Non Billable Hours - When isn't it billable?

As a general rule of thumb, you should always assume that when "you" are having a production staff member assist you with something (perform work for you, consult or handle communications) it is billable. Below you will find a list of staff and situations where staff time is used to support a customer and it is NOT billable.

Breakdown of non billable tasks

The following is a breakdown of common non-billable situations - it is not exhaustive but please never assume something is non billable, if you are ever unsure, please contact your sales person or customer service. Items that are classified as non billable include:

• Server support : We support our servers inlcuded in your hosting package you should never be billed for reporting an issue with our servers that requires labor to investigate or resolve. (This does not include custom server configurations, nor is this a service we provide)
• Answering Questions On The Forum: We encourage all customers to use our customer service forums, and this is where we place the most emphasis in our support. Time taken by customer service representatives to answer "how do I" type questions regarding our technology is never billable.
• Providing Estimates: If you follow proper REW policy for ordering new work (posting in the work orders forum, or contacting your sales person) the time it takes for estimating staff or sales people is not billed to your account. The exception to this is if you contact our CEO and require high level consulting prior to engaging a project, this time is billable at $250 per hour and is only available to full service SEO clients.
• IDX Feed Questions: Our IDX co-ordinator is never billable. If you have a question as to if something is included in a feed, or need follow up on MLS board or feed issues, please contact the IDX co-ordinator directly, you will not be billed for his investigation or communication time.