RE: Old Consent

Hi There-

If this is tracked by Tims team, and they email Billing@thekey.com <mailto:Billing@thekey.com>  when a client has failed to meet that commitment (permitting we validate the CCA is signed authorizing us to do so) with the specific amount of hours to charge and at what rate, we can execute that. From an Accounting perspective we would want it to hit the right GL since there are no COGS to offset those revenue lines, like we did with previous initiatives.

Let me circle up with Billing and Accounting, and confirm once we’re aligned from a process perspective, but I don’t think this is a challenge. Does that work?

Kind regards-

Elizabeth Clark

Director | TheKey

Mobile: 619.822.4855

From: Timothy Thomas <tt@thekey.com>
Sent: Friday, July 11, 2025 9:55 AM
To: Steve Koyanagi <skoyanagi@thekey.com>
Cc: Elizabeth Clark <eclark@homecareassistance.com>; Laszlo Kovacs <laszlo.kovacs@thekey.com>; Melissa Reyes <melissa.reyes@thekey.com>; Nina Kani <nkani@thekey.com>
Subject: Re: Old Consent

We would like to give the CSMs the ability to make a judgement call at assessment given the circumstances. If we believe a client will drop off early (resistance, financial issues, "want to try us") we would be looking at securing a minimum of 4 weeks of service or 80 hours, whatever is lower.

On Fri, Jul 11, 2025 at 12:52 PM Steve Koyanagi <skoyanagi@thekey.com <mailto:skoyanagi@thekey.com> > wrote:

I think we can work on adding something but would want to work with the finance team as well to ensure it will work for them as well.

Do you have a specific hours commitment you want per week or month you have in mind? Would you want to do for all of Canada?

Adding Laszlo/Elizabeth for their input as well.

On Fri, Jul 11, 2025 at 9:02 AM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Correct, however we reserved the right to waive the charge for various reasons (hospitalization, death, service failure etc)

On Fri, Jul 11, 2025 at 11:59 AM Steve Koyanagi <skoyanagi@thekey.com <mailto:skoyanagi@thekey.com> > wrote:

Tim,

Historically, what happened if a client does not meet their minimum commitment? Did we bill them for any gap in hours?

On Thu, Jul 10, 2025 at 8:26 PM Melissa Reyes <melissa.reyes@thekey.com <mailto:melissa.reyes@thekey.com> > wrote:

Nina and Steve,

Canada team shared in previous Canadian CCAs they had a minimum hours commitment and they are interested in reinstating that. Thoughts on adding this to their agreement?

Melissa Reyes
President of Client Services

(916)743-0530

From: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Date: Thu, Jul 10, 2025 at 6:57 PM
Subject: Old Consent
To: Melissa Reyes <melissa.reyes@thekey.com <mailto:melissa.reyes@thekey.com> >

Hi Melissa,

Here is a copy of my old Consent agreement. You can see in the pricing box we had a spot for minimum commitment of hours. The CSMs would fill this out at assessment.

Tim Thomas

Head of Midwest & Canada Divisions | TheKey

Mobile: 514.591.9387

 <https://www.thekey.com/>