Will you tell me before I'm about to exceed my reserved hours?
Our first and foremost priority is providing you with excellent support. How long that takes is secondary, so in many cases we don't check and update your timesheet until after we've finished answering your questions. That might push us over your reserved time if you were about to run out, or if you had a particularly complex question that took longer than expected to resolve.
Keep in mind that your contract also includes a fair use clause, which lets you exceed your reserved hours by a percentage before extra costs are incurred.
If you want to avoid a particular question from going over your allotted time, just let us know. You're more than welcome to cap the time we should spend on specific questions to avoid overages.