The following will be regarded as billable time:
Any time we spend delivering the services listed in your support contract scope of work
Any time we spend researching or delivering any services not included in point (1)
Any time we spend communicating with you or with any third parties in relation to points (1) and (2)
The following will be regarded as un-billable time:
Any time we spend researching the services listed in your support contract
Any time we spend administering your contract (e.g. reporting & billing)
30-Day Post Launch tickets from Projects will also be marked "No Charge"
All billable time will be tracked and a report supplied accompanying any invoice
(this information will also be located in your executed MSA agreement on file)