Billing for Remote Support

[HarveyIT]

Hi,

I am not sure if I've posted this in the right place, but for anyone who works in IT support, what are your arrangements surrounding getting paid for providing remote support? What I mean is, client calls with problem, you decide to remotely connect to their machine, after the session if you've solved the problem, how do you deal with payment for that support? Do you have a system where they can pay through your website? Or do you just ask for a cheque in the post (and hope that you get it)?

 

[Dan_Kesher]

Are these one off jobs? Or do your clients call regularly?

 

For the contract stuff, GoCardless will allow you to set up Direct Debits easily enough on your web site.

For the Ad Hoc stuff, you need to get the customer to 'purchase' some credits before you actually do the work. This can be done via your Website easily enough.

Whilst the vast majority of people will pay after the fact, you will definitely spend time chasing a select few who just won't pay afterwards.

If you don't want to do it through your site, then agree the price, and send them a Paypal Invoice or the likes, before commencing.

 

[Jaytag Computer]

This might not help much, but as we deal mainly with the same business customers over and over, we invoice them per 30m of support time after the fact.

For new customers, we usually arrange a site visit (as long as they are nearby!) or if remote support really is the way to go, we get all the customer details, run a quick 'credit check' (duedil, visit their website etc.)

We don't do b2c/home support, so that does simplify things a little.

Have you considered something like crossloop? http://www.crossloop.com/index.jsp

 

[InternetMarketingPlatinum]

Either monthly retainer or monthly retainer plus standard rate or standard rate. Also might depend on what you're doing in that time...what's the value?

 

[HarveyIT]

Would be for both one-off and regular clients. Thankyou for your responses, I will have a look into the available options you've highlighted.