Support hours will be allocated on a monthly basis in accordance with the tier or hourly package purchased by you. You are permitted to borrow the full allocation of support hours from one future month and may also borrow a partial amount of hours, not exceeding the equivalent of two months’ worth of hours, to ensure that the mandatory 30-minute check-in meeting is maintained. Additional advanced hours may be acquired as needed. Though not required for service, advanced hours are billed at a more cost effective rate.
Requests for support hours may be submitted by any individual; however, only the account manager possesses the authority to approve such requests. A list of users who are automatically approved to request support, such as board members and other designated personnel, will be established with you. You retains the right to add or remove individuals from this list at your discretion, thereby maintaining control over authorized users.