A practical guide for technicians and auditors on how CyberJo converts tiered support work into billable Value Units.
CyberJo uses Value Units (VU) to bill client work. Each ticket can only be assigned one tier, and that tier must reflect the highest skill level required to complete the task.
When lower-tier work is completed inside a higher-tier ticket, the time must be adjusted so the billing reflects the correct VU value rather than being booked at a simple 1:1 rate.
Time spent learning a skill should not be charged. Time spent researching specific technical references or gathering the information needed to complete the work can be charged.
If work is escalated, the original ticket should be closed and a new ticket should be created at the higher tier if the time has already been booked. If the time has not yet been booked, it should be adjusted before submission.
Simple work such as phone and WhatsApp support, password resets, confirming issues, basic troubleshooting, and other work that does not need technician input beyond someone who is knows CyberJo and the client information basics, and can handle the basic assistance work. Travel time, waiting time, and idle time is also included in Tier 1 if that time is not spent elsewhere.
Rookie or junior technician work such as desktop support, basic website updates, and basic implementation tasks.
Mid-level technicians and analysts handling backend server tasks, escalations, and more technical troubleshooting.
Senior technicians, architects, project managers, and subject matter experts working on specialised or high-complexity tasks.
Enter the actual minutes spent and the calculator will convert them into the correct booking time for the final ticket tier.
Result
Use this summary for ticket notes, audits, or client reference.