Billing
Every charge should trace to a source record. This guide explains that lineage and how to raise an invoice question.
Where charges come from
- Agreement: the commercial terms
- Order: the services, quantities, and prices
- Acceptance: the recorded service handoff; billing triggers are specified separately in the applicable order
- Usage: metered items, where the order includes them
- Tickets: billable tasks such as remote hands
Recurring and one-time charges
Billing follows the applicable order. Implementation milestones or advance charges may occur before service acceptance, while recurring charges start at the event specified for that service. Use the order and invoice support to confirm the relevant trigger. Recurring charges repeat each billing period; one-time charges cover the installation, setup, or individual work identified in the order.
Invoice questions
Raise a question through your established billing contact or approved support channel. Include the invoice number, line item, service or order reference, period, disputed amount, and the specific discrepancy. Where relevant, identify the usage record or approved task reference without sending sensitive credentials or payment-card data.
Compare the line with the order's charge type and trigger, then the relevant period, usage, milestone, or accepted-work record. Operational measurements in the portal may differ from billing measurements; your order defines which one is used. Keep the question reference and supporting record together; do not infer a suspension of contractual payment obligations from an open question.