Skills Worker billing is based on periods of worker activity within your service period. The system identifies each contact's Role window (continuous spans of time during which they held one or more roles) and uses these to determine your billable workers for the billing period.
Note: Please refer to your agreement to confirm the specific pricing structure that applies to your account.
Your Skills Worker billing period aligns with your contract service period. In most cases, charges are invoiced based on the number of contacts who had at least one qualifying Role window during the billing year. You are billed only once per contact per billing year, regardless of how many Role windows they have.
Key terms
Contact: An individual person in your system who can be assigned roles and complete activities.
Role assignment: The act of assigning a specific role to a Contact. Being assigned a role is enough to qualify — no completed activities are required. Roles must be held for more than 24 hours to count.
Role window: A continuous span of time during which a Contact held one or more roles without a gap exceeding 24 hours. Any Contact with at least one Role window within a billing year counts towards your billable workers.
Gap: A period of more than 24 hours during which a Contact held no active roles. Gaps create boundaries between Role windows.
Grace period: The 24-hour threshold used to distinguish between routine role transitions (same Role window) and genuine gaps (a new Role window).
Billable Worker: A Contact with at least one qualifying Role window during your current billing year. If a Contact only held roles for under 24 hours or has no activity in the past 2 years, they are not counted.
Tip: A single Contact may have multiple Role windows across a year (separated by gaps), but they are only counted once per billing year for billing purposes.
How Role window tracking works
- Period 1: 1 Jan – 28 Feb (completed Role window)
- Period 2: 1 Oct – ongoing (current Role window)
What counts as billable?
Currently active workers:
A Contact qualifies as a currently active worker if they:
- Currently holds at least one active role, and
- Have held that role for more than 24 hours.
For currently active workers, the full role history is included. This means a worker who has been continuously active since 2020 will show a Role window starting in 2020, not just the last 2 years.
Historical (previous) workers
A Contact qualifies as a currently active worker if they:
- Currently holds at least one active role, and
- Have held that role for more than 24 hours.
Note: Historical workers are included so that recent former staff are still reflected in your billing, even if they are no longer in an active role.
Who is excluded from billing?
A Contact will not appear as a billable worker if they:
- Have only held roles for less than 24 hours
- Are former workers with no activity in the past 2 years
- Have no qualifying role assignments
Tip: A single Contact may have multiple Role windows across a year (separated by gaps), but they are only counted once per billing year for billing purposes.
Common billing scenarios
A Contact that holds several roles simultaneously (e.g., Firefighter and First Aid Officer). All overlapping roles are grouped into a single Role window.
Example: A Contact assigned both roles on the same day generates one Role window covering both.
Role window breaks:
A Contact holds no roles for more than 24 hours, then is later assigned a new role. Each continuous span of holding roles becomes a separate Role window.
Example: A Contact works January–February, leaves March–August, and returns in October → 2 Role windows (still 1 billable worker).
Career Progression:
A Contact moves between roles within 24 hours. All roles are treated as one continuous Role window.
Example: Promoted from Junior to Senior to Manager within 24 hours → 1 Role window.
Skills Pricing & Billing F.A.Qs
Why isn't a contact appearing in billing?
- Role duration — Did they hold their role for more than 24 hours?
- Recent activity (for former workers): Did they hold a role within the past 2 years?
- Data issues — Are their records properly saved in the system?
Why does a contact have the wrong number of role windows?
- Employment gaps — Gaps longer than 24 hours create separate periods.
- Short roles — Roles held for less than 24 hours do not count.
- Overlapping roles — Multiple simultaneous roles should form one period
- Data timing — Check when roles were assigned and ended
For further investigation, please contact our Customer Success team.