1. Why am I being charged for additional FTEs now?
Our platform allows customers to exceed their allotted Full-Time Equivalents (FTEs) to ensure uninterrupted operations. Historically, we haven’t enforced charges for these overages. However, starting at the beginning of this year, as part of a standardization process, we will now bill for any FTE usage that exceeds the agreed amount.
2. What is the FTE overage policy?
You are billed for a fixed number of FTEs as agreed in your contract. If your usage exceeds this, you will be charged a premium for each additional FTE beyond your allotted amount.
3. How will I be charged for the FTE overages?
The overage will be applied retroactively from the beginning of the year. This is reflected in your most recent invoice, which will detail the number of additional FTEs used and the corresponding charges.
4. What rate will I be charged for additional FTEs?
Your contract outlines the rate for additional FTEs. If unsure, please refer to your agreement or contact your Customer Success Manager for clarification.
5. How do I know how many additional FTEs I used?
Your most recent invoice will include a breakdown of your FTE usage for each billing period, highlighting the agreed amount and any overages.
6. Can I adjust my FTE allotment to avoid overages in the future?
We would like to encourage you to contact your Customer Success Manager to discuss adjusting your FTE allotment based on your current and future needs.
7. Will the charges for FTE overages apply moving forward?
TrackTik will enforce monthly premium charges to ensure they align with your usage. The total hours used to calculate charges can be found in the Schedules & Attendance section of your TrackTik portal. Please refer to your contract agreement for more information.
8. How will back billing impact my future invoices?
The back billing will appear as a one-time adjustment on your most recent invoice, covering the period from the start of the year through August. Future invoices will reflect ongoing FTE overages, if applicable.
9. Who should I contact with any questions or concerns?
Please get in touch with our Billing team for further assistance.