IT support and technical services: tickets, hours, contract billing
IT support and technical services sell time and visits. The problem is the same as a builder's: which hour belongs to the contract, which is billed separately, and what was actually done at the customer's site. Hub keeps that record simply.
Published 2026-09-05
A ticket is a job
A customer's report is logged as a ticket: description, photo, urgency, the contract it belongs to. The ticket is assigned to a technician who sees it on their phone or computer. Remote work is logged straight into the ticket; a visit uses the time clock. When the ticket is closed, the customer gets a confirmation and the work is ready to invoice or book against the contract.
Contract hours and billable hours
The customer has a monthly contract with a set number of hours or a set service scope. In Hub, hours are logged to the contract or as billable at the point of entry, and at month end you see immediately who has exceeded their contract. Overage goes onto the invoice as its own line without counting by hand.
Visits at the customer's site
Installing equipment, replacing a network device or servicing a meeting room's technology are visits where the time clock and photos belong. The technician presses Start on arrival, photographs the installation and ticks the checklist — commissioning steps, for example — on the phone. The customer sees the visit in the portal.
Equipment and materials on the invoice
Installed equipment and materials are logged on the job as their own lines and move onto the invoice. A quote for a new delivery is built in Hub with lines, and the customer accepts from a link. The accepted quote becomes a job and the job an invoice.
The client portal replaces the monthly report
The customer sees open and closed tickets, contract hours used, visits and invoices in the portal. For many IT service customers this replaces the monthly report that used to take an afternoon to compile. The customer can also sign off hours, so invoice disputes do not arise.
Rax handles the routine
Rax prepares the month's invoices for checking, writes a summary of a ticket's resolution for the customer and tells you in the morning brief which tickets have passed their response time. It is built into the core of the system, not a separate chat window: AI-native.
Price and getting started
69 euros a month includes the main user, each additional user 22 euros. You add customers, contracts and technicians yourself, and log the first ticket the same day. Trial 14 days.
No setup fee, no commitment. Field staff learn it on a phone in minutes.
Try free for 14 daysSee the demo without signing upFrequently asked questions
Can remote work be logged without the time clock?
Yes. Hours can be entered on the ticket manually, and the time clock is used on visits.
How does contract overage show?
Hours are logged to the contract or as billable at entry. At month end, overage appears as ready invoice lines.
Does the customer get a confirmation from a ticket?
Yes. A closed ticket sends the customer a confirmation, and tickets are visible in the portal.
Is Hub suitable beyond construction?
Yes. Hub is built for service businesses whose work happens at or for the customer — tickets, hours and invoices are the same regardless of trade.
Read next: AI-native · Client portal · Time tracking · Invoicing