Service Policy

Human Resources Training & Consultancy (HRTNC)

Effective date: 9th December 2025

1. Overview

This Service Policy explains how Human Resources Training & Consultancy ("HRTNC", "we", "us" or "our") defines, delivers and manages its professional services, including training, consultancy, e-learning, and bespoke HR projects. The Policy complements our Terms & Conditions and is designed to give clarity to clients on expectations, responsibilities and the processes we follow to deliver high-quality outcomes.

2. Scope of Services

HRTNC provides a range of services which include but are not limited to:

• Public training courses: scheduled instructor-led sessions (online or onsite) delivered to individuals or teams.
• Private & corporate training: customized workshops and programmes for organisations.
• Online & e-learning: self-paced courses, recorded materials and learning platform access.
• Consultancy & advisory: HR strategy, policy development, organisational design, investigations and compliance reviews.
• Assessment & certification: competency assessments, bespoke assessments and certification support where offered.
• Digital deliverables: templates, manuals, reports and other downloadable resources.

Exact deliverables, timelines and acceptance criteria for bespoke projects are documented in the proposal or Statement of Work (SOW) agreed with the client.

3. Service Delivery Methods

Services are delivered using one or more of the following methods depending on the product and client preferences:

• Onsite delivery: face-to-face training or consultancy at a client location (travel & logistics terms apply).
• Live remote delivery: scheduled live sessions using video conferencing platforms.
• Self-paced e-learning: access to online course content via our learning platform.
• Blended delivery: a mix of live sessions and online materials.
• Document delivery: downloadable materials delivered by secure download link or email.

Where relevant, technical requirements (internet speed, supported browsers, hardware) are stated on course pages or in onboarding communications. Clients are responsible for meeting these minimum requirements for a satisfactory experience.

4. Onboarding & Client Responsibilities

Successful delivery depends on timely cooperation. Clients are expected to:

• Provide accurate information during booking (attendee details, organisational context, objectives).
• Share required documents, access credentials, or internal policies as agreed in the Statement of Work (SOW) before the agreed start date.
• Designate a primary contact for communications and approvals.
• Ensure attendees join sessions punctually and complete any required pre-work.
• Obtain any internal approvals or permissions required for implementation of recommendations.

Delays caused by the client (e.g., late information, unavailable reviewers) may result in revised timelines and additional fees as appropriate.

5. Service Levels & SLAs

HRTNC aims to provide reliable, professional service. Typical service-level expectations are:

• Response time: Initial acknowledgement for support or enquiries within 2 business days; typical substantive response within 3–5 business days depending on complexity.
• Course delivery: Instructor-led sessions start at the scheduled time; instructors will allow appropriate Q&A and follow-up as specified in the course description.
• Delivery of digital assets: Download links or materials are delivered within the timeframe stated at purchase or in the SOW.
• Availability: Where ongoing support is purchased, support hours and SLA details will be included in the service agreement.

These SLAs are guidance and may be tailored for specific contracts. For critical or bespoke projects HRTNC will include explicit SLA terms in the agreement.

6. Changes, Variations & Revisions

Change requests to scope or deliverables are handled through a formal variation process:

• Clients submit change requests in writing describing the required change and its rationale.
• HRTNC will assess impact on scope, timeline and cost and provide a written variation proposal.
• No work on requested variations will start until the variation is agreed in writing and any additional fees or timelines are accepted.
• Minor edits and reasonable revisions within the agreed scope are included in the deliverable unless otherwise stated.

7. Pricing, Invoicing & Payment Terms

Fees are agreed at the point of sale or in the SOW. Unless otherwise agreed:

• Payment is due as specified on the invoice (e.g., upfront, milestone, or on completion).
• All prices exclude applicable taxes unless stated.
• Failure to pay on time may result in suspension of services until payment is received; additional interest or fees may apply per the Terms & Conditions.
• Travel and reasonable out-of-pocket expenses for onsite delivery are chargeable and will be invoiced or reimbursed as agreed in advance.

8. Support, Training Materials & Post-Delivery

Where included, support and post-delivery assistance will be provided as set out in the SOW:

• Training materials: Delivered materials are licensed for internal use by the client. Redistribution or resale requires a written license.
• Follow-up support: Many courses include limited post-course support (e.g., clarifications, Q&A) for a defined period; extended support can be arranged for a fee.
• Maintenance: Ongoing maintenance or updates to bespoke content or implementations are subject to separate agreements.

9. Third-Party Tools & Subcontracting

HRTNC may use third-party platforms, tools or subcontractors to deliver services (e.g., learning platforms, video conferencing, payment processors). When we do so:

• We select reputable providers and require contractual protections for confidentiality and data security.
• Clients remain responsible for compliance with any third-party terms where they create accounts or integrations.
• HRTNC remains responsible for the quality of subcontracted work, except where specific third-party warranties apply and are outside our control.

10. Confidentiality & Intellectual Property

Where confidential information is exchanged, both parties shall treat it as confidential and use it only for the purpose of the engagement. IP rights in HRTNC materials remain with HRTNC unless otherwise agreed in writing.

• Clients receive a limited license to use deliverables internally as set out in the SOW.
• Bespoke work may be subject to bespoke IP arrangements — these will be set out in the contract.

11. Warranties, Liability & Limitations

HRTNC will perform services with reasonable care and skill. Except where required by law, HRTNC disclaims other warranties and limits liability as described in the Terms & Conditions.

Clients are encouraged to review the Terms & Conditions for full details of liability caps, indemnities and warranty exclusions.

12. Termination & Suspension

Either party may terminate the service agreement as set out in the SOW or Terms. HRTNC may suspend services if the client fails to meet payment obligations or materially breaches the agreement. Termination does not relieve the client of payment for services already rendered.

13. Compliance & Governing Law

HRTNC complies with applicable laws including relevant provisions in Pakistan and the Kingdom of Saudi Arabia where services are performed or targeted. These services are subject to the governing law clause in the Terms & Conditions. For contracts where Saudi law is selected, local regulatory requirements will be integrated into the SOW.

14. Contact

For questions about this Service Policy, to request custom services, or for contract enquiries, contact:

Email: info@hrtnc.com
Website: hrtnc.com

Legal note: This Service Policy is a comprehensive professional template designed for HRTNC and aligned with international best practice and relevant jurisdictional considerations (Pakistan and Saudi Arabia). It does not replace legal advice. For contract-specific drafting or to ensure compliance with local regulatory frameworks, please consult qualified legal counsel.