What is Billable Support?

This FAQ covers what support time can be billed. If there are any questions feel free to reach out to Paragon Support.

Implementation vs. Ongoing Support

Implementation hours included in a subscription plan apply only during the go-live process in Paradigm and the first 14 days following go-live. Once that window closes, all further work falls under regular ongoing support rather than implementation.

What is Included in the Subscription?

Subscriptions include phone and email support at no additional charge. This covers guidance on how to perform a task, explanations of how a number was calculated, or help locating a particular setting within Paradigm. In general, any instance where support staff teach a task rather than complete it directly is included in the subscription at no extra cost.

What is Billable?

Billable time applies to work completed on a client’s behalf rather than work explained to a client for self-completion. Common examples include:

• Inventory item creation
• Report customizations
• Batch changes to customer pricing setups
• Data updates performed directly within a client’s Paradigm system