Our Managed Support is priced at a flat-rate per-user per month (sometime per-device depending on business structure) and features unlimited requests of items that are listed within our agreement.  We want to make sure the scope of services in the agreement are standard enough that they cover all the day-to-day IT needs across all our clients.

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Our value lies in you not having to think about reaching out to us, it just becomes a habit. This maximizes efficiency for your team. So we include as much as possible in the agreement.  

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BUT

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Not all organizations are the same, so we can't have the same rate for everyone.  So when we price our Managed Support plan, it becomes a fixed set of services at a custom rate.

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How do we figure out the rate?

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We start with our base rate per-user that is derived from our internal costs. From there, we adjust using our custom calculator accounting for the following criteria:

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• Number of locations and devices at each location

• Number of devices per user

• Environment complexity (network infrastructure, software, configurations)

• Level of sophistication of users

• Turnover rate

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While sometimes other criteria come into play, these typically cover most scenarios. 

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Once we have established the rate, we periodically review to make sure that it accurately reflects both the value we're delivering to you, as well as the costs for us.  

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As organizations grow and evolve, sometimes the rate will change. In those instances we will give you evidence for why the rate is changing, as well as options should you disagree with our assessment.  

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We feel this approach allows you to get an IT package that achieves the goals we set out with. 

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What about non-covered items?

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Our base Managed Support plan covers all the day-to-day stuff. But what about everything else? 

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Support Plan add-ons

Examples: VoIP services, enhanced security package, backup services, compliance requests

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These are typically also priced per-user or device and are included based on the specific needs of your environment.

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Projects

Examples: Cloud migrations, Office moves, Line of Business software deployments, Technology Adoption projects, network infrastructure upgrades, Assessments

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Our projects are typically quoted on a fixed fee per project basis unless they are unique enough that we don't have the experience to accurately predict (a rare occurrence). 

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Custom Training

If you require group training, we can come up with custom rates based on subject matter, group size and delivery format.  

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Priority or Off-Hours Support 

Any time support is required faster than our response times allow, or off-hours, we charge on a per-incident basis.  For off-hours support, we also bill hourly.  

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Out-of-scope support

For anything that we can do and lies outside what's included in our plan, but isn't big enough to be a project, we charge our standard hourly rate.  But these requests are few and far between.