ServiceChannel Provider Policies

ServiceChannel will list specific provider policies around usage for parts of the platform to augment and provide further specificity than what is contained in the current terms and conditions. They do not replace what is in the terms and may be changed or added to where further clarification is required.

New Business Relationship Classifications

• When the classification of subscriber-provider relationships as new business relationships is being questioned, ServiceChannel will conduct a thorough review and update how the relationship was formed when the following situations apply:

  • The subscriber used the Direct Invite feature and did not previously view the provider with ServiceChannel Marketplace tools such as Provider Search

  • ServiceChannel receives proof that a relationship existed shortly before the subscriber engaged with the provider on our platform.  Proof can include prior invoices, signed agreements, or a documented RFP process.

• Investigations will include a review of the provider’s and subscriber’s actions on our platform plus any materials shared.  The outcome of these investigations is binding and done at our sole discretion.

• The updated relationship classification will apply to all approved invoices in the future.

• We will correct fees for the three-monthly invoices before the ServiceChannel provider support team receives information about a relationship being questioned.  This is an extension beyond the stated payment dispute duration listed in the terms and conditions, section 5d; ServiceChannel may change or eliminate this extension at any time by our sole discretion. 

• Service Channel may at our sole discretion choose to correct ServiceChannel usage fees for any other reason. 

Invoicing outside of ServiceChannel

• When ServiceChannel identifies providers invoicing subscribers outside of the ServiceChannel platform, we reserve the right to charge a usage fee per completed work order, per our terms and conditions, section 5.

• If an invoice value is not available, ServiceChannel will create an estimated invoice value.  The value will be based on comparative services performed, geography, subscriber industry, and work order-specific information.

• Usage fees will be assessed based on the type of relationship between the subscriber and provider

• ServiceChannel may limit subscribers and providers from access to certain parts of our platform (e.g., Provider Search) if we find a continual pattern of invoicing outside of ServiceChannel.

Last Updated: May 14, 2024