Nobody likes to have unexpected bills, and it can be challenging to estimate how much time your Support requests may take to resolve. By logging in to your Vivio Portal account, you can review how much time has been used in the current and previous billing cycle. This article will cover the process of checking your time tracking totals and explain what everything means.
Retrieving your Support time totals
Step 1: To begin, log in to your client account at https://portal.viviotech.net/
If you need assistance with this step, please see the following KB article: How to access your Vivio Portal client account
Step 2: Once you're logged into your Portal account, navigate to the left-hand side of the page and select "View Services" under the "Billing & Services" list.
Step 3: You will now see a list of your services. (If you do not see anything, verify that "Current Services", "Recurring Services", or "All Services" has been selected in the "View" selection box in the upper right-hand corner.)
You should see a Service Plan titled either "SysOps Support" or "Infrastructure Support". This service is your recurring Support plan. Click on the [+] to expand the list to show the child service.
Step 4. Once you have expanded the list, you will see the time-tracking service, as shown in the image below. Select this service to continue.
Step 5. Once you have selected the child service, you will be presented with the service details. At the bottom of the page, you will find the "Ticket Billing" section, as shown below:
In the above example, you will see that the table includes a link to "View Tickets", which will allow you to review any billable tickets. Also a selection box on the upper right-hand corner, for changing the "Renewal Period". Here you can select to view either the current, or previous renewal periods. Below these, the table shows the dates of the period selected, which will either show the dates from the start of the current period until present, or the full dates from the previous renewal window. These are followed by the number of support tickets, the time recorded on those tickets, how much time (if any) is included with your current Support plan, and the hourly rate for any overage. The final line of the table shows "Under Limit" in green, denoting the fact that this client has not exceeded the included Support time.
Questions about the different types of Support time tracked here? Visit: Understanding Your Statement – Support Work Categories
Now, we'll look at the same client, during the previous period, that exceeded the time included in their Infrastructure support plan:
In this example, you will note that the ticket count from the "SysOps" row is 1, and the "Time" field has exceeded the 0 secs included in their Infrastructure plan by 3 hours and 30 minutes. As a result, the final line of that section does not say, "Under limit", but instead displays "Usage". Also displayed is the "Usage Rate", or price per hour, and the amount currently due, which in this case is $735.00. At the end of the current billing cycle, if there aren't any additional Support interventions or requests, the "Amount Due" will be invoiced on this account.
To review the tickets that contributed to your Support usage, select the "View Tickets" link from the upper left-hand corner of the "Ticket Billing" table. This option will open a new window that will look similar to the example below:
If you click on a ticket link, you will be taken directly to the ticket in question, allowing you to review the details of the Support ticket, including documented Support time. Not all ticket updates are public, so if you have any questions about billable time in a ticket, please contact our Billing department and we can assist you. For more information about how to view the invoices on your account, see: How to View Your Invoices in Portal.
If you need any help with viewing the Support time on your account, please reach out to our Support team.