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How do "Contracted Hours" work?
A “Contracted Hour” (sometimes called a “Contracted Unit“) is essentially reserving portion of our liaison’s time to monitor and address issues with your supplied parts.
Contracted Hours are minimum weekly billing amounts. Contracted Hours help us manage the capacity of our field liaisons, and ensure they have adequate time to investigate, isolate, and communicate potential quality issues at your product’s point of use.
For example, for an agreement that’s 10 Contracted Hours, your on-site liaison will work up to 10 hours per week. Should your liaison need to work more than the contracted amount, he/she will request “Additional Hours” which are billed at a premium rate. Additional Hours require customer pre-approval.
What if I need more than my "Contracted Hours" or need my liaison to work overtime?
For isolated incidents when your liaison may need to work more than your weekly Contracted Hours, your liaison will request authorization to work “Additional Hours“.
Additional Hours are billed at a premium rate (x1.5) on top of your weekly Contracted Hours. Additional Hours can be thought of as overtime for your liaison.
When requesting approval for Additional Hours, your liaison will specify the number of hours he/she believes is necessary to resolve the issue, as well as a description of the issue and reason for the overtime. Additional Hours can be approved or declined quickly via email, our Qnet™ mobile app, or Qnet™ web portal.
Am I billed when the plant is shutdown?
For shutdowns less than an entire week (e.g. a USA plant closed for Memorial Day holiday), you will be billed as usual for the entire week.
For shutdowns that last an entire workweek (Monday – Friday), you will NOT be billed for liaison services for that week.
In either scenario, you’ll be notified from Qnet™ if a plant has an upcoming shutdown scheduled.
Am I covered if the plant runs Weekend Production?
You’ll be notified from Qnet™ if a plant schedules (or cancels) Weekend Production.
Because the service locations expect our liaisons to be in the plant when Weekend Production is scheduled, you’ll automatically be billed for Weekend Production per the following table:
|Weekly Contracted Hours||Weekend Production Billing|
|0-10||1 hour per weekend day|
|11-39||2 hours per weekend day|
|40+||5 hours per weekend day|
What if my liaison is sick or on vacation?
One of the advantages of partnering with TQS is that you get team coverage, rather than an individual.
While you have a primary liaison you’ll deal with at each plant, TQS has other liaisons at the plant that are cross-trained on your product. This allows our customers to be covered when someone inevitably gets sick or goes on vacation.
In the event that another liaison is covering for your primary liaison, you’ll receive an email notification of the temporary assignment. Plant personnel will also be informed that the liaison is temporarily covering your account.
How will I be billed for pre-SOP production or pilot/validation builds?
TQS understands that pre-SOP/SORP schedules can be sporadic, sparse, and irregular.
If you’re contracting a TQS liaison on the launch of a new vehicle/platform that’s going through pilot/validation builds, we will not bill the weekly Contracted Hours until the start of regular production (SORP). Throughout pilot & validation builds (pre-SORP), your liaison will request Additional Hours that will be billed on an as-needed basis.
Once the plant reaches the start of regular production (SORP), your weekly Contracted Hours will be activated.
How will I be notified of quality issues at the plant?
If one of your TQS liaisons identifies a quality issue (or potential quality issue), you’ll be notified in real-time via Qnet™, which will include all of the pertinent information, including but not limited to:
- Issue description
- Part number(s)
- Serial numbers & lot dates
- Photos and/or videos of the issue
- Supplier response required by the OEM
Qnet™ also notifies your other TQS liaisons at other locations so they can proactively investigate the issue.
Click here to learn more about Qnet™ and how it can save you hours of headaches every day.
What if my liaisons need special equipment to troubleshoot my parts?
TQS’ trained liaisons are equipped with basic equipment/tools, such as calipers and inspection lights.
Many of our customers have complex electrical or other parts that require special testing equipment. In this scenario, customers are responsible for providing any specialized equipment, and maintaining the calibration and maintenance of such equipment. All equipment/tools will remain the property of the customer.