1. Business = Standard business hours of Mon-Fri, 9-5pm, EST.
2. Day = One calendar day
3. Ticket day count begins when submitted.
4. After the initial Minimum Billing charge (see chart below), we round up in :15 minute increments.
5. We round up billing to the nearest dollar.
6. We send an invoice at the end of each month for any balance and the new month’s retainer (if applicable.)

1. Standard and Preferred have no contract.
2. Plus and Retainer plans have 3 month terms.

1. We highly recommend using Everyday Tickets as this will save you money and many tickets will be able to be worked on sooner than later. We recommend not using Emergency status unless it truly is an Emergency.
2. Emergency tickets will be billed at 1.5 x the relative rate. (See the “Minimum Billing Per Ticket and Discounts” for an example of cost differences.)

1. We cannot guarantee a final fixed solution within the Response Times listed days (see chart above) but we do promise a reply, assessment and the pursuit of a solution.

Your Minimum Billing Per Ticket is dependent on your ticket plan and is a fundamental differentiator between plans. Here’s an example of what an “Everyday” 10-minute tech task could cost per plan:

We love talking with our clients but as we grow we can’t add more hours in our day so we’ve had to put limits on our communication.

1. Standard and Preferred Plans, all communication (emails, texts, chats, calls, etc) outside of the form is charged. (Save money and use the ticket form and dashboard as much as you can!)
2. Plus clients get 30 minutes of task-related communication time per week, at no-charge. After which, you are billed at your Communication ticket rate.
3. Retainer clients have no defined communication fees. But at our discretion, we may pad tasks or projects that have excessive communication time.

1. Paid at the start of each month and any balance from tickets will be due at the end of each month. No work will commence until invoices are current.