Billing Coverage Audit Process for Business Clients #

We take billing accuracy and coverage completeness seriously. A billing coverage audit is a structured review that compares your coverage data to your invoice line items to confirm alignment and to help ensure nothing is missing from a security, support, monitoring, backup, and management standpoint.

What a Billing Coverage Audit Includes #

A billing coverage audit compares what is actively covered to what is billed. Depending on your environment, this may include devices, users, identities, and other coverage categories as reporting expands.

Core coverage categories (may expand over time) #

• Devices: Servers and workstations
• Users: Your staff
• Identities: Your staff’s Microsoft 365 cloud identities
• Microsoft licenses consumed by staff: Coming soon
• Additional categories: As we continue to automate billing and metrics

Transparency and Client Self-Audit #

You do not need to rely on us alone to validate billing. We intentionally provide client-ready reporting so you have the details needed to perform your own deep review at any time.

• Monthly reporting supports transparency: We provide coverage details on a recurring basis so you can confirm alignment between what is covered and what is billed.
• Audit-friendly by design: Our reports are structured to support internal finance reviews, leadership oversight, and external audit needs.
• World-class service mindset: The goal is clarity and confidence, not confusion. If something does not look right, we want to know.

If you would like, we can also review the same reports with you during a short call and answer questions in real time. For deeper reconciliation across longer time periods, a formal billing coverage audit is available upon request.

Why We Audit #

• Billing alignment: Confirm that invoice line items match what is actually covered.
• Coverage completeness: Confirm that no devices, users, or identities are missing critical security, monitoring, backup, or management coverage.

Audit Request Options and Frequency #

We are always happy to help validate billing and coverage. To keep things fair and predictable across all business clients, we offer both informal targeted reviews and formal audits.

Targeted Review (informal) #

• Available: Anytime (up to 15 minutes)
• Best for: Quick questions, a specific month, a specific line item, or “does this look right?” reviews
• Client involvement: Required (a short call or shared review so we can confirm context quickly)
• Typical outcome: Confirm alignment or identify the exact item(s) that need follow-up

Formal Billing Coverage Audit #

• Included: Up to one (1) formal audit per year upon request (aligns with annual fiscal audits with finance departments)
• Best for: Full coverage-to-invoice reconciliation across a defined period
• What you receive: A client-ready audit report with counts, variances, invoice-to-invoice changes, and recommended actions

If additional formal audits are requested beyond the included amount, we can absolutely complete them as well. Additional formal audits are billable due to the time required, and typically range from 1 to 16 hours depending on environment size and complexity. Our goal is to keep this process simple: if it is a quick question, we handle it quickly together. If it requires deep reconciliation, we treat it as a formal audit with clear scope and a clear deliverable.

What We Review #

Audits typically compare the following sources:

• Coverage Report: A simplified summary designed to match invoice line items
• Asset Summary: A detailed list of devices and related add/retire information
• Invoices: The invoice line items and quantities for the audit period

How Updates Are Handled #

• Devices and Microsoft 365 identities: Automatically adjusted by the system on a recurring basis
• Users (staff changes): Updated based on submission of the Hire/Retire form

Device Retirement and Return-to-Service #

To improve accuracy, we use a device auto-retirement policy set to 45 days. A device may be processed for retirement when it has:

• No agent check-in
• Is unresponsive
• No network presence
• No activity in our remote monitoring and management system (RMM)

Billing Timing and Cutoff #

The 25th of each month is the cutoff for retirements to be reflected in the next billing cycle. Changes submitted by the 25th typically reflect in the next billing cycle, which usually runs a few days later depending on the month.

What You Can Expect From a Completed Audit #

When a full audit is completed, we provide a client-ready summary that includes:

• Coverage counts compared to billed line items for the audit period
• Any variances identified (missing, extra, or aligned billing)
• Invoice-to-invoice change reconciliation (what changed and why)
• Recommended actions and a simple acknowledgement/decision section

FAQ #