A lot of our content is designed to train as well as inform. 

Our charging policies are based on some very important fundamentals of best business practice and it is a good idea to see the policies and why they exist so you can consider your own policies.

Most software companies provide a limited support service. They will only support the general use of their software and will refer you to a third party consultant for anything outside the general scope of support. 

At SoEasy though we provide a much larger range of services and we have to have a suitable charging policy.

For example, one minute you are calling support about SoEasy running slowly and next minute we are resolving your computer and network issues. 

The issue was not actually a SoEasy issue and so we have to apply a suitable charge.

Chargeable Services we offer include:

  • Formal training packages
  • Reconciling accounts
  • Setup of SoEasy on a new computer
  • Review of practices. We have a lot of help topics to assist you that are free. It is best to email in your query and our staff may be able to direct you to an article.
  • Review of speed or internet connection issues
  • Printer setup issues
  • Email account setup issues

The Main Charging Policies

  1. All time and costs are charged for
  2. Deductions may be made against the invoice based on circumstances (see Charging Adjustments)
  3. Invoices are sent either a) Within 24 hours of the service b) On Fridays or as close as possible
  4. All accounts are payable within 7 days of receiving the invoice
  5. Overdue charges are applied and payable on all overdue accounts
  6. Any account overdue by 2 months or greater will result in a temporary suspension of service until the account is paid in full

The $10 a day impact on Profit

A failure to charge just $10 a day has a very significant impact on business.

$10 a day for 260 days of the year = $2,600 but it's not just $2,600. When you do not charge an amount, what you are actually not charging is Profit.

Every dollar not charged is a dollar of profit. It is very important to understand this.

Let's take a look at a scenario.

After a week of sales we charged out a total of $500.

The expenses were $450 and so the company made a profit of $50.

So for every dollar charged, we got to keep 10c or a profit ratio of .10

If for the exact same expense, we had of charged $550 ($10 a day extra), the profit would have been $100.

That is 2 x the profit just for charging $10 a day more ($1.25 per hour more for 8 hours)

A profit ratio of .2 (100% more than before)

You can work out your profit ratio by reviewing your last year's accounts and divide totals sales by the NET PROFIT/SURPLUS figure.

This ratio is very important and is directly affected by this topic.

Now $10 a day is not huge but the reality is most companies fail to charge their time, every day!

If your charge rate is $100 per hour and you do not charge 2 hours per day, that is 260 days x 2 hrs x $100 = $52,000 p.a. loss of profit.

If your company gets to keep 10% of its sales as profit, then this failure to charge 2 hours a day = $520,000 of sales per year.

What is also important to realise is that this is a per person calculation:

2 staff = $1,040,000 loss in sales per year

4 staff = $2,080,000 loss in sales per year

We are all in business to create profit. If we do not, we stressfully go broke, staff lose their jobs, relationships are lost, and the community loses another important business. 

So it is in the best interest of everyone that correct charging policies exist and are applied.

So for this reason, these charging rules exist

  1. All time is charged
  2. All materials and supplies are charged for 
  3. Adjustments may be made if necessary but only after the charges have been applied to the invoice
  4. All travel time is charged for
  5. Vehicle running costs are charged for
  6. If working after hours, an after hours levy is applied
  7. If working at weekends or public holidays, the charge rate is multiplied by 1.5
  8. If work is out of town:
    1. If the on location/town work will finish after 3:00pm, and travel back to base would be greater than 1 hour of actual time, an accomodation and meal allowance is charged

Charging Adjustments

1. If you are on a support contract then we provide you with:

  • Priority support services
  • General assistance to use SoEasy effectively
  • Software Updates

We still charge for all events but you will probably never actually receive an invoice as it is charged to support services and not yourself.

However if you do receive an invoice, it will detail the activity we supplied that is not covered in your support contract

If you are on our Managed Server Services then you are automatically on a support contract.

2. If you are not on a support contract then we charge for all time spent assisting you with any requirement.

2. Bugs

Part of our business is the development of our software. There are always improvements and we have a constant development process occurring daily.

You may discover that there is an issue with the code in that it demonstrates an error. We do not charge for this and we resolve the issue quickly.

If the fix for an issue is in a newer version of our software:

Support Contract Client:         The update is free

No Support Contract Client:    You have the choice to purchase that version and support services will install it for you at the charge rate

3. Wishlist

We know, as do all software manufacturers, that our software could be improved. 

When you have an idea you are welcome to email it into us and we will consider it as part of an upcoming improvement.

There are no guarantees and we do not report back about the wish list development progress.

4. Development

If you want a wishlist feature developing within a given time frame, then this is a service you can request but in all cases, we charge for the development time.

5. Projects

We often develop our software by establishing a project with a company.

The terms an conditions of a project will be stipulated in the contract.

The contract will have a finish date. After this date, our normal Charging Policy will apply.

6. Past Customers

We provide an ex customer service which includes:

a) Accounting data review

b) Resurrection of services

c) Audits

If you require a re-activation of a Managed Server Service there is a process we have to engage:

  1. Provision user access to the secure server services
  2. Locate and restore your program and data backup
  3. Despatch connection instructions to the user
  4. Resume support services
  5. Deactivate the account once the user has finished with their data

There are two charges applied:

a) $200 reactivation fee (payable in advance)

b) A minimum monthly subscription payable until the user request a deactivation and provides 2 weeks notice.

c) The account must be settled in full before deactivation is processed.

These policies are designed to ensure that SoEasy is a profitable business and that our products and services are available to all users of our systems.