What is Considered Billable Support?

We are dedicated to providing services that empower your business to thrive. Our goal is to partner with you, ensuring your needs are met promptly and professionally. To keep expectations aligned, we aim to provide you with a clear understanding of how our consulting services are billed.

Billable Services

Here are examples of tasks that are considered billable:

• Engaging in meetings and communication, including phone calls, chats, and emails.
• Conducting internal discussions, planning sessions, and solution design activities derived from client requests.
• Performing investigations, troubleshooting, testing, and documenting escalations to Microsoft or other third parties.
• Managing and processing support requests or tickets.
• Delivering solution-related documentation or information.
• Configuring applications, verifying license keys, and handling user access or license assignments.
• Overseeing updates for Business Central or associated applications.

Software vendors such as Microsoft do not reimburse us for the work we do on your behalf. When we submit a support ticket to Microsoft, we incur charges and are not compensated for the time spent researching, troubleshooting, or deploying solutions. Any collaborative efforts to resolve a product issue are considered billable.

Non-Billable Activities

We do not charge for the following:

• Time spent learning about the products we sell.
• Managing Subscriptions: Add, remove, or adjust the quantity of your subscriptions
• Conducting demonstrations or preparing proposals.
• Correcting issues that arise from our own errors.

However, the following scenarios are not included under non-billable activities:

• Changes to the scope or nature of a request.
• Additional effort required to complete a task beyond initial estimates or budgets.
• User actions (e.g., data entry or processes) that cause unexpected issues in your system.

Billing Models: Time and Materials, and Contract-Based Billing

We operate under two primary billing models: Time and Materials Billing for break-fix services and Contract-Based Billing for clients with active agreements. Both models are designed to ensure fairness and transparency while addressing your requests efficiently.

• Time and Materials Billing applies to non-contract clients and is based on the actual time spent addressing your request. By contacting our helpdesk, you authorize up to two hours of effort. The minimum billing increment is 30 minutes (0.50 hours), with any additional time beyond this billed in 15-minute intervals.
• Contract-Based Billing applies to clients with active service agreements. While also using the Time and Materials structure, this model follows the specific terms outlined in the contract, including minimum billing increments and other predefined conditions.

For tasks requiring more than two hours, we provide an estimate and seek approval before proceeding. Some activities, such as troubleshooting or reconciliations, may be unpredictable, and accurate estimates may not always be feasible in advance.

If you have questions about these billing models or how they apply to your account, please contact us for clarification.

Invoicing and Payment Terms

Invoices are issued semi-monthly, specifically on the 15th and the final day of each month. Payments are expected within 30 days from the invoice date under our Net 30 terms. Our finance team regularly reviews accounts, and services may be paused if an account becomes overdue. If you have concerns about an invoice, please reach out to your account manager promptly