4 ms·

Yep, if there's no service/support contract I'm not doing customer service/support. Then it's simply minimum time billed and normal/after hours/emergency billin

Yep, if there's no service/support contract I'm not doing customer service/support. Then it's simply minimum time billed and normal/after hours/emergency billing rates and definitions for what is considered an emergency (how much prior notice, how much time to respond). Very typical SLA stuff.

arp242 6y ago
How will people know if they're going to be charged double though?
- paulcole 6y ago
  It’s defined in the contract.
- kenhwang 6y ago
  It's a courtesy to let them know the first time. Otherwise each call would be a line item on the month-end invoice with the call subject, the time/length of the call, and amount billed.