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The following is not performed on billable time. Unless otherwise stated, all other items are.
- Time related to fixing something that was done incorrectly (via an update team
member not following certain/company design standards, processes and/or provided instructions), when given proper time for that particular "something", the first
"time". This does not mean time to finish a job that was never finished,
such as one we did not have necessary time to, if something was missed, or
similar. An example of something being missed, and/or not having the necessary
time, is if you asked that we develop a logo, yet no logo was developed. We will not develop the logo for free as we never charged you to develop it in the first place.
Or, if we began to design a page, but our efforts (time) was directed elsewhere, just because the page looks
in disarray does not mean it was done incorrectly. Rather, it may mean that we did not have proper time to complete the request in the first
place and/or you wanted us to direct our time/energy elsewhere.
- Time required to investigate an issue, if the issue is found to have been caused by work being completed against certain/company
design standards, processes and/or provided instructions. This does not mean or include if the issue is found to not exist (there was no problem) and/or have been caused by something not on our end. In these cases, you would be billed to investigate and fix the issue.
- Time required to inform about or troubleshoot/resolve an issue, about a service that comes with our standard domain registration, secure certificates, and/or web hosting package(s). Time required for instructing on how to use third party software (not
included with our standard domain registration, etc) is considered a form of consulting, and
is completed on billable time.
- Talking with other team members about something not relating to the request(s) being performed, talking with other team members about something related to the request(s) being performed but is not specifically for the benefit of the customer (showing someone else the work not to have them perform testing or a critique, but rather to just show them), receiving or providing instruction on how to do something that should otherwise (based upon industry, professional, etc) be able to already do, taking a break (quick or not) for personal reasons, etc.
You do not need to have an outstanding time package to have a general service team member help you investigate a problem that does not have to do with our standard domain registration, secure certificates, and/or web hosting package(s). However, if it is found to not have existed (or similar to the above), the time
that was spent on that is billable.
If you have an outstanding time package, your project manager can request "fixes" on non billable time. However, if you do not have an outstanding time package, you must request them on your own (by submitting an
update request).
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