Billing FAQ's

 

• How long is the term of your contract? Am I locked into a long-term agreement?

• What are Billable Minutes?

• How are my Billable Minutes calculated on calls?

• Do I pay for time when people are waiting for an agent?

• Are individual call times rounded?

• How often am I billed?

• What are my payment method options?

• How much does it cost to get started?

• What if I pick the wrong plan?

• I'm concerned about costs being higher than I budgeted (even if I upgrade to another plan to lower my rate). Are there ways to limit the number of calls you take?

 

 

How long is the term of your contract? Am I locked into a long-term agreement?

You can terminate the contract during the first 5 days, or at any time thereafter with only 30 days notice.

 

What are Billable Minutes?

Billable Minutes are minutes used for answering calls, e-mails, online chat, and making outbound calls to your customers.

 

How are my Billable Minutes calculated on calls?

You pay only for total accumulated talk time and processing time, which is calculated down to the second.

 

Do I pay for time when people are waiting for an agent?

No. You are not billed for the time a customer is waiting for the next available agent.

 

Are individual call times rounded?

No. Each call is calculated to the second. At the end of each month, your accounts accumulated talk time is tallied and the total time is rounded down to the last minute for billing purposes.

 

How often am I billed?

All clients are billed on a monthly basis. If your call volume significantly increases, you may be invoiced earlier.

 

What are my payment method options?

We accept Visa, MasterCard, American Express, as well as wire transfer. Payment via checks is available for those accounts signing up for plans higher than $5,000 per month with an additional deposit equal to one month of services.

 

How much does it cost to get started?

Getting started is easy. New customers only need to provide: 1) the first month payment and 2) a deposit equal to the first payment. There is also a one time Startup Fee, which is $99.95 for basic setup, but may be adjusted accordingly based on required product training and setup.

 

What if I pick the wrong plan?

You can't pick the wrong plan. Accolade Support offers an "auto-upgrade" plan for new clients. If your actual minutes look like they will exceed the minutes included in your plan, we will e-mail you and offer you the ability to upgrade your package, so you will be billed at a lower rate. This way, you never need to be worried if more calls than anticipated come in or about being billed at a higher rate than if you had chosen another plan.

 

I'm concerned about costs being higher than I budgeted (even if I upgrade to another plan to lower my rate). Are there ways to limit the number of calls you take?

Yes, there are several methods to limit call volume. The most straightforward way is to limit the hours we take calls. We can schedule our phone system so agents only accept calls during certain hours rather than on a 24x7 basis. We can also charge customers for support on your behalf and have this clearly stated on your custom recorded greeting, complete with a suggestion that they visit your website to avoid the fee. This will help reduce calls by having customers look for information and updates on your website before calling.

 

 

Service plans start at just $89/mo.

 

Call us today at 1-800-673-9298!

 

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