How to bill for support questions?

How do I bill for the times when client calls me on the phone or email me questions? For example, say that I had built an CMS (content management system) website and it's all working and he had already completed payment of it. Then he has questions on how to use the system such as create new categories, etc.

Do I answer these questions at no charge? I don't want to send him a bill every time he phones me. Or should I accumulate the time spent and bill him at end of month?

Depends on the contract and other factors. I provide bug support for my products for an indefinite amount of time, but it is only applicable if the error can be perfectly reproduced on my final copy before transfer. I would otherwise answer small question for free, but if I was spending hours a month on support, I would charge. No clear answer can be given from the information you have specified.

I don't bill for time on the phone because I always want my clients to feel like they can ring me. I don't want them to have to make a value judgement before they call me.

I have a number of ways I bill for support. Firstly, I have prepaid support blocks. Customers can buy 5 hours worth of support time up front at a discount and then I debit that every time I work on their stuff.

If a client hasn't purchased support time, when they ask me to do work, or when I suggest work, I'll give a price with it and get them to agree to it. I prefer not to bill by time in this scenario.

Thirdly, if it's a big client, go for a monthly support plan/retainer where they pay you a set amount each month for support/updates to their site.

Originally Posted by Lukevdp I have a number of ways I bill for support. Firstly, I have prepaid support blocks. Customers can buy 5 hours worth of support time up front at a discount and then I debit that every time I work on their stuff.

that is a brilliant idea! I generally do monthly plans, but some clients do not need help every month so it is wasted. I will add this to my maintenance options! Thanks for sharing it!