Important Note:
When a ticket is submitted to our support portal, our team begins addressing the request within our designated SLA (Service Level Agreement). Support is billed at $150 per hour, and any time logged—even if it’s less than an hour—is rounded up to our minimum billing increment of one hour. This ensures that we can allocate resources efficiently and maintain the high-quality service you’ve come to expect.


Billable Time

The following activities will be regarded as billable:

  1. Service Delivery Within Scope

    • Any time spent delivering the services outlined in the scope of work of your support contract.

  2. Out-of-Scope Services

    • Any time spent researching or delivering services that fall outside the scope of your support contract.

  3. Communication

    • Any time spent communicating with you or third parties regarding services outlined in points (1) and (2).


Un-billable Time

The following activities will not be billed:

  1. Research Within Scope

    • Time spent researching the services listed within the scope of your support contract.

  2. Administrative Tasks

    • Time spent administering your contract, such as reporting, invoicing, or billing.

  3. Post-Launch Support

    • Tickets submitted within the 30-day post-launch period for projects will be marked as "No Charge."

Tracking and Reporting

All billable time is meticulously tracked, and a detailed report will accompany every invoice to ensure full transparency.

For more information, please refer to your executed Master Service Agreement (MSA), which includes this information in detail.


Additional questions regarding Support Billing? Email: Kimberly@glidedesign.com