Are the monthly blocks of time only available for responding to help tickets, or can they be used to help with ad-hoc projects such as the implementation of software, or hardware or some other initiative?
Typically monthly support block hours are used only for support, but in certain circumstances we can use the unused block hours for a project and then Time and material for overages at the standard house rates. This would be on a case by case basis. Our standard practice to handle projects is to purchase a separate block of hours budgeted for the project. Any extra block hours on the project are valid for a year to support additional initiatives or support needs.
You would be invoiced on a Time and Materials basis. (Pay for what you use) These use are standard house rates. The table is shown in the proposal right under the block hour multiplier table. The price is essentially the same, just without the discount you receive from purchasing a monthly block of hours.
How is time tracked against the monthly block of time (in five minute increments, 15 minute increments, etc.)?
It is measured in 15 minute increments.
How much time does a PM typically spend out of a monthly block of time (i.e. at what point is a PM engaged)?
PMs are typically are not involved in the day to day support beyond onboarding. Onboarding is included with the setup fee for the services purchased. That being said, we have some clients who want a PM involved to manage the day to day activities and multiple simultaneous projects. This tends to come into play when a client has many moving parts at any given time. With a 5 block hour monthly block, I don’t anticipate a PM using up any of the monthly support unless special communication/coordination is required. When it comes to projects, PMs are involved to ensure the project is delivered successfully.