I'm a newbie to linux and would like to understand why I am being charged for 2 hours work to chroot an account?

I'm trying to localise an sftp account to its home directory (ie, not move out) and have asked TP if they can do this. I am by no means an expert, but two hours to chroot an account is crazy. I had the impression TP's professional services was just that, professional, I don't want them learning on my machine. arggh.

It's a minimum charge, like you'll get from any professional service organization. Anyone who has had work done by a plumber, electrician, phone company, etc, would know this. Would you call in a plumber to fix a leaky faucet and then call him unprofessional when he charged you a two hour minimum for 5 minutes work? He/she would laugh at you and walk out. You'd still get the bill for calling them out but your faucet would still be leaky.

I get one-hour of "free" service every month base on the "gold" service plan. Would that mean every "professional services" request require a two-hour min charge? if so, why bother with different service plans and, rather, state it up front that two-hours are required for every PS work no matter how small or big?

I have to agree, I thought they billed in one-hour units, otherwise the gold plan makes no sense!

Administrative time is billed in blocks of 1 hour. Professional Services provides you with a quote of how long it could take. Often this quote is a worst-case scenario. If the task only takes 1 hour you will only be billed for that 1 hour. In your case, it would just use the hour provided with your Managed Service plan. The largest reason that the quote is given as a worst case scenario, is that you have full administrative control over this machine. Therefore, it is nearly impossible for us to know the full dynamics of your current configuration.

Not at all. I would skip town. They can't collect when they can't track me down!!! Faucets be damned!

this makes more sense to me, if this is the scenario. i had the impression all users have full admin control and therefore, will all users expect two-hours for admin PS?

edit: in the message, it was pretty clear that i will be charged TWO hours for this service, by TP's PS crew.

PM me your ticket number and I will take a look.

that's service for you!

thanks.