Do you know how to reply to free support requests that takes more than 20 minutes?

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If you need more than 20 minutes of work to perform a task, then it's not free, and you need to get approval for it.

Follow this template to reply:

To:

Charlie

Subject:

Request to fix bug

Hi Charlie

If it was a quick 5 mins I would do it straight away. However I need to do a little investigation - maybe a couple of hours.

If that is OK, I will spend that time on this and let you know how I go.

Denise

✅ Figure: Good Example - Ask for billable hours approval if a support request demands more than 20 minutes