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Guidelines Regarding Support Versus Billable Work


At insightsoftware, it is important to us to relieve clients from technical concerns.  We try our best to provide technical support to our clients in a timely manner, and provide effective solutions.  In order for us to achieve this, we need a thorough description of the issue the client is experiencing and a screenshot of any errors that they may have experienced.

What is Considered Technical Support?

There is a fine line between what is a support question versus what is a consulting question.  Some topics that are considered to be technical support issues are:

  • Questions about software compatibility and hardware requirements
  • Issues regarding Jet Reports installation and configuration
  • Jet Reports error messages
  • Jet functions returning #VALUE errors
  • Any issues concerning the Jet Service Tier or Hub, or their installation
Jet Reports does not support macro-enabled reports.  If a macro-enabled report needs troubleshooting, all macros must be disabled by the client before requesting assistance.

What is Considered a Billable Consultation?

Questions regarding report design are usually considered a billable consultation.   These are outside the scope of technical support as they are not related to the technical software issues but rather related to training and consulting.  Jet Services representatives will exercise discretion when a support ticket is received and notify the client if a billable service is requested and await client approval before resolving the issue.  Inquiries that Jet Services can resolve quickly will not generally be considered billable.  Some topics that are considered to be a billable consultation are:

  • Questions on how to design a report
  • Questions about where to find data
  • Questions about Excel functionality

If you are unsure if your inquiry is a technical issue or a billable consultation, we still encourage you to submit a support request here or by emailing If you would like to contact our Professional Services team for a quote on consulting services you can email

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