CherryTreeIT
29th January 2009, 18:25
Hi,
We are in the process of changing our charging model to a cost per incident basis and I wondered what the view was of people on here?
These figures are only approximate as this is still work in progress and it is for an all inclusive maintenance service so it covers real time monitoring and alerting of the infrastructure, servers, etc and can also include backups and recovery.
We are looking a pay as you go model for a flat fee of around £25/incident (be it a fault or a change request covered by our service) + all the monitoring, etc
#We are also going to be offering a bulk credit package where you pre-purchase a set number of calls per month (similar concept to inclusive minutes on your mobile) for between £15 - £25/incident depending on volume
I Any thoughts or experience on this sort of model (both good and bad) much appreciated as this is in the initial planning stages with our partner.
It is a footprint-less SaaS based service with the back end provided by our partner www.easyvista.com (http://www.easyvista.com) - take a look at their web site for an idea of just what to service can offer as it is far more than just a help desk.
Included in our service will be a configuration management database, asset register, knowlage base, statistics published to a customer portal so they can see where their problem spots are and much more!
Many thanks
Paul
We are in the process of changing our charging model to a cost per incident basis and I wondered what the view was of people on here?
These figures are only approximate as this is still work in progress and it is for an all inclusive maintenance service so it covers real time monitoring and alerting of the infrastructure, servers, etc and can also include backups and recovery.
We are looking a pay as you go model for a flat fee of around £25/incident (be it a fault or a change request covered by our service) + all the monitoring, etc
#We are also going to be offering a bulk credit package where you pre-purchase a set number of calls per month (similar concept to inclusive minutes on your mobile) for between £15 - £25/incident depending on volume
I Any thoughts or experience on this sort of model (both good and bad) much appreciated as this is in the initial planning stages with our partner.
It is a footprint-less SaaS based service with the back end provided by our partner www.easyvista.com (http://www.easyvista.com) - take a look at their web site for an idea of just what to service can offer as it is far more than just a help desk.
Included in our service will be a configuration management database, asset register, knowlage base, statistics published to a customer portal so they can see where their problem spots are and much more!
Many thanks
Paul