Block of time contract

Hi all,

I am new to IT business and recently I'm reviewing terms and condition for my block of time contract and converted into support point. (eg: $8500 equal to 85 hours/85 points)

I have some standard operating procedure (SOP) for client to log the incident case. However, when we received the case, helpdesk coordinator will analyze whether the case should given the support of email/phone/remote or onsite.

For email/phone, we're charging 0.5 point/hours (for incident case). As for remote/onsite, we're charging 1 support point /hour.

Please share your thought about this chargable method.

Thank You.

Stan