Just another question. If the program works on other comptuers can she just use it on one of them or is there something else on the work laptop that she needs along with it? If she can use it on the other computers has she been?
If she is using the other computer with the program then how can they say she is not working? If she cannot use the program on another comptuer then she is essentially dead in the water and that becomes a grey area on if she should be paid or not.
As for the troubleshooting part, I would say if she is working with the helpdesk\IT then it should be billable, if she is doing it on her own then it is hard to prove what she is doing for troubleshooting and thus may not be able to bill for it.
Just my thoughts.
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