LanClub offers support outside of standard business hours for urgent situations. After hours support is charged at a higher rate than business hours support to reflect the out-of-hours nature of the work. This article explains exactly how after hours charges work so there are no surprises on your invoice.
What Are Business Hours?
LanClub's standard business hours are:
Monday to Friday, 8am – 5pm NZST Public holidays are excluded.
Any support work carried out outside of these hours is considered after hours work and is charged at the applicable after hours rate.
After Hours Rates
After hours work is charged at a multiplier of your standard labour rate depending on the time and day:
| Time Period | Multiplier | Essentials | Standard | Pro |
|---|---|---|---|---|
| Weekday after 5pm / before 8am | 1.5x | $187.50/hr | $225.00/hr | $262.50/hr |
| Weekends (all day) | 2x | $250.00/hr | $300.00/hr | $350.00/hr |
| Public Holidays (all day) | 2.5x | $312.50/hr | $375.00/hr | $437.50/hr |
The 30 Minute Minimum
A 30 minute minimum charge applies to all after hours support. This means:
- If the job takes less than 30 minutes — you are charged for 30 minutes at the applicable rate
- If the job takes more than 30 minutes — you are charged for the actual time taken at the applicable rate
Examples:
| Scenario | Plan | Time Taken | Charge |
|---|---|---|---|
| Saturday evening quick fix | Standard | 15 mins | 30 mins at $300/hr = $150.00 |
| Weekday evening troubleshooting | Pro | 45 mins | 45 mins at $262.50/hr = $196.88 |
| Public holiday urgent support | Essentials | 1.5 hrs | 1.5 hrs at $312.50/hr = $468.75 |
Free Minutes Don't Apply After Hours
Your monthly free labour allocation only applies to work carried out during standard business hours. After hours work is always charged at the full applicable rate from the first minute, subject to the 30 minute minimum.
| Business Hours | After Hours | |
|---|---|---|
| Free minutes apply | ✅ Yes | ❌ No |
| Minimum charge | None | 30 minutes |
| Rate | Standard rate | Multiplied rate |
When Are After Hours Charges Invoiced?
After hours charges are invoiced when the support ticket is closed — not at the end of the month. You'll receive an invoice shortly after the work is completed.
Payment is due within 7 days of the invoice date.
Will I Be Told About After Hours Charges Before Work Begins?
Yes — if you contact us outside business hours and we're able to assist, we will confirm that after hours rates apply before starting any work. You'll always know what to expect before we begin.
If the situation is urgent — for example an active security breach — we may begin work immediately and confirm the charges as soon as possible.
How to Avoid Unexpected After Hours Charges
The best way to avoid after hours charges is to submit non-urgent support requests during business hours. Ask yourself:
- Can this wait until tomorrow morning?
- Is this genuinely urgent or just inconvenient?
Most computer issues — slow performance, software questions, printer problems — can safely wait until the next business day. True after hours situations are things like active security breaches, a computer needed first thing in the morning that won't start, or a suspected hack.
See our Our Business Hours and After Hours Support Explained article for more guidance on what constitutes an urgent after hours situation.
Questions?
If you have any questions about after hours charges or an invoice you've received, email support@lanclub.nz and we'll be happy to help.