Overview
Procore's Customer Success team is dedicated to the success of each client. We understand that each client has unique business needs, timelines, and challenges. As such, the following professional services may be purchased as optional, add-on service products to ensure that you are receiving the maximum benefit of the Procore platform and all of its features.
Professional Services are highly recommended for all Procore customers, particularly first-time customers or those who are purchasing a new Procore product. Net-new Procore customers who do NOT purchase services for implementation are routed through our digital self-serve onboarding experience. Details on self-service support can be found here.
No-Show and Cancellation Policies
No-Show
After Procore waits 5 minutes for a client to join a meeting, a reminder (email/phone call/etc.) will be sent to the client. Procore will wait for up to 15 minutes for a client to join the meeting before ending the meeting. If the client does not join the meeting after 15 minutes, the call is considered a no-show and Procore reserves the right to deduct 50% of the planned call time from the pre-billed hours. After one no-show, additional professional services hours may need to be purchased to complete project deliverables.
Cancellations
If a client notifies Procore of cancellation within 24 hours of a scheduled call, Procore reserves the right to deduct 50% of the planned call time from pre-billed hours, as well as any time spent for preparation/research/case scenarios built out. If a client notifies Procore of cancellation more than 24 hours before the call, no penalty will apply. Preparation/research work that was already conducted will be deducted from pre-billed hours accordingly.