If a customer takes more office space in the same centre, moves to a costlier office or has a price increase at renewal (Office), the retainer will be increased automatically. The top up retainer will be included in their next invoice.
Office on Month-to-Month (M2M) agreements will normally have a retainer equal to 1x monthly fee at their start. If the customer stays for 3 months or greater, a 1x monthly fee retainer top-up will be added to meet the standard 2x monthly fee requirement.
If your customer has been overcharged for the retainer top up, please support them to contact the Account Helpdesk following this guide.
Following this, you can use the Account Helpdesk escalation process if required.