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GEN are not only very competatively priced and provide high quality services, but we're also very transparent in our billing processes. The Portal provides complete access to Quotations, Invoices and even Pending Invoices (work in progress), and our rates are available on this very website for your convenience.
The same portal provides insight into your pre-pay balances as well as various services and credentials. This unified portal gives complete transparency into your account. Invoices are sent via email in batches in a readable HTML format, but can also include a wide range of EDI formats and for larger customers we can submit invoicing directy over EDI systems.
All projects and services begin with a Statement of Work (SOW), which can include Service Level Contracts, 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 a Statement of Work under the Framework Agreement. Services are performed within the timeframe established in the relevant Statement of Work, and each SOW is governed by the Framework Agreement. Where conflicts arise between the Framework Agreement and any Statement of Work, the Framework Agreement takes precedence.
GEN operates on a time and materials basis for most services. Time is tracked and billed according to the rates specified in quotations, Statements of Work, or our Standard Rates available on this website. Our time tracking tools take account automatically of Service levels, time of day, and the service being performed.
Tangible goods such as hardware, and digital goods such as software and licenses are billed at point of sale, either CWO requiring payment prior to despatch, or on account which can be 14, 30 or 60 days.
All support is provided exclusively through the GEN HelpDesk at https://support.gen.uk. The HelpDesk serves as the primary communication channel for requesting and monitoring services and issue tracking. Access is provided through issued credentials, and only authorized customer contacts may raise or manage cases.
Some tickets are chargable, others not, and some will be fixed price, others variable priced. At all times you can see the current cost to date at the top of the 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, it's rate and the ticket to which it applies.
Development services are provided under the Framework Agreement and relevant Statement of Work and is tracked through our Mantis System. The same time tracking system is employed so that development work can be attributed to development tracks and bug tracks. Again, the current cost of any bug or track is shown 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 and its rate and the track to which it relates.
Consultancy services, including training and arbitration, are provided usually quoted and billed in blocks of time (usually hours or days) excluding secondment (see below). Consultancy is billed either in advance and pre-paid, or the day following.
Secondment is fixed billing at a fixed rate for agreed hours of work and is invoiced monthly either in advance or arrears as agreed in the secondment agreement.