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GEN is not only competitively priced and committed to delivering high‑quality services; we are also transparent in our billing processes. The Portal provides complete access to quotations, invoices and pending invoices (work in progress), and our Standard Rates are published on this website.
We provide the tools you need to manage your account and stay in control of costs. Your account manager is available for assistance at any time. For larger or ongoing engagements, consider contractual pricing for projects and development work.
The Portal also shows your pre‑pay balances, relevant services and credentials, providing clear visibility of your account. Invoices are issued by email in batches in an accessible HTML format. We also support a wide range of EDI standards and, for larger customers, can submit invoices directly via EDI.
All projects and services commence with a Statement of Work (SOW), which may include service level commitments, sales orders, works orders, support tickets, bug reports or project specifications. Any engagement with GEN that results in the provision of goods or services constitutes acceptance of the relevant SOW under the Framework Agreement. Services are performed within the timeframe established in the applicable SOW, which is governed by the Framework Agreement. Where there is any conflict between an SOW and the Framework Agreement, the Framework Agreement shall take precedence.
GEN operates on a time‑and‑materials basis for most services. Time is tracked and billed in line with the rates set out in quotations, Statements of Work or our published Standard Rates. Our time‑tracking tools automatically take account of service levels, time of day and the type of service being performed.
Tangible goods, such as hardware, and digital goods, such as software and licences, are billed at the point of sale: either cash with order (CWO), requiring payment prior to despatch, or on account with 14‑, 30‑ or 60‑day terms.
All support is provided exclusively through the GEN Helpdesk at https://support.gen.uk. The Helpdesk is the primary channel for requesting and tracking services and managing issues. Access is provided through issued credentials, and only authorised customer contacts may raise or manage cases.
Some tickets are chargeable and others are not; some are fixed‑price while others are time‑and‑materials. The current cost‑to‑date is shown at the top of each ticket. Be aware that:
Helpdesk time is billed at the end of the week following the ticket being completed and closed. Detailed billing is provided, showing each time period, its rate and the ticket to which it applies.
Development services are provided under the Framework Agreement and the relevant Statement of Work and are tracked through our Mantis system. The same time‑tracking approach is used so that development effort can be attributed to development tracks and bug tracks. The current cost of any track or bug is visible at the top of the screen in Mantis.
Development time is billed at the end of the week following the track being completed and closed. Detailed billing is provided, showing each time period, its rate and the track to which it relates.
Consultancy services, including training and arbitration, are usually quoted and billed in blocks of time (hours or days), excluding secondment (see below). Consultancy is billed either in advance (pre‑paid) or the following day.
Secondment is billed at a fixed rate for agreed hours of work and is invoiced monthly, either in advance or in arrears, as set out in the secondment agreement.
Time‑based services (Helpdesk and Development) are invoiced weekly in arrears following closure of the ticket or track, as outlined above. Goods are invoiced at the point of sale or per agreed account terms. Consultancy is invoiced in advance (pre‑paid) or the following day, and secondment is invoiced monthly. Payment terms are as specified in your agreement or on the invoice.
If your organisation requires a Purchase Order (PO), please provide the PO number prior to work commencing wherever possible. PO references will be included on quotations and invoices for reconciliation.
For any billing queries, please raise a ticket via the Helpdesk, quoting the invoice number. We will review and respond through the same ticket, ensuring a clear audit trail and timely resolution.