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This Technical Training Policy (the “Policy”) defines what technical training is, how it is delivered, and the operational constraints around booking, cancellation, planning, tangibles, and class size. This Policy is incorporated into, and forms an adjunct to, the Framework Agreement between GEN and the customer (“Customer”). Capitalised terms not defined here have the meaning given in the Framework Agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.
“Technical Training” means structured knowledge transfer and instruction delivered by GEN to the Customer, focused on technical concepts, systems, products, platforms, or processes. Training may include (without limitation) demonstrations, walkthroughs, guided exercises, Q&A, and review of Customer scenarios to help participants understand and safely operate or administer relevant technology. Training is distinct from Technical Support: training is planned instruction; support is case-based diagnosis and remediation.
Commercial terms (including rates, invoicing, and payment) are governed by the Framework Agreement and any applicable published rate schedule and/or quotation. A Statement of Work (SOW) must be in place before training is delivered.
Each SOW must define, as a minimum:
Training must be booked in advance with a minimum of 14 days’ notice. At the point of booking, the Customer must fully define the requirements to allow GEN to develop training materials and plan the course. Requirements must include the desired outcomes, audience profile, prerequisite knowledge, target systems/versions, and any constraints or example scenarios.
Where requirements are incomplete, ambiguous, or change materially after booking, GEN may (at its discretion): reschedule the training, propose a revised SOW, or deliver only the content reasonably achievable based on the confirmed requirements.
Training slots reserve specialist time and typically require preparatory work. Accordingly, cancellations are charged at the full rate, except in the limited rebooking scenario below.
No-charge rebooking exception: a cancellation is not charged where:
Any other cancellation or reschedule (including a second rebooking, a rebook outside the 14 day window, or a rebook with materially changed requirements) is charged at the full rate.
The class size for each session is defined in the SOW and must not be exceeded. Unless explicitly agreed otherwise in writing, the maximum class size is 10 attendees per session. If additional attendees are requested, GEN may require a revised SOW (including revised fees) and may reschedule to ensure adequate delivery quality.
Smaller groups typically deliver better outcomes, especially for more technical sessions, because they allow for increased interaction, questions, and discussion.
For one-to-many sessions, the Customer is responsible for managing attendee invites, ensuring appropriate confidentiality, and ensuring attendees comply with this Policy.
GEN operates a zero-tolerance approach to disruptive, abusive, offensive, discriminatory, or unsafe behaviour. GEN may, at its sole discretion, remove (or require the Customer to remove) any attendee from a training session where their conduct is disruptive or offensive, or where it risks the safety, wellbeing, or effective participation of others. Such removal does not entitle the Customer to any refund, extension of time, or reduction of charges.
Training may be delivered using third-party communications platforms (for example WebEx, Zoom, Microsoft Teams, or equivalent). Where a third-party platform failure prevents delivery for reasons outside either party’s reasonable control, the affected session will be rebooked and the lost time will be carried over so the Customer receives the contracted delivery time.
GEN may cancel or pause a scheduled training session where delivery is not reasonably possible due to circumstances outside GEN’s reasonable control or where delivery would materially impact operational resilience. This includes (without limitation) sickness of key personnel, national emergency, operational crisis, acts of God, and other force majeure events (including, in the most extreme case, outbreak of global nuclear war). In such circumstances, the affected session will be rebooked and the lost time will be carried over so the Customer receives the contracted delivery time.
All training materials (including slides, notes, diagrams, scripts, labs, examples, and other artefacts) used or provided by GEN are developed by GEN and remain the intellectual property of GEN, subject to any rights expressly granted in the Framework Agreement and/or applicable SOW.
Training is delivered using reasonable skill and care and on a best-efforts basis. Training outcomes depend on attendee participation, prerequisite knowledge, and the completeness and accuracy of requirements. GEN does not warrant that training will achieve a particular certification, operational result, or business outcome unless explicitly stated in the SOW. To the maximum extent permitted by law, GEN’s liability is limited as set out in the Framework Agreement.
GEN may amend this Policy from time to time. Material changes will be notified in accordance with the Framework Agreement. Changes take effect prospectively from the stated effective date or, if none, from the date of posting.