UK

United Kingdom · Learning and Development · Entry Level (0-2 years)

Performance Support Coordinator

Here is the whole job, in plain words. What it is, a real day, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

  • Experience bandEntry Level (0-2 years)
  • Direct reportsNo direct reports
  • Reports toPerformance Support Specialist
  • UK framework levelUsually someone starting out, or keeping a process running

Also advertised as Learning Support Assistant · L&D Administrator · Training Support Specialist

Built on an analysis of 43,079 real UK job descriptions · grounded in qualifications employers recognise

Start with a free Future Fluency check, tuned to Performance Support Coordinator

Ten quick questions, one per Future Fluency, asked against this role rather than a generic one. About five minutes, and no card.

Start the check, free

1What this role really is

This isn't just an admin job; it's about making sure our people have what they need, exactly when they need it, to do their best work. You'll be the first line of defence, helping colleagues get to grips with our learning platforms and resources. It's a foundational role, really, where you'll learn the ropes of how a modern L&D team keeps everyone up to speed.

2What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Degreed / Docebo (LXP/LMS)Intermediate

Managing user groups, uploading courses, pulling standard reports, troubleshooting user access issues.

Articulate 360 (Rise, Storyline) / CamtasiaBasic

Making minor text/image edits to existing modules, publishing SCORM packages, recording simple screen captures for job aids.

WalkMe / Pendo (DAP)Basic

Deploying pre-built walkthroughs, updating tooltips and on-screen guidance as instructed.

Confluence / Notion / SharePoint Online (Knowledge Management)Intermediate

Creating and formatting pages, managing permissions, ensuring content is tagged correctly according to taxonomy.

Microsoft Excel (PivotTables, VLOOKUP)Intermediate

Exporting data from systems, cleaning datasets, building pivot tables and basic charts for standard reports.

Workday HCM / SAP SuccessFactors (HRIS)Intermediate

Viewing employee data, understanding the data structure for reporting and user group creation (read-only access).

3What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing inWhere you are nowThe step above
User Account Access IssuesTroubleshoot basic login problems (password reset, browser cache). Escalate anything more complex (e.g., account not found in HRIS) to Performance Support Specialist.Independently resolve most Tier 1 & 2 access issues. Decide when to engage IT Helpdesk for system-level problems.Define protocols for handling complex access issues and integrate with HRIS/IT. Train junior staff on troubleshooting.
Content Publication & UpdatesFollow checklist to upload and publish content. Any deviation from the process or content changes require supervisor approval.Independently manage content lifecycle, including minor updates and version control. Propose improvements to publication workflow.Design and implement content publication workflows. Approve content taxonomy and metadata tagging standards.
Knowledge Base ContentMake minor text/image updates to existing articles as instructed. Report outdated content to supervisor.Independently create new articles for common issues. Propose improvements to knowledge base structure.Design the information architecture and taxonomy for the knowledge base. Run content audits and champion adoption.
Escalation of System BugsImmediately report any suspected system bugs or major platform errors to your Performance Support Specialist with clear details.Diagnose and document system bugs, then escalate to the appropriate internal team (e.g., IT, L&D Tech Lead) with a proposed impact assessment.Lead the investigation and resolution process for critical system bugs, coordinating with multiple teams and vendors.

4How you'll be judged

The scoreboard, honestly: the hard targets, how often each one is actually looked at, and the quiet human signals that never make it onto a dashboard.

Average Ticket Resolution Time
How long it takes you to close out a support ticket from an employee.
Target · Under 8 business hours for Tier 1 issues

If a user reports an access issue at 9 AM on Monday, you'd aim to have it resolved and the ticket closed by 5 PM on Tuesday at the latest.

Content Upload Accuracy Rate
The percentage of learning content (courses, documents, videos) you upload or update without errors.
Target · 99.5%+

Out of 200 content uploads in a month, you'd have no more than one error, like a wrong file attached or an incorrect user group assigned.

User Satisfaction (CSAT) for Support
Feedback from employees on their experience with your support via a quick survey after ticket resolution.
Target · Average score of 4.5/5.0 or higher

After helping someone with an LMS login, they'd rate your assistance highly, perhaps leaving a comment like 'Quick and helpful!'

Standard Reports Delivered on Time
Ensuring routine reports (e.g., new user lists, course completion data) are pulled and shared by their deadlines.
Target · 100% on time

The weekly new hire report, needed by HR every Monday morning, is always in their inbox before 9 AM.

Quality of Documentation Updates
How well you maintain and update our internal knowledge base articles and process guides.
  • Your supervisor reviews your updates for clarity, completeness, and adherence to our style guide. Colleagues find your documented solutions easy to follow, reducing repeat questions.
Proactive Issue Identification
Spotting small problems or potential issues before they become bigger headaches for users or the team.
  • You might notice a recurring user query and suggest a new FAQ article, or you flag an outdated piece of content to your manager before someone complains about it.
Learning and Application of New Processes
How quickly and effectively you pick up new procedures and apply them consistently.
  • You'll demonstrate a solid grasp of new system features or content upload workflows after initial training, making fewer errors over time and needing less supervision.
Team Collaboration and Communication
Your ability to work effectively with your immediate team, asking for help when needed and sharing relevant information.
  • You're good at asking clarifying questions, you keep your manager informed of tricky issues, and you're generally a helpful presence for your colleagues.

5Would you like it

The honest version. What people enjoy, and what grinds them down.

What people enjoy
Helping Others Succeed

You'll get a real kick out of resolving a user's issue, knowing you've unblocked them and helped them get back to their work. It's that immediate 'thank you' that makes the day.

Successfully troubleshooting why a new sales starter couldn't access their essential product training, enabling them to hit their targets faster.

Structured & Organised Work

If you enjoy following clear processes, managing checklists, and keeping things tidy and organised, you'll thrive here. There's a real satisfaction in knowing everything is in its right place.

Meticulously organising and tagging a new batch of job aids in the knowledge base, making them instantly searchable for colleagues.

Learning New Systems & Tools

You'll be working with a variety of learning technologies every day. If you like getting under the bonnet of software and figuring out how it works, you'll find plenty to learn and master.

Becoming the go-to person for a specific feature within our LMS, knowing all its quirks and how to make it work best.

What frustrates people
  • The 'LMS Admin' stereotype: People seeing you as purely administrative, not understanding the value you add.
  • Garbage In, Garbage Out: Receiving incomplete or inaccurate employee data from HR, which then takes ages to fix.
  • The 'Magic Wand' Request: Being asked to turn a huge, dense document into a 'fun, interactive' learning experience by tomorrow morning.
  • Content Neglect: Chasing people for weeks to review and update critical resources that are now outdated.
  • Last-Minute Fire Drills: The weekly 'emergency' request that completely derails your carefully planned day.
  • The Blame Game: When a user can't access something, it's a constant battle to figure out if it's IT, the system, or user error, with everyone initially pointing fingers.
What this role does not give you
  • High-level strategic decision-making (that comes later).
  • Direct management of a team (you'll be an individual contributor).
  • Creative content design from scratch (you'll mostly be uploading and managing existing content).
  • A quiet, predictable routine every single day (expect some urgent curveballs).

6Who you work with

Your work, while often behind the scenes, directly impacts employee productivity and compliance. When you ensure a new starter can access their onboarding modules, you're helping them get up to speed faster. When you fix a broken link in a job aid, you're preventing someone from making a mistake in their role. It's about keeping the wheels turning smoothly, which, honestly, is more important than it sounds.

Inside the business
  • Your immediate L&D team (Performance Support Specialists, Learning Designers)
  • Our employees across all departments (they're your end-users)
  • The IT Helpdesk (for those trickier technical issues)
  • HR Operations (for employee data queries)
Outside the business
  • Learning platform vendors (though you'll typically escalate issues through your manager)

7What you need before you start

Not a wish list. The things you would be expected to already have.

  • Solid IT literacy: You're comfortable with computers, different software, and can pick up new systems quickly.
  • Strong organisational skills: You can manage multiple tasks, keep track of details, and work methodically.
  • Good written communication: You can write clear, concise emails and instructions without jargon.
  • A genuine 'can-do' attitude: You're keen to help, learn, and contribute to the team.
  • Experience in an administrative or support role (0-2 years) or equivalent experience demonstrating strong organisational and problem-solving skills.

8What to practise next

Where the job is going, and what to do about it starting this week.

Basic Data Visualisation

While you'll start with Excel, being able to create clearer, more impactful charts and dashboards will become crucial. People understand pictures better than spreadsheets, honestly. Tools like Power BI or Tableau are becoming standard.

Chart types · Dashboard design · Data storytelling · Interactive elements

  • This month: Look for free online tutorials on Power BI or Tableau Public. Just get a feel for the interface.
  • Month 2: Try to recreate one of your standard Excel reports in a basic Power BI dashboard.
  • Month 3: Ask your manager if you can shadow someone who builds dashboards, just to see how they do it.
  • Month 4: Present a simple dashboard to your team, even if it's just for practice.

Quick win: Start making your Excel charts clearer and more visually appealing. Use consistent colours, clear labels, and remove unnecessary clutter. It's a small step, but it makes a big difference.

Digital Adoption Platform (DAP) Basics

More and more companies are using DAPs like WalkMe or Pendo to provide in-app guidance. Understanding how these work will be key to helping users directly within their workflow, rather than sending them to a separate course.

Walkthroughs · Tooltips & balloons · User journeys · Segmentation

  • This month: If we use a DAP, ask your manager for a demo or read the basic user guides.
  • Month 2: Think about a common user problem and how a simple walkthrough could solve it.
  • Month 3: Suggest a small, low-risk piece of in-app guidance that could be built (e.g., a tooltip for a new feature).
  • Month 4: Follow industry blogs or webinars on digital adoption to see what others are doing.

Quick win: Pay attention to how other software you use (e.g., social media, banking apps) guides you through new features. What works well? What's confusing? Bring those observations back to the team.

9Staying current once you are in

What people here do to keep up
  • Online courses on specific software (e.g., advanced Excel, an introduction to Power BI).
  • Attending L&D webinars or online conferences to keep up with industry trends.
  • Reading articles and blogs about learning technology and performance support.
  • Joining relevant professional networks or online communities to learn from peers.

10How the AI economy is changing work like this

Before we ask anything of you, here's what we can already say about AI and work of this kind:

The new skill this role is being asked for: Prompt Engineering (Basic)

AI tools like ChatGPT and Claude are already here, and they're getting smarter. Being able to 'talk' to them effectively—asking the right questions to get useful answers—will save you hours. It's not future tech; it's now.

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

Your PlanIllustration

Built for Performance Support Coordinator

3 units that map to this job, from the qualifications that cover it.

  1. Provide learning opportunities for colleaguesPearson EDI · covers 4 of 10 standardsLevel 3
  2. Support individuals to access education, training or employmentHighfield Qualifications · covers 2 of 10 standardsLevel 3
  3. Support participation in learning and development activitiesTraining Qualifications UK Ltd · covers 1 of 10 standardsLevel 2
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Prompt Engineering (Basic)

AI tools like ChatGPT and Claude are already here, and they're getting smarter. Being able to 'talk' to them effectively—asking the right questions to get useful answers—will save you hours. It's not future tech; it's now.

  • Clear instructions
  • Context setting
  • Iterative prompting
  • Output validation

What you’ll use

Skills this role draws on

Technical

  • The 5 Moments of Need Framework
  • Knowledge Management (KM) Principles
  • Microlearning Design Principles
  • SCORM & xAPI Standards (Basic)
  • Learning Analytics & Kirkpatrick's Model (Level 1 & 2)
  • User Acceptance Testing (UAT)

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Administrative Assistant / Office Support

    1-2 years

    Skills to master

    • Organisation, attention to detail, basic IT literacy, customer service, managing multiple tasks.

    You're ready to move on when

    • You're the go-to person for fixing minor tech glitches in the office.
    • You meticulously organise files and documents, and nothing ever gets lost.
    • You're great at helping colleagues with their queries, even the tricky ones.
    • You've shown a keen interest in how systems work and how to make them more efficient.
  2. 2

    IT Helpdesk / Technical Support (Tier 1)

    1-2 years

    Skills to master

    • Troubleshooting, ticket management, clear communication of technical issues, understanding user frustration, problem diagnosis.

    You're ready to move on when

    • You're adept at diagnosing and resolving common software or hardware issues.
    • You can explain technical solutions in plain English to non-technical users.
    • You're comfortable with ticketing systems and managing a queue of requests.
    • You enjoy the challenge of figuring out 'why' something isn't working.
  3. 3

    Customer Service Representative

    1-3 years

    Skills to master

    • Patience, active listening, clear communication, problem resolution, managing expectations, turning negative experiences into positive ones.

    You're ready to move on when

    • You're excellent at de-escalating frustrated customers and finding solutions.
    • You can articulate complex information simply and effectively.
    • You're highly empathetic and genuinely want to help people.
    • You've developed strong organisational skills in managing customer interactions.

11Where this role leads

The long view:Your journey starts here, but where it goes is really up to you. We're committed to giving you the tools, the training, and the opportunities to build a fantastic career. If you bring the curiosity and the dedication, we'll help you find your path.

Pay & demand

Pay and demand for this role will appear here, each figure traced to a named authoritative source (e.g. the ONS Annual Survey of Hours and Earnings, under the Open Government Licence). We don’t show numbers we can’t attribute.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Performance Support Coordinator is actually changing. In about two minutes, the free confidence check asks where you stand on each of the ten. That's the whole check, and it's what makes the plan yours rather than generic.

Where it leads

Roles this leads to

12The team that's yours

No two people are taught the same way. This is one-to-one, not one-to-many.

Zavmo is a hyper-personalised AI learning platform. Twelve virtual tutors, each with a different way of teaching, and one orchestration agent that picks the right one for the moment. So every single lesson is shaped around you, your role, and the way you learn. Not a course everyone sits through. A conversation built for you, and no one else.

…and nine more, matched to you after your first chat. Meet all twelve

Start free and meet yours

13What it feels like

A conversation, not a course

Because your tutor knows your role, your projects and your last session, learning sounds like this. And it's different for every single person:

Provide learning opportunities for colleaguesLevel 3

Applied to your work in Performance Support Coordinator

By completing this unit, learners will be able to encourage learning and development in colleagues, help them identify learning needs and styles, and assist in planning, implementing, and reviewing learning opportunities.

How the thinking builds
  1. Remember
  2. Understand
  3. Apply
  4. Analyse
  5. Evaluate
  6. Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

One to one, not one to many

No two people run this the same way

A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.

  1. Your actual work Every lesson is taught against a live piece of your own work, not a worked example from a textbook.
  2. What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
  3. The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
  4. How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
  5. Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.

See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.

DemonstrateIllustration

Evidenced on your work in Performance Support Coordinator

You do not finish by watching something. You finish by showing it on the work you already do, against the measures this job is judged on.

  • Average Ticket Resolution TimeHow long it takes you to close out a support ticket from an employee.If a user reports an access issue at 9 AM on Monday, you'd aim to have it resolved and the ticket closed by 5 PM on Tuesday at the latest.Under 8 business hours for Tier 1 issues
  • Content Upload Accuracy RateThe percentage of learning content (courses, documents, videos) you upload or update without errors.Out of 200 content uploads in a month, you'd have no more than one error, like a wrong file attached or an incorrect user group assigned.99.5%+
  • User Satisfaction (CSAT) for SupportFeedback from employees on their experience with your support via a quick survey after ticket resolution.After helping someone with an LMS login, they'd rate your assistance highly, perhaps leaving a comment like 'Quick and helpful!'Average score of 4.5/5.0 or higher
  • Standard Reports Delivered on TimeEnsuring routine reports (e.g., new user lists, course completion data) are pulled and shared by their deadlines.The weekly new hire report, needed by HR every Monday morning, is always in their inbox before 9 AM.100% on time
These are this job's own measures, with its own targets. Nothing is marked evidenced, because nobody has started this yet. Yours would fill in from the work you bring.

Your passport

This isn't a certificate you file away. It's a passport to the life you're designing.

Every credit you earn and every fluency you build adds up: evidence where it counts, carried with you. Zavmo keeps the map: where you are, where you're heading, and the next step, at your pace, around your life. From Performance Support Coordinator to Performance Support Specialist (Level 2), and whatever you decide comes after.

Level 2 · in progressAI Fluency→ Performance Support Specialist (Level 2)→ your design
Where this takes you

Your journey starts here, but where it goes is really up to you. We're committed to giving you the tools, the training, and the opportunities to build a fantastic career. If you bring the curiosity and the dedication, we'll help you find your path.

See Your Progress GrowIllustration
Performance Support Coordinator
  • The 5 Moments of Need Framework
  • Knowledge Management (KM) Principles
  • Microlearning Design Principles
  • SCORM & xAPI Standards (Basic)
  • Learning Analytics & Kirkpatrick's Model (Level 1 & 2)
  • User Acceptance Testing (UAT)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

14The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Performance Support Coordinator is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Performance Support Specialist (Level 2)

    2-3 years in the Coordinator role

    You'll move from executing tasks under supervision to owning entire processes and making routine decisions independently.

    • Advanced Learning Platform Configuration: Building dynamic learning paths, configuring integrations.
    • DAP Design: Designing and building complex user journeys within digital adoption platforms.
    • Intermediate Data Analysis: Connecting multiple data sources, building interactive dashboards beyond basic Excel.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real, some parts of performance support can be a bit repetitive. But what if you could cut down on the grunt work and focus on the more interesting stuff? That's where AI comes in. We're investing in tools that help you work smarter, not just harder.

We're building an 'AI Productivity Hub' specifically for our L&D team. It's a place where you'll find tools and guides to help you automate the mundane, get quick answers, and even draft content faster. For a Performance Support Coordinator, this means less time on repetitive admin and more time actually helping people or learning new skills. It's not about replacing you; it's about making your job less frustrating and more impactful.

Automated Content Tagging

Imagine uploading a new document, and an AI automatically suggests the right tags and categories for it. This means you spend less time manually tagging, and our content becomes searchable much faster. It's a real time-saver for keeping our knowledge base tidy.

Smart Content Gap Spotting

Our AI can look at all the search queries in our learning platforms that get zero results. It then tells us, 'Hey, lots of people are asking about X, but we don't have anything on it.' This helps you and the team spot where we need to create new job aids or FAQs, without you having to manually sift through logs.

Job Aid Draft Generation

Got a long, dense policy document? You can feed it into an AI and ask it to draft a quick checklist or a simple FAQ for a job aid. It won't be perfect, but it'll give you a solid first draft in minutes, saving you loads of time on getting started.

Intelligent Support Triage

We're building an AI chatbot that can handle the really basic user questions, like 'How do I reset my password?' or 'Where's the compliance training?' It'll answer those instantly or, for more complex stuff, it'll collect all the info and route it to you or your manager, so you're not wasting time on the easy stuff.

Common questions

Common questions

How do you become a Performance Support Coordinator?

Common routes in include Administrative Assistant / Office Support (1-2 years), IT Helpdesk / Technical Support (Tier 1) (1-2 years) and Customer Service Representative (1-3 years). Times vary with prior experience.

Where can a Performance Support Coordinator progress to?

This role can lead on to Performance Support Specialist (Level 2) (2-3 years in the Coordinator role), depending on the skills you build.

What level is a Performance Support Coordinator in the UK?

This role aligns to RQF Level 2 on the UK framework, a guide to the depth of qualification it maps to, not a hard entry bar.

What new skills matter most for a Performance Support Coordinator?

Increasingly, Prompt Engineering (Basic). These are the areas where the higher-paid, future-proof work is heading.

The honest bit

You’ve started things before

Most of them were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.

There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.

And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.

What it costs

Less than one coaching session. Every month.

A single career-coaching hour costs more than a month of this, and it ends when the hour does. Zavmo doesn't. It's £70 a month, about £2.30 a day, for a companion that knows a Performance Support Coordinator, works on the job you actually do, and keeps going at your pace rather than a timetable's.

  • Searching and planning stay free. You only pay when you start learning.
  • Your credits are yours. Regulated, and they don't vanish when a subscription ends.
  • Cancel any time and billing stops. No notice period, no minimum term.

Your path, personalised

You have the map. Walking it is the part we do together.

This route runs to 10 national skill standards. That is a real journey.

Zavmo shapes a learning experience as unique as you are. It fits how you learn, your pace and the work you already do. Every step stays benchmarked to recognised national standards. That’s the plan for becoming a Performance Support Coordinator: personal to you, and it still counts. The first steps are free.

Independent research finds well-designed intelligent tutoring performs nearly as well as one-to-one human tutoring: VanLehn (2011), Educational Psychologist.

A private tutor in the UK averages £35–40 an hour . Zavmo is £70/month.

A real plan on learn.zavmo.ai: Ofqual-regulated units, credits, and a three-month run at your own pace.
Start free No commitment. See your first steps free.

15Where to go from here

Other roles at Level 2

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

Other roles in Learning and Development

Stay in the field you know and move sideways rather than up.

If you leave this industry

The skills you'll gain here—especially in learning technology, data management, and user support—are highly transferable. You could move into broader L&D roles, IT support management, product support for software companies, or even roles focused on digital adoption and change management in other sectors. Learning how people learn and how to support them effectively is a universal skill.

Not sure this is the right direction?

Work out what you actually want from work first, then come back and see which roles fit it. Takes about ten minutes.

This role profile is © 2026Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Build my plan, free Here's the first ten minutes: a 2-minute confidence check → your personalised roadmap → meet the tutors matched to you. No card, cancel any time. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.