Request Allocations Policy
Request Allocations
Each account with a Managed Services subscription receives the following Request allocations during each 3-month allocation period:
- 6 Small Requests
- 4 Medium Requests
- 2 Large Requests
Request allocations reset every 3 months based on the Customer's contract start date. If Managed Services is purchased between scheduled 3-month allocation reset dates, the Customer will receive the full Request allocation immediately upon activation, regardless of the time remaining until the next reset date. Request allocations will reset at the next scheduled 3-month reset date and will continue refreshing every three months thereafter.
Examples:
If your contract start date is October 4, you will receive your full Request allocation for the period October 4 through January 3. Your Request allocations will reset on January 4.
If your contract start date is May 16, you will receive your full Request allocation for the period May 16 through August 15. Your Request allocations will reset on August 16.
- If your contract renewal date is September 1 and you purchase Managed Services on July 16 of the same contract year, you will immediately receive your full Request allocation for the remainder of the current allocation period (July 16 through August 31). Your Request allocations will reset on September 1 and will continue to reset every three months thereafter.
Request Usage
- Customers may use up to six (6) Small Requests, four (4) Medium Requests, and two (2) Large Requests during each 3-month allocation period.
- Additional Request allocations cannot be purchased during an allocation period or at any point during the current contract year.
- Unused Request allocations do not roll over from one allocation period to the next and do not carry over between contract years.
- Request allocations are applied when services or training sessions are delivered. Submission of a Request does not reserve future Request allocations, guarantee scheduling, establish priority in a future allocation period, or allow unused allocations to be banked between allocation periods.
- All Managed Services work is scheduled based on team availability, service capacity, instructor availability where applicable, and the customer's available Request allocations at the time services are delivered.
- Requests submitted near the end of an allocation period may be delivered in a subsequent allocation period based on team availability, scheduling constraints, request complexity, and the information required to complete the work, as reasonably determined by Siteimprove. The submission date of a Request does not guarantee delivery within a specific allocation period.
- Each Request must fit within the scope and limits defined for that Request type in the Managed Services Request catalog. If a Request is larger or more complex than expected, our Managed Services expert will review it with you and determine the best path forward. This may include adjusting the scope, splitting the work into multiple Requests, applying a different Request classification, or deferring the work until a future allocation period.
- Training sessions are considered Small Requests. Customers may use their available Small Request allocation for training sessions, platform configuration services, or other eligible Small Request types. For example, if all six Small Requests are used for training sessions, no Small Request allocations will remain for other Small Request services until the next allocation period.
- Customers may only utilize Request allocations available within the allocation period in which services are delivered. If a submitted Request exceeds the Customer's remaining allocation for the applicable Request size, our Managed Services expert will work with the Customer to identify the best path forward. This may include adjusting the scope, deferring the Request until a future allocation period, or declining the Request if sufficient allocations are not available.
- Customers may use up to six (6) Small Requests, four (4) Medium Requests, and two (2) Large Requests during each 3-month allocation period.
- Additional Request allocations cannot be purchased during an allocation period or at any point during the current contract year.
- Unused Request allocations do not roll over from one allocation period to the next and do not carry over between contract years.
- Request allocations are applied when services or training sessions are delivered. Submission of a Request does not reserve future Request allocations, guarantee scheduling, establish priority in a future allocation period, or allow unused allocations to be banked between allocation periods.
- All Managed Services work is scheduled based on team availability, service capacity, instructor availability where applicable, and the customer's available Request allocations at the time services are delivered.
- Requests submitted near the end of an allocation period may be delivered in a subsequent allocation period based on team availability, scheduling constraints, request complexity, and the information required to complete the work, as reasonably determined by Siteimprove. The submission date of a Request does not guarantee delivery within a specific allocation period.
- Each Request must fit within the scope and limits defined for that Request type in the Managed Services Request catalog. If a Request is larger or more complex than expected, our Managed Services expert will review it with you and determine the best path forward. This may include adjusting the scope, splitting the work into multiple Requests, applying a different Request classification, or deferring the work until a future allocation period.
- Training sessions are considered Small Requests. Customers may use their available Small Request allocation for training sessions, platform configuration services, or other eligible Small Request types. For example, if all six Small Requests are used for training sessions, no Small Request allocations will remain for other Small Request services until the next allocation period.
- Customers may only utilize Request allocations available within the allocation period in which services are delivered. If a submitted Request exceeds the Customer's remaining allocation for the applicable Request size, our Managed Services expert will work with the Customer to identify the best path forward. This may include adjusting the scope, deferring the Request until a future allocation period, or declining the Request if sufficient allocations are not available.
Platform Configuration Service Requests
- A Request allocation is consumed once the Request enters the Build phase and the Customer has been notified that work has begun. For allocation tracking purposes, this is considered the delivery date of the Request.
- Please see our Managed Services Request Workflow [insert link] for additional details.
- If a Request is determined to be unachievable, no Request allocation will be consumed.
- If a Request is canceled before the Build phase begins, no Request allocation will be consumed.
- Once work has started, the applicable Request allocation is considered used and the Request cannot be canceled.
Training Session Requests
Training sessions are considered Small Requests.
If a training session is canceled within 24 hours of the scheduled start time, the applicable Small Request allocation will be considered used.
If a training session is canceled more than 24 hours before the scheduled start time, the applicable Small Request allocation will not be consumed.
Training sessions may be rescheduled without consuming a Request allocation when notice is provided at least 24 hours in advance.
Rescheduling within 24 hours of the scheduled session may result in the applicable Small Request allocation being considered used.
Training sessions are considered Small Requests.
If a training session is canceled within 24 hours of the scheduled start time, the applicable Small Request allocation will be considered used.
If a training session is canceled more than 24 hours before the scheduled start time, the applicable Small Request allocation will not be consumed.
Training sessions may be rescheduled without consuming a Request allocation when notice is provided at least 24 hours in advance.
Rescheduling within 24 hours of the scheduled session may result in the applicable Small Request allocation being considered used.
No-Shows
If you miss a scheduled training session without notice, the applicable Request allocation will be considered used and cannot be reinstated.
If no attendees join a scheduled training session within 10 minutes of the start time, the applicable Request allocation will be considered used and cannot be reinstated.
General Notes
Please submit cancellation or rescheduling requests by replying to the automated email associated with your original Request.
If a situation is not covered by these guidelines, Siteimprove will review the circumstances and determine an appropriate resolution.