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by withinboredom
978 days ago
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I make it clear that replying to just one email will trigger an hour of billing (or day, if we have a day rate). I also make it clear that this will never be more than one hour per day. Thus, they get an hour per day of dedicated support, no more unless they want to pay for it (i.e., they want two hours, a single email triggers two billable hours even if it takes 5 mins to reply to a single email). It works pretty well. |
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