Professional Services Contingent Package

Objective

The Professional Services Contingent provides customers with flexible, on-demand access to Retarus Professional Services resources — billed based on actual effort consumed each month.

The contingent is intended for customers with:

• ongoing optimization or configuration requirements that vary in volume month to month

• recurring integration or operational activities without predictable fixed scope

• need for technical or organizational guidance on an as-needed basis

• preference for transparent, consumption-based billing over fixed monthly commitments

The service enables continuous collaboration with Retarus Professional Services without requiring separate project engagements for individual activities — and without paying for capacity that is not used.

Typical Customer Scenarios

The service is particularly suitable for customers with:

• active production environments requiring regular configuration adjustments or extensions

• ongoing integration or routing changes driven by evolving business requirements

• recurring need for technical consulting without justifying a formal project engagement

• multiple smaller service requests per month that benefit from a pre-agreed engagement model

• preference for a flexible, transparent billing model aligned to actual consumption

Scope of Services

The monthly contingent can be used flexibly for Professional Services activities, including:

• configuration adjustments and extensions of existing setups

• integration assistance and routing or process adjustments

• workshops and consulting sessions

• technical coordination and architecture consulting

• best-practice guidance and optimization analysis

• rollout support and hypercare assistance

• documentation updates and operational guidance

Services are provided remotely unless otherwise agreed. On-site delivery is available and subject to separate agreement on travel costs.

Engagement Model

Services are delivered on a time-and-materials basis. Billing reflects actual Professional Services effort consumed within each calendar month.

Typical engagement sizes:

• 1 PT per month

• 2 PT per month

• 5 PT per month

• individual volumes by agreement

A minimum engagement size of 0.5 PT per individual service request applies to ensure efficient scheduling and delivery. Requests should be submitted with a minimum of five business days lead time to allow for resource planning.

There is no fixed monthly minimum commitment. Months with no consumption are not billed.

Customer Benefits

Transparency

• Billing reflects actual consumption — no charges for unused capacity

• Clear monthly reporting of effort consumed and activities delivered

Flexibility

• Usage adapts to actual business requirements each month

• No obligation to consume a fixed volume

• Simplified handling of smaller, recurring service requests

Continuity

• Continuous collaboration with Retarus Professional Services

• Accumulated understanding of the customer environment over time

• Efficient handling of operational and optimization topics without repeated onboarding

Exclusions

The Professional Services Contingent does not include:

• larger implementation or migration projects (require separate project engagement)

• custom software development

• managed services or 24x7 operational support

• legal or regulatory consulting

Activities approaching project scope will be flagged proactively and handled via a separate engagement.

Customer Responsibilities

The customer is responsible for:

• submitting service requests with sufficient lead time (minimum five business days)

• providing relevant technical context and contacts for each request

• reviewing and confirming monthly effort statements in a timely manner

• designating a primary contact for contingent coordination

Outcome

The Professional Services Contingent provides customers with:

• transparent, consumption-based access to Professional Services expertise

• continuous operational and technical support without fixed commitments

• reduced overhead for recurring smaller engagements

• a flexible model that scales with actual business demand

Engagement & Billing