---
title: Customer support hours
description: Manage prepaid time and work billed after completion.
category: Renewals
order: 3
categoryOrder: 50
---

# Customer support hours

**Renewals → Customer Support** focuses on the support service configured in a customer's profile. For prepaid support, compare **total purchased**, **used** and **remaining** hours. Add hours when the customer buys another package; record usage as work is completed. The movement history explains how the balance changed and can help correct an accidental entry.

For support billed after work, use the hourly rate excluding VAT and log the work performed. Climenos can show the resulting pending charge, VAT and total. A pending charge remains outstanding until a payment is completed; reminders can be configured in Notifications. Support work attached to a ticket should be reviewed there as well, so the conversation, time and money tell the same story.

Do not reduce a balance merely because a ticket was opened. Record the actual time spent when the work is done, then check the customer's service and payment history.

See [Support tickets](/docs/support/overview) and [Services](/docs/customers/services).