What is Billable versus Non-Billable Support
The easiest way to figure this out is:
• If you broke it, caused it, created it, or contributed to it – and you need our help in fixing it, it’s Billable support
• If we broke it, caused it, created it, or contributed to it – it’s Non-Billable support*
It gets complicated when/if it takes us some time to determine whether you or us created the situation. To further complicate it, sometimes the ‘fix’ is identified at the same moment as ownership of the cause so there really isn’t an option for telling you in advance that you’re going to be billed.
We understand it is a challenge and that nobody likes financial surprises. Please know it is our objective to communicate with you as early in the process as we can when the situation is billable.
*Time limitations do apply. Please see your service agreement for details.