Ten hours a month included, thirty hours delivered

Support contracts commonly include an allowance. The allowance is a commercial construct that only functions if consumption is measured against it.

Unmeasured means unlimited

Where nobody counts, the client reasonably assumes their usage is normal, and the business absorbs the difference rather than raise an awkward conversation without figures.

Visibility helps the client too

Clients who can see they are at eight of ten hours behave differently from clients who cannot. Most are not trying to over-consume; they simply have no signal.

Renewal is the leverage point

Mid-contract repricing is difficult. Renewal with a year of consumption data is straightforward, and the conversation is about matching the contract to reality rather than about charging more.