Hourly billing is calculated in 15 minute increments. All issued invoices must be paid by the due date to avoid additional collection fees and suspension of services.
We invoice our clients in 15 minute increments. This means the total time we have worked is rounded up to the closest 15 minutes.
If the total time is 5 minutes or less, we will not invoice you.
Unless you have a special agreement, we will invoice you once per month. The invoices will be itemized and the time rounded and totalled by project or request. Each item will usually include a description of the work and a support ticket number or other reference to its origin.
Larger projects often have special invoicing agreements. These agreements are specified in the project quote or contract.
Only work requested by the client is normally considered billable. Valid requests can be made by email, phone, support tickets or in meetings.
We will not normally invoice you for discussions leading to a new project. If such discussions take too much time or we consider our advice to have significant independent value, we will inform you that any further time will be invoiced.
Conversely, if you submit a request you should assume it will be invoiced unless it clearly falls within a pre-paid support or management agreement.
There will always be border cases. When you feel you should have been invoiced less, or not at all. if this occurs, please contact us. We will be happy to discuss it with you and correct any errors or misunderstandings.
Feel free to request a fixed price quote before work starts.
If the scope of work is hard to define, setting an upper resource or time limit will help you keep track of costs. If we are approaching the resource limit, we will contact you to discuss how to proceed.