How does everyone deal with this issue? If a customers IT person changes something, or messes something up and needs your assistance to put things back to normal.. Do you charge them, if so what do you charge? Example.. Have a customer that is changing some software on their network, and is probably going to require my help to get things straightened up after the changes. What would you do?

Bill them at regular hourly rate.

Are they under a maintenance agreement or t&m? If under agreement how does your agreement read about network issues or does it? Had this problem before and it was very hard to charge without network issues being incorporated in our agreement language. If anything happens to a network now we charge regular service call rates.

Our M.A. reads that it excludes all connectivity/network/software issues or related hardware issues "outside of the box". We have a network department and if they need their assistance they are billed accordingly.

We provide 3 hours of support on the install ans bill for everything after that for networking issues.

2 Hours support then everything network is chargable.

If it ain't inside the grey covers, it's billable.