How do you reply to free support requests which would need more than 20 minutes work?
You should reply like this: Dear Peter
If it was a quick 5 mins I would do it straight away. However I need to do a little investigation - maybe a couple of hours.
If that is OK then here is a link to purchase 2 hours and I will spend that time on this and let you know how I go.
www.ssw.com.au Figure: Good Example - Reply like this if the free support request needs more than 20 minutes