When you signed on with EZ Process Pro, you received a set number of minutes of support upfront. These support minutes are designed to get you through the Launch process and the first few months of running with EZ Process Pro. Many clients will run for years with the initial support time they purchased.
These minutes will go onto your client record, and will be subtracted from as you receive "billed" support. This includes call, email, and text conversations with the Customer Success team, or another member of the EZ Process Pro team acting in a Support role.
How do I know if my request will be Billed or not?
As a general rule of thumb, all errors with the system are "Unbilled". For example, if you are noticing a new report has a button that isn't working properly, sending a request asking about the button will be marked as "Unbilled" time.
For questions on how to do particular things in the time, meetings with your Customer Success representative, or a Support team troubleshooting a user-caused issue, these items will be marked as "Billed" time.
How is time calculated?
There are 3 communication channels you can reach out to your Customer Success team on: Phone/Video call, email, or text. Each one of these channels will start at a minimum of 1 minute of time that will be recorded. The time could be either Billed or Unbilled.
Phone/Video Call
Phone and video calls start at a minimum of 1 minute for answered calls and Voicemail messages. After that, for calls the time is tracked in accordance with the length of the call. If the Customer Success team needs to involve the development team, the development team time is also tracked and applied to the communication.
Emails start at a minimum of 1 minute for all emails to individual team members or to groups like support@ezprocesspro.com. After that, email time is added on in accordance with the amount of time spent creating a response. If the Customer Success team needs to involve the development team, the development team time is also tracked and applied to the communication.
Text
Texts start at a minimum of 1 minute for all texts to individual team members or to groups like the Support team at (713) 568-1331. If a text is over 160 characters, it will be broken into multiple messages and counted accordingly. After that, text time is added on in accordance with the amount of time spent creating a response. If the Customer Success team needs to involve the development team, the development team time is also tracked and applied to the communication.