So I just had my first successful experience with Live. I ended up using skype for voice communications and screen sharing as it was more of an effective use of our time. The user bought an hour with me, and I ended up spending 2 as I didn't realize the timer had run out when we got stuck in problem solving. It was the user's first time with live as well and with the 2 of us trying to figure it out I didn't want to ask her to buy another hour and have to wait for the timer to tick down to end everything.
To that end there are a few suggestions that I could make:
1) If the timer is paused for more than five minutes, pop up an alert to remind the expert the timer should be started.
2) Also popup a timer if the expert is no longer getting paid (EG: Paid time ran out).
^^ And by popup I mean bring the browser into focus or play a repeated sound (mutable) or something along those lines.
3) Allow the timer to be edited. If the billable time is more than the "running time" and the client agrees that said time was helpful overall - that should be the final time. Currently the only way to do this is to dead air it after the fact.
Again as the expert I take full responsibility for not keeping track of the timer in both cases and the client wasn't trying to "get over" on me. Just some help from EE on the interface side to ensure we're notified when we're not getting paid and a gentle (read: push) reminder would be helpful.