...
As a reference point - See below some of the reasons why the case would be deemed non-billable.
If your issue does not relate to any of the below, then it would be safe to assume that it would most likely be billable.
Non-Billable Reasons
No Knowledge Base Article/documentation is available to follow
The Feature is not working as described.
The issue is due to a Bug in the Respax software
Infrastructure outage
Assisting with the initial setup/configuration for new clients (onboarding/training)