.

Summary

Professional Service Labor is billed only when work exceeds standard support or configuration, and only after customer authorization.

This ensures fairness, predictability, and continued access to eXpress badging’s® certified technical experts for all custom and enterprise-level Veonics® projects.