• Every minute spent with a customer is deducted.
• Time spent researching an issue, specifically for one customer, is Research time on the customer's account.
• Time spent learning something new, even for a customer, but other customers will benefit, is Project time.
  • So, the FTP issue, that's research time logged for you because the issue you're resolving is specific to that customer and is not likely to come up again for another customer. However, learning how to install Varnish on one customer server is Project Time, because you'll get that request again.