If support to a department requires additional hourly billing, then you will have to pay for the first hour of work upfront according to your subscription plan. After the ticket is completed, then you will be billed for the remainder of time it took to resolve the issue. If the issue takes less than 15 minutes to complete, then you will receive credit for the remainder of time. You can either use the credit on another purchase in Greenthumb or request to “cash” it out (it may be returned to you through the same method in which you paid for the service).