This is to help define what activity is billable versus non-billable activity under a typical Managed Services Agreement (MSA/MSP). Beyond the obvious that activity which is for the direct benefit of a client, and that activity relates to either an hourly billable event and/or counts against a contract – that activity is considered billable. However here are some additional examples of each:
- Company internal work which is assigned a ticket from the IT Manager
- Client work (ticket & project) which is assigned a ticket from the IT Manager
- On-site, remote and bench work which is billable to the client
- In-office prep time for billable on-site time (pulling equipment for install, etc)
- Warranty work for “completed” tickets performed by someone else
- Travel time to/from clients, except for before/after work/lunch periods.
- Design & Implementation meetings for clients – “here is how we are going to go about backup”.
- Training, education, conferences, etc.
- Corporate meetings, one-to-ones, etc.
- Warranty work for “completed” tickets performed by yourself.
- Client “touches”: stats updates, “hi”, proposals
- Training meetings regarding clients – “here is how you….”