You choose your intervals, in 30 minute blocks, based on what you can realistically commit to. When you set your schedule, the client you're servicing is building their staffing around what you've committed to. Commitment adherence measures whether you actually show up for what you scheduled yourself for.
There's a threshold before which you can release an interval without it counting against you. If you know something's coming up, release the interval as early as possible rather than waiting. The earlier you release, the more room there is for the interval to be picked up, and the less it affects your standing.
Sometimes things happen anyway. A call off, a no show, or running over on a call at the end of your shift can all count against your commitment adherence. When something happens, reach out to your team lead as soon as you can, document the situation where appropriate, and then loop in your Partner Success Manager (PSM) as well. That way, we have the full picture and can advocate for you if needed.
Commitment adherence is expected to stay at or above 90 percent. Falling below that threshold can cap the number of intervals you're allowed to schedule, typically somewhere in the range of 10 to 20 hours per pay period. That means low adherence doesn't just affect your standing, it can directly limit how much you're able to earn.
Beyond the 90 percent adherence threshold, there's a separate baseline to keep in mind. Arise requires a minimum of 15 hours of servicing each week, combined across every client you support, not per client. This comes from Arise, not KIVS, and there's no grace period. A consistent pattern of falling under it can put your Statement of Work at risk.
Beyond the interval cap, there's another consequence worth understanding. Arise has implemented a policy that removes agents from a roster if they go idle, meaning not in certification and not actively servicing. Consistent servicing, showing up for the intervals you've committed to, is part of what keeps you active and in good standing on the platform.
Once you complete certification, you move into a Production Statement of Work, covering up to a 90-day servicing period with that client. Before that period ends, you'll receive a Renewal SOW to review and sign if you're continuing. Staying in good standing, adherence, engagement, and metrics all factor into how smoothly that renewal goes.
This is one of the real advantages of independent contractor work. You have the flexibility to build a schedule around your actual life, not the other way around. Real work-life balance and a family-first approach to how you work aren't just nice ideas here, they're built into the model, because you're the one choosing the intervals that fit your lifestyle. The safeguard is simple, choose intervals you know you can keep, not ones you're hoping will work out.
Commitment doesn't start once you're actively servicing, it starts in certification. Missing a certification class means missing client information and self paced work you can't fully recover later. Treat your certification attendance with the same seriousness you'll bring to your production schedule.