Yes this was my thoughts exactly.
@mattwnz: Yeah it was for a totally different website. I have no idea why thy didn't contact the original developer, I understand the site is a few years old so maybe they aren't around anymore. They didn't contact the hosting provider as they only provide office hours support and as i mentioned they wanted this resolved on Sunday night. I have emails from them on Sunday requesting urgent response, I didn't setup any kind of contract because it was such an urgent issue and I assumed (wrongly) anyone would realise support on a Sunday evening wouldn't be free.
The invoice was just for 2 hours of normal time, I didn't charge extra for after hours work or anything like that, so I feel I have been more than fair in charging them.
I invoiced the client for 2 hours of consultation time
mattwnz:I am not assuming how anyone thinks. I am telling you what the law says. And I'm not charging LOL.nickrout:mattwnz:Rubbish they asked a professional for help and the professional is entitled to charge a reasonable rate (as no rate was agreed the law implies a reasonable rate, it's technically called quantum meruit).jbard:freitasm: I understand the website development and this request are unrelated - although the OP didn't make it clear it's not the same website.
Yes I just came to clarify this. This request was completely unrelated to the website I have built them a few months ago which is running without a problem.
So it was for a totally different website? If so why didn't they contact the person who built it for them, or the company hosting it? I think you maybe hard pressed to get them to pay as you would have to prove that you entered into a contract with them, and the extent of work you would be doing. Do you have everything in writing and that it was an urgent request and they wanted you to provide a solution?
No difference to calling a plumber out on Sunday night 'cos your toilet is blocked, or calling your lawyer and saying "my son has been banged up can you sort it out".
You are assuming everyone is reasonable and thinks the same though. We don't know what the op was actually asked to do, because it doesn't sound like the client considered it a job request. It may have been more general and these days people seem to expect businesses to run 7 days a week. Most hosts seem to be 7 day operations these days and they don't charge. But normally in those situations the charges will be disclosed and that it would be billable at the time of the request. The fact the the client is disputing it does show some communication breakdown. With a plumber visiting your house for an urgent repair it is obvious that that would be charged for, as it involves them visiting which costs them. But they will usually say when you call them that there will be an after hours call out fee. There are two sides to every story.
mattwnz: What about the clients who ask for computer help and advice, when you only designed their website. eg they maybe having probelms with their gmail or facebook accounts, which don't provide support. It is pretty hard to charge for that, even though it can take up quite a bit of time to reply.
I learnt it the hard way when supporting small business with accounting software, use to have a client ring at 11pm at night because he was doing his invoicing and things where not working the way he wanted it and it had to have it done that night. He soon stopped after I told him I was going to charge him for call out fees and for waking me up.