Overage Request
The hourly cap for every account must be strictly adhered to, otherwise clients get used to a level of output that doesn't align with the plan they've purchased.
If you think you’ll exceed your cap, or need more hours to complete a task or project, it’s important to speak about this with the client and/or reach out to the Client Success team to let them know.
Generally, if an IM needs more time in their cap, the client will need to either:
- Upgrade their plan
- Purchase a block of “top up” hours; or
- Reset their expectations.
Ultimately, it’s up to the client to make sure you have enough time for the work they need done.
In rare cases, InboxDone may cover 1–2 extra hours to help with long-term client retention, but this is for exceptional cases only.
For these rare instances, submit the following form before logging the time in your timesheet. After reviewing your form submission, we may still decide an upgrade is the best route, but always want you to have the hours you need regardless.
Please do not log any additional hours until you hear back from our team about whether or not your request has been approved.
Only hours that fall within the hourly cap (or that have received direct approval through this form) can be compensated.