Decypher Managed Services Accounting
As a Managed Services customer our team has prepared the following information for you to outline our financial processes and procedures in order to ensure all of your questions are answered related to your Hardware-as-a-Service and/or Managed Services. Decypher Managed requires your first month to be paid before service begins, and each payment thereafter to be paid prior to the month of service. Any partial weeks/months may be prorated to align the following service cycle on the first of the month. Any new clients will also receive an invoice for our on-boarding which takes place prior to the start of service. Decypher Managed support will typically begin after our implementation team has completed our implementation project. Our goal is to complete the on-boarding process within 30 days, however this can take longer depending on environmental circumstances.
(Option 1) Without a Decypher Hardware Subscription
In this option your Managed subscription covers hardware that you own, at this time Decypher is not providing any hardware as part of your subscription. A list of covered equipment can be found on your Managed Service Agreement (MSA) Appendix B-x. As was mentioned our goal is to complete your on-boarding within 30 days of the contract being signed. During the first 30 days of our on-boarding, you may have opted to have your previous support company take care of your needs or you may have purchased a block of time which will be used by our Service Team to support you. Once the Implementation team has completed our on-boarding process we will notify you of our Go Live date. This date will be communicated to our Agreement Coordinator who will ensure that all support going forward is applied to your subscription agreement.
(Option 2) With a Hardware Subscription
Your subscription is inclusive of Decypher hardware, a list of equipment Decypher is providing you and equipment you own that is covered under your agreement can be found on your Managed Service Agreement (MSA) Appendix B-x. As was mentioned our goal is to complete your on-boarding within 30 days of the contract being signed. Our Projects team will assign a Project Manager to communicate the Project Plan to your designated Stakeholder who is our primary point of contact for the project. The assigned Project Manager will work with our Implementation Coordinator to ensure that all subscription or newly installed equipment is documented and ready for support by our Managed services team. Typically this happens at the same time that our Implementation team is on-boarding your new HelpDesk Managed service.
During the first 30 days of our on-boarding, you may have opted to have your previous support company take care of your needs or you may have purchased a block of time which will be used by our Service Team to support you. Once the Projects and Implementation teams have completed our on-boarding process we will notify you of our Go Live date. This date will be communicated to our Agreement Coordinator who will ensure that all support going forward is applied to your subscription agreement. Since your Subscription to Decypher Managed includes hardware, you will a separate invoice for the equipment rental once the MSA is signed. The total of the support and equipment rental invoices will add up to the total shown in your MSA in Appendix A.
The appropriate equipment use tax will be added to your monthly hardware subscription invoice. If for any reason your first invoice does not include the use tax you will receive a small invoice for the small residual tax amount due to ensure exact tax amount is charged after contract is executed. You will want to pay this amount by the due date so as not to accrue late fees. If you have any questions about your invoice please contact your Account Manager. A prorated invoice will be sent for the days remaining in the first month of service.
Avoid Service Interruption
Invoices are issued 15+ days prior to the service period and are required to be paid in advance of the service period. Any payments received past due could result in a service hold on the account. If your account is on service hold your staff will still be able to request support via our ticketing system. However, until payment arrangements are made the Decypher team will not be authorized to perform work on your account. Your assigned Account Manager will be in touch with the authorized client billing point of contact to confirm the terms of payment, after which we will release the service hold on your account. Of note, accounts with over 3 late payments may be subject to suspension according to the terms of the MSA.
Here are some Frequently Asked Questions and the Answers:
Q1: When will I be notified about the renewal of the MSA?
A: Our system will notify your Account Manager approx. 90 days before the end of the MSA which is noted in Appendix A.
Q2: If I add a computer to my environment how does that affect my monthly MSA contract price?
A: Your MSA outlines the cost for increased support in Appendix A. This is measured by workstations and servers supported. An increase in computers will trigger a one-time on-boarding fee and a monthly increase as outlined in Appendix A of your MSA. Other services provided to your team that do not have a Managed workstation will be prorated after you have submitted a On-boarding form notifying our team of the necessary services to be added. E.g. Office 365 license.
Q3: If I remove a computer from my environment how does that affect my monthly MSA contract price?
A: Your MSA outlines the cost for support in Appendix A. Downward adjustments to your MSA can be made up to 10% of the original base price as you have a change in supported devices. A decrease in supported devices will lower your monthly service in the following period. The adjustment price will be modified as outlined in Appendix A of your MSA once you notify your Account Manager via the proper Off-boarding form. This is measured by workstations and servers supported. Other services provided to your team that do not have a Managed workstation will be adjusted in the following month after you have submitted an Off-boarding form notifying our team of the necessary services to be removed. E.g. Office 365 license.
Q4: Why am I not prorated for a removal or addition of a new workstation?
A: Decypher is required to purchase a full month of licensing for services so this prevents us from prorating for partial months of service for new additions or reductions of workstations or other services.
Q5: If my Managed services subscription includes hardware, what happens to my hardware?
A: Your assigned Technology Advisor will schedule an appointment with you prior to the end of your subscription and will review all the available options to you. Our goal is to refresh your equipment after your renewal of our MSA. With renewal approval prior to the end of your Managed services agreement, our team will coordinate the installation of the new equipment to ensure a smooth transition and seamless billing into the new subscription agreement.
Q6: If my Managed Agreement includes hardware can I buy the hardware at the end of the term?
A: No, the equipment is provided by a technology rental company. Any equipment recovered from your site may be donated to an organization in need.
Q7: I want to refresh my hardware but it is too disruptive to upgrade the equipment on the renewal date of the MSA, what are my options?
A: In many cases Decypher can extend the hardware subscription for 12 months as this is the minimum term for many of the hardware vendors licensing. Please inquire with your Account Manager for options, a 12+ month extension to your MSA may be required.
Q8: Why does my invoice show an address other than the Decypher HQ address in Glenwood Springs, CO? Can I send all my payments to Decypher to one address?
A: The technology rental companies we use are also known as a Program Manager. Invoicing for any hardware related subscriptions may have an address out of Dallas, TX, Glenwood Springs, CO or Basalt, CO depending on the Program Manager used. Decypher kindly requests that you only send the payments to the address listed on your invoice which may require two separate vendor accounts in your accounting package.
Q9: Some invoices don’t show up in my customer portal, why not?
A: Typically all invoices will show up in your customer portal with one exception. If you have a hardware subscription those invoices will not show up in our Customer Portal. This is because the hardware subscriptions are processed by a technology rental company and due to the accounting of the rental equipment it is processed out of a separate accounting program requiring payments to be remitted to a separate address.