What are block hours?
Block hours are discounted prepaid Hours that are purchased in advance which can be used for services rendered by IT House. They are an alternative to paying our standard hourly rate.
What can I use block hours for?
Block hours can be used for:
- Onsite services and support at your premises
- Remote support services provided by remote desktop sharing & telephone, or via Zoom
- Break-Fix support services
- Project work (via a dollar credit)
Can I use block hours for onsite service?
Yes
Can I use block hours for remote phone support?
Yes
Can I use block hours for break-fix support?
Yes
Can I use block hours for project work?
Yes. Generally project work moving forward is not quoted hourly. When using block hours for project work, the value that the block hours were purchased for is used to determine the credit against the project work.
Can I use block hours to pay for my monthly support plan?
No. Currently we do not allow block hours to be used for credit or payment against monthly support invoices.
Can I use block hours to pay for hardware & software?
No. Block hours cannot be used to pay for hardware & software.
How does crediting block hours against quoted projects work?
The value of the current block hours on your account is dependant upon the rate at which they were purchased. Consumption of block hours happens on a First-in, First-out basis. So the earliest purchased block hours are consumed first.
Example: If a smaller number of block hours are purchased, and then a larger number are purchased and none are consumed, when crediting against project work, the credit for the smaller number of block hours is applied first at the invoiced rate, and then subsequent hours are credited accordingly.
What is the difference between consuming block hours normally and crediting block hours against quoted projects?
When asked to complete tasks, either we will provide either a verbal or informal estimate in the form of quantity of hours, or we will provide a formal quote (which typically will not be quoted hourly).
With an estimate, there is not a 100% guarantee that the work will be completed within the projected time frame. Equally, it is always plausible that we will complete the work in a lesser time frame. Upon completion, this work would consume block hours (or be billed at our standard hourly rate if no block hours are available). Please note that in this scenario, all aspects of the work are factored in, including any travel time, consultation time, preparation time, training time and post implementation support time.
With a quote or proposal, we will provide a fixed cost to carry out the requirements and produce an agreed result/outcome within the agreed time frame. We deem this set of requirements as a ‘Project’. Typically the fixed cost will not vary 95% of the time. This cost will factor in any required travel time, related consultation time, preparation time, training time (if agreed), and within reason, post implementation support time.
Given that projects are generally quoted at a fixed cost, the only way that block hours can be used against these is by applying a credit against the project work by calculating the value that the block hours were purchased at.
Why don’t you quote based on hours for projects?
All projects are assessed differently for risk, environmental factors, resource availability and timing considerations. These are taken into account when quoting a project, regardless of size. For this reason, whilst our expected number of hours to complete the work is factored in when quoting, it is not the primary determining factor and as such we typically do not include it in quotes and proposals.
Do I have to use all my block hours at once?
You do not! You can consume block hours at any rate you wish. Just keep in mind that some Block Hours (depending upon the quantity purchased) do have an expiry date, however this is typically 12-24 months.
What is the minimum number of block hours that I can use at one time?
The minimum number of block hours that can be consumed in one instance is 1 hour. To access 30 minute increment billing, ask us about our IT House Core Cover, IT House Club Membership or Fully Managed IT Support.
When do my block hours expire?
This depends upon the quantity purchased. 5 Hour Blocks, expire at 12 months. 10 Hour Blocks expire at 24 months. 20 Hour Blocks do not expire.
Can i refund my block hours if I do not use them?
Block hour purchases are non-refundable at this time.
What happens if I do not have enough block hours to cover billable work?
If you do not have enough block hours to complete billable work, you will be given the option to purchase another set of block hours (to be purchased online via credit card at the time when the services are being rendered), or be simply be invoiced at our standard hourly rate (which will be more expensive).
What can I not use block hours for?
You cannot use block hours to credit against monthly support fees or the purchase of hardware & software. Block hours cannot be used for other products or services unless stated above, or otherwise agreed.
How are block hours consumed after hours?
Block hours consumed outside of business hours are consumed at twice the rate during regular business Hours. For the purpose of block hour consumption, regular business hours are considered to be between 8:00 am and 5:30 pm, Monday to Friday. WA Public Holidays are considered outside of regular business hours. In some circumstances, at our discretion and agreed in advance, block hours may not be consumed at the 2x loading rate outside of business hours.