Business IT Support Contracts

[PhilD12345]

Hi

I'm in a partnership offering IT Support for local businesses, at the minute we just offer IT Support on an Ad-Hoc basis, so a customer calls up, we either go out onsite or sort the issue remotely, this works well but we want to look at offering contracts for some of our bigger customers, this will benefit them as well as us as we'll hopefully be able to take on another member of staff and they know exactly how much they will be spending each month. The issue is we don't really know what this figure should be and all other IT Support companies don't give an indication of what they charge on their website.

An example of one of our bigger customers is:

1x Windows Server (AD, Domain, Exchange email) - Onsite & Cloud backup
1x Fully managed Wired network
35x Windows 10 Desktop PCs
6x Laptops

Could someone give me an idea of what we should look at charging them?

I was thinking:

Windows Server - £50.00pm
Network - £50.00pm
PC - £25.00pm (Total £875.00pm)
Laptops - £25.00pm (Total £150pm)

Total - £1125pm

Does this sound about right? Too expensive? Too cheap?

 

[mattk]

I'd do it the other way around. On average how long do you spend supporting the above company? Then work out a daily rate and multiply it up.

So, if the above company requires four days support per month and you want a daily rate of £500, you'd charge £2,000 a month.

 

[Adam Dean]

Based on the IT estate you described I would say circa £1k pm is about right. You will need to ensure that the contract is water tight with SLA and KPI and clauses.

 

[jblz]

Server is a bit cheap IMO. What work will go into that on a monthly basis and what do you value your time at?

For £50 a month you'll presumably be monitoring, patching, deploying new packages, maintaining AD/mail, fixing when it goes wrong and everything in between.

I'd perhaps look to go in at £35/user and bundle in AV/DNS monitoring (etc), £100/per site/network and £100 per server but it really comes down to what is included in your support and how long it takes you.