Respax Billing Policy

Owned by support_howto
Last updated: 07 May, 2024
1 min read

As part of our commitment to transparency and clear communication, we want to inform you about a slight update to our billing policy. 

Effectively immediately, we will be implementing a new billing procedure regarding case work. While the majority of our services remain unchanged, it's important to note that certain cases may be deemed billable at the end of each month based on the complexity, resources utilized, and time invested.  

We believe this approach ensures fairness and accuracy in billing, reflecting the dedicated attention and expertise we provide to each client and their unique situations. Rest assured; we remain committed to providing exceptional service while maintaining transparency every step of the way. 

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)