See how much support time you have used, your hourly rate, and any prepaid, discretionary or free minutes on the Support Usage page in Client Connect.
In this article
The Support Usage page in Client Connect shows how much support time has been used on your account, and what time and rate you have available. It is there so you can see where you stand without having to ask, and so there are no surprises when it comes to support time.
Finding the page
- Sign in to connect.obrienmedia.uk.
- Open Support Usage from the menu.
What it is used for
- Seeing at a glance whether your account has a support agreement.
- Checking your hourly rate for support work.
- Seeing any prepaid, discretionary or free minutes available to you.
- Following how much support time has been used month by month.
- Spotting anything that does not look right, so we can check it with you.
The Support Agreement panel
The top panel is headed Support Agreement and carries the date the figures are as of. It has five parts:
- Has Support Agreement: shows Yes or No, so you can see whether your account is on one of our support agreements. If you would like to know more about our agreements, see our website support page.
- Your Hourly Rate: the rate that applies to support work on your account. A small green badge beside the rate, such as -29%, shows how much lower your rate is than our standard hourly rate.
- Prepaid Minutes: support time that has been paid for in advance and is available to use.
- Discretionary Minutes: support time that we have chosen to allow at our own discretion.
- Free Minutes: support time included at no charge.
Each heading has a small information icon beside it. Use it to see a short explanation of what that figure means.
The Monthly Usage panel
Underneath, Monthly Usage lists the support time used in each month. If no support time has been recorded yet, it says No support usage recorded, which is perfectly normal for an account that has not needed support work.
An important note about the figures
The page gives a picture of the total support time used, both paid and included. The figures are not a request for payment. Billing for support time is handled by us, so it is not based only on the figures shown here. If anything looks wrong, such as time you do not recognise or a rate that does not look right, please open a helpdesk ticket and we will check it with you.
Good to know
- It is a good page to check before you ask for a larger piece of work, so you know what time and rate to expect. You can plan the work first with Worklists.
- It is separate from your invoices and balance. For those, see how to check your balance and invoices.
Not sure about anything? Contact us or open a ticket from your Client Connect account and we will be happy to help.
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If it didn’t answer your question, contact our support team or call 01793 239239 and we’ll be happy to help in any way we can.