Billable and Non Billable support

by Ralitsa Petkova

Last updated: 08-Oct-2026

Non Billable Support 

Non-billable support applies to any request regarding system configuration, operational support, problem detection and other day-to-day system maintenance, including the below : 

1. Defects, queries or questions about the functionality of the system.
2. Day-to-day assistance with how to operate the system.
3. Deal template creation.
4. Integration of new media type.
5. Existing integration troubleshooting.
6. Queries about CPA or other commissions not triggered/triggered to customers.
7. General support and training during and after system integration.

Billable support  

An applicable hourly fee applies to below support requests :

1. Extra columns in back-end reports.
2. Change in existing custom reports.
3. New customs reports.
4. Decommissioning a Channel
5. Client development customisations which would not fall under the main development trunk.
6. New development work/custom work which would not be included in the core of the product.
7. Changes to data transfers where the resulting data issues originate from client-side changes or actions. This includes any time MA employees spend intervening, consulting, or troubleshooting issues.
8. New product integration.
9. New brand integration.
10. Data migration changes after the initial setup is completed.
11. Integration with other 3rd party software providers (after initial set-up).
12. Bulk changes in the system (bulk changes of tags for landing pages, media, bulk change of affiliate plan templates, etc.).
13. Domain renaming and/or redirecting.
14. Providing reports on request. Support and guidance on using existing reports are included at no cost; however, charges apply when clients request that MA extract data or provide data instead of using the Admin reports, or due to reluctance to use Excel.
15. Major amendments in the system set-up during or after implementation.
16. Changes in already established Net Revenue formulas.
17. DDOS mitigation for attacks.
18. Other bespoke work requested by the subscriber.
19. Data refresh to a UAT environment upon client request
20. Reopening of a pay cycle already closed for payments