What if my workload is lighter than expected?
A dedicated part-time or full-time resource is contracted for the agreed hours regardless of weekly workload; you decide how to use the time.
A part-time or full-time resource is dedicated to your business for the contracted hours. If your workload is lighter in a given week, you decide how to use the time - process improvement, documentation, training, or other tasks that often get pushed aside. The contracted hours remain billable.
If a sustained shift in workload makes the current commitment too large, talk to your account manager about restructuring at your next renewal point.