Almost anytime we log in to your website to complete a job at your request is billable. In addition, conducting researching (such as SEO Research), or provide consulting, it is billable. There are, of course, exceptions. Many of our Web Management services are provided as a product at a fixed cost. For example, hack remediation is provided at no additional cost, SSL certificates are installed at no cost. We often investigate issues at no cost. Answering questions like “can you do XYZ?” or “how long will XYZ customization take?” generally doesn’t count as billable time. However, if it’s an unusual or uncommon request, we will need to dig into the code of the site to answer the question, resulting in a small amount of billable time. In essence, we always try to take a fair and balanced approach that respects both our time and the client’s budget.