Does Zest support hourly billing?

Yes. Zest supports hourly billing, but it is not designed for MSPs that operate primarily as break/fix or hourly-only businesses.

What out-of-the-box reports are available for tickets, time, billing, and clients?

There are technically 8 reports. Reports include, MSP time by category, MSP revenue by customer, tickets per managed user by customer, hours per managed user per customer, ticket queue performance by work queue/ticket queue, tickets closed per tech, average time per ticket by tech, value time per tech, or value/leverage per tech.

Does the system support recurring service agreements with automatic billing?

Support recurring service agreements. You can create contracts, and you can run them each month.

What billing models are supported?

Hourly and fixed-fee.

What approval workflow exists before invoices are sent to clients?

There is a draft invoice status in the system, and you review and click once it is reviewed.

Is there an invoice approval process?

Yes. Invoices remain in draft until reviewed and finalized.

How are credits, refunds, AR, and invoice aging handled?

Managed within QuickBooks and Xero.

What automatic payment reminders or dunning processes are available?

No automated payment reminders. QuickBooks or an equivalent would be sending the invoice reminders.