Frequently asked questions
Each answer links to the guide that covers the topic in full.
Customers
What do I need before I contact you? Workload, location, scale, and timing. Getting started.
How do I know what is included? Read the included, optional, and excluded fields. Reading the service catalog.
When does billing start? Billing follows the applicable order. Implementation milestones or advance charges may occur before service acceptance, while recurring charges start at the event specified for that service. Use the order and invoice support to confirm the relevant trigger. Billing.
Participants
Does joining the framework transfer my business? No. Participation alone does not transfer ownership or customer relationships; agreements define the scope and retained roles. Framework overview.
Can I use my own brand? The white-label option supports your identity within the contracted scope. Brand and white label.
Does qualification guarantee work? No. Provider qualification.
Operations
How do I report an outage? Use the approved service or site escalation route supplied during onboarding—not the public sales form. Incidents.
Who can request remote hands? Only authorized requesters, within the agreed service scope. Remote hands.
How do I ship equipment? Obtain receiving approval and confirm the receiving window before dispatch. Logistics and RMA.