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Time / Incidents:While we'd like to spend all of our time with one individual client, that wouldn't be beneficial for us, or for you. Thusly, we have derived a system which will assist us in keeping our time properly utilized and optimized, while providing you with the best support possible
Please note
We frequently do NOT bill clients for minor excess use of time (such as 5 incidents, or 1 hour and 15 minutes, etc), but we WILL bill a client who repeatedly shows a lack of respect for our time appropriately. This must be done to maintain a level playing field. For most clients, we recommend two hours, not just one, however that is your option.
If we do have to bill additional time, we will bill at the normal hourly rate, not the discounted rate offered in our ordering package. You may upgrade your package at any time, however once you do, you may not downgrade immediately to avoid paying extra charges. Once upgraded, a package may not be downgraded for 30 days from next payment
An incident is defined as something needing our attention. Even if you open a ticket saying "no need to reply to this", this is still a ticket, and still an incident, as we still have to read it, respond to it if needed, and close it.
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