Frequently Asked Question
How does S4 bill for services?
Last Updated 22 days ago
Station Four Billing Matrix
| Service / Activity | Support Contract | Ongoing Services | Fixed Rate Project | Hourly Project (T&M) | Notes |
|---|---|---|---|---|---|
| Bug Fixes & Maintenance | ✅ Included | ✅ Included | ❌ Change Order | ❌ Billed | Only in-scope items included for projects |
| Site Edits / Content Changes | ✅ Included | ✅ Included | ❌ Change Order | ❌ Billed | Live site changes are billable outside scope |
| Meetings | ✅ Included | ✅ Included | ❌ Billed if out of scope | ❌ Billed | Tracked if not covered or scoped |
| Planning / Estimates / Strategy | ❌ Billed | ✅ Included | ❌ Billed | ❌ Billed | Requires services agreement or is billed |
| Consulting | ❌ Billed | ✅ Included | ❌ Billed | ❌ Billed | Project-only clients pay for any consulting |
| Project Management / Coordination | ✅ Included | ✅ Included | ✅ Scoped | ❌ Billed | Scoped PM included; otherwise billable |
| QA / Testing | ✅ Included (fixes only) | ✅ Included | ✅ Scoped | ❌ Billed | QA beyond scope is billed |
| Emergency Response | ✅ Included (per SLA) | ⚠️ 2x Rate | ⚠️ 2x Rate | ⚠️ 2x Rate | Only Support Contract includes response guarantee |
| Training / Walkthroughs | ✅ Included (limited) | ✅ Included | ❌ Billed | ❌ Billed | Scoped or covered only |
| Hosting | ❌ Add-on | ❌ Add-on | ❌ Add-on | ❌ Add-on | Priced separately |
| Third-Party Tool Setup / Integration | ❌ Not Available | ✅ Included / Scoped | ✅ If in scope | ❌ Billed | Only included if scoped or under Ongoing Services |
| Custom Development | ❌ Not Available | ✅ Included (T&M) | ✅ Scoped | ❌ Billed | Not available without project or ongoing work |
| Design / UX Work | ❌ Not Available | ✅ Included (T&M) | ✅ Scoped | ❌ Billed | Same as above |
Emergency Response Policy
Emergency Response (critical outages, urgent fixes) is only included with a Support Contract. All others will be billed at 2x S4's Retail Rate/hr with a one-hour minimum. Ongoing Services clients without a Support Contract do not receive SLA-based response.