Retainer Hour Rollover Policy
Clients on an active monthly retainer may roll over unused retainer hours for up to one (1) additional month.
The maximum rollover allowance is limited to 20% of the client’s monthly retainer hours or 10 hours, whichever is lesser.
Any rolled-over hours must be used within the immediately following month. At the end of that month, any remaining rollover hours will expire and be forfeited.
DTS will prioritize the use of the current month’s retainer hours. If time and scope allow, and work is provided, rollover hours from the prior month may then be applied.
Rolled-over hours are provided as a courtesy and are not guaranteed to be used. They have no cash value, may not be transferred, accumulated beyond one additional month, or carried forward further.
Retainer Hour Overages Policy
DTS actively tracks and monitors retainer hour usage and will make reasonable efforts to notify clients as their monthly allotment is nearing completion.
Once a client’s retainer hours for the month (including any eligible rollover hours) have been fully used, no additional work will be performed unless overage hours are approved.
Retainer hours may not be borrowed from future months.
If additional work is requested beyond the available retainer hours, those hours must be approved in advance and will be billed as additional hours at the same hourly rate as the client’s retainer.
Approval and availability of additional hours are not guaranteed and are subject to DTS’s staffing availability, scheduling capacity, and operational capacity.
DTS reserves the right to decline overage requests when scheduling or staffing constraints do not allow.
All approved overage hours will be invoiced separately or included in the next billing cycle, at DTS’s discretion.
Retainer Modification, Increase & Cancellation Notice Policy
Retainer clients are required to provide a minimum of sixty (60) days’ written notice to reduce monthly retainer hours or to cancel a retainer agreement.
This notice period is necessary because DTS schedules project timelines, allocates internal resources, and staffs our team based on each client’s guaranteed retainer hours.
Retainer commitments allow us to reserve capacity, plan workloads, and ensure consistent availability for our clients.
During the 60-day notice period, the retainer will remain active at the current contracted level, and all scheduled hours will continue to be available for use.
Requests to increase monthly retainer hours are reviewed and approved on a case-by-case basis, subject to staffing availability and operational considerations.
This policy ensures fairness and operational stability while allowing DTS the time needed to responsibly adjust staffing and capacity for all retainer clients.
Minimum Engagement for Non-Retainer Services
For clients not enrolled in a DTS support retainer, all services are billed with a minimum commitment of four (4) hours. Any additional time necessary to complete the requested work will be billed at the applicable hourly rate based on actual usage.
Weekend Emergency Support Policy
DTS may provide limited after-hours and weekend support as a courtesy to retainer clients. This support is not guaranteed and is provided on a best-effort basis only.
Courtesy Support Availability
- Sundays: 8:00 AM – 1:00 PM (EST)
- Saturday evenings: 4:00 PM – 7:00 PM (EST)
Availability during these windows may vary based on staffing and workload.
Emergency-Only Use
After-hours and weekend support is intended strictly for emergency situations that are show-stopping and directly impact a client’s ability to operate.
DTS reserves the right to determine whether an issue qualifies as an emergency.
How to Request After-Hours Support
To request after-hours or weekend assistance, clients should call 785-813-1870.
No Guarantee of Service
After-hours and weekend support:
- Is not a guaranteed service
- Does not guarantee availability, response time, or resolution
- May not always be possible, even during the stated courtesy windows
This policy exists to provide flexibility when feasible while ensuring DTS can maintain sustainable staffing and service quality.