The 'fuzzy' area of being an MSP
Here is the scenario.
Bottom tier client. No 3rd party software support mentioned n agreement.
Tomorrow payday for staff. Accounting software not working. Last Friday, end of day, bookkeeper initiated delayed update for software package. This morning, she was unable to process time sheets.
Business owner called in SEV1 issue.
I joined bookkeeper on her computer. She showed the issue. I verified issue was not with hardware or OS, etc. Then initiated support call to accounting application vendor. Explained the situation. They were aware of issue. Verified issue. Provided a patch. Verified issues was resolved and disconnected.
Bookkeeper went to work. I reported to business owner issue resolved and how. He was ecstatic because late paychecks are a big deal with the State, evidently. And at least two of his staff have every city, county, and state bureaucrat on speed dial.
I ensured he was satisfied with resolution and shared I would have an invoice to him within the hour.
Here is the fuzzy area. I have not, in the past, billed for such efforts and basically given this client top tier support when I had time and delayed when I was tied up with other work.
How many of you find yourself in similar situations?
How do you work around this particular type billing situation?