IT Support Packages - what prices?

[colin1958]

Can anyone advise whether we have been quoted a good, bad or fair price for the monthly support of our IT products?

We have been quoted £100 for our server, £25 for each computer, £5 for each router, £5 for each mobile/iPad, £5 for each printer and £60 for backup.

The level of cover is described as Unlimited remote, email and telephone support and the first visit to site each month.

As this is going to cost us well over £1000 a month, I need to determine if this price is fair....

any comments / experiences and alternate prices other members may have been charged would be welcome.

Thanks

 

[Posilan]

Can anyone advise whether we have been quoted a good, bad or fair price for the monthly support of our IT products?

We have been quoted £100 for our server, £25 for each computer, £5 for each router, £5 for each mobile/iPad, £5 for each printer and £60 for backup.

The level of cover is described as Unlimited remote, email and telephone support and the first visit to site each month.

As this is going to cost us well over £1000 a month, I need to determine if this price is fair....

any comments / experiences and alternate prices other members may have been charged would be welcome.

Thanks

It's not *too* far out but there are things there that we don't charge on (printers, router etc) and it depends what the backup charge covers. We also reduce the PC support cost the more PC's that are covered and include unlimited onsite support if we can't fix the issue remotely.

If you want to compare for our pricing, we have an online instant tool to get an estimate:

http://www.posilan.com/services/support-quotation/

Steve

 

[Leo-InstallingIT]

As Steve has said, it might be a little high. But it does all come down to what you get at the end of the day.

Do you know how many machines you have?

We are the same, in that we don't charge for the printers and routers etc.

One of the key things with any IT support company is if you think you can work well with them. There is no point having something in place, but dread calling them.

I'm not sure where you are based, but more than happy to provide a quote even if it is just for comparison.

 

[ITsoldUK]

In this marketplace, price should be a starting point ONLY.

As with all things support, you may well pay for what you get.

Pop them on a trial before you commit, test drive if you like.

If they want your business I am sure they will comply.

 

[djwellis]

Hello.
I don't believe this to be a particularly incredible price. It's not far out, but considering you only get the first site visit per month free - I think it's a little steep.

Especially £60/month for backup - is that to maintain the backup equipment? Or is it for a fully-managed service - such as remote backup?

Either way, I'm fairly sure that there is better pricing out there.


I know a fair few IT companies that all charge around £40-£50 per server per month and around £10 per computer per month for unlimited remote support.


Obviously and like everyone else here I'd be happy to provide you a quote for the same. Do call up if you'd like to chat over it - or if you'd just like another opinion.

 

[internetspaceships]

That's just for software cover or did I misread and hardware cover is included too?

 

[ITsoldUK]

That's just for software cover or did I misread and hardware cover is included too?

I assumed it was just for software too...

OP can you clarify?

ta

 

[Paul_Rosser]

Do you have any SLA's for any of the support ? For example if your server stops working will they have an engineer out within 4 hours ?

Also what is the cost after you have used up your first free visit ?

 

[internetspaceships]

I thought he said it was remote support Paul?

Ah no I read it all properly now. Sorry Paul. They do onsite cover including the first visit. Mind you it does seem a little ambiguous.

 

[Paul_Rosser]

He said it was unlimited phone/remote support and the first site visit being free each month.

If they are charging a support fee for their routers (assuming there is only one so no load balancing etc) and that goes then remote support won't be much help.

 

[internetspaceships]

Aye Paul I think I was editing my post as you were typing Sir.

 

[Paul_Rosser]

I thought he said it was remote support Paul?

Ah no I read it all properly now. Sorry Paul. They do onsite cover including the first visit. Mind you it does seem a little ambiguous.

No worries, as with a lot of posts on here they are a bit ambiguous. To be able to answer if it's a good price would need to look at what exactly is covered, the SLA's, price of extras etc

 

[AndyPenman]

Colin, although I think that the Per Device prices are within the range for the current market I think you may not be getting a good return from the Customer Service side of this. For 1000 gbp per month any customer of mine would be looking what you are being offered plus, unlimited on site support for each device covered (and a greatly reduced rate for those that were not covered under the arrangement), off site secure backup hosting as well as back up management, 24 hour real time monitoring and ticketing system. AV management, firewall management and reduced prices on any SAAS like Office 365.

 

[Paul_Rosser]

Sounds like you need to shop around a bit, ask the current firm for a breakdown of exactly what is covered, what isn't covered, how much extras cost etc and then shop around a bit.

Sure if you can post all the information people on here will be able to advise on a 'like for like' basis and will give you a much better idea if the quote is excessive.

PM me if you like and I'll provide a list of what you need to ask them with regards of the cover.

 

[3 MORE YEARS]

Hi Colin,

Can you let us know if "non-maintenance" work is included?

Also, is expansion and changes included? How many user network?

 

[RelyOnIT]

there is always someone that'll do it cheaper. It really depends on what you want from them. If you want a 'personal IT service' then be prepared to pay more. If you don't mind speaking to different engineers and the possibility of having to repeat yourself when things go wrong, then look for something cheaper. It's swings and roundabouts.

Our clients prefer the personal service hence we have a 100% customer retention record. I think this speaks volumes in the competitive IT market

 

[cart-com]

It all depends on the area you are in as well as whats included in the price.!

 

[DarrenMcCabe]

Colin I think the consensus here is:

1) They are not robbing you blind, but they are not the cheapest
2) You will always find cheaper, but sometimes they are cheap for a reason
3) Put them on a trial and get some referee's for them

If you're Yorkshire based, we would gladly give you a comparison quote drop me a PM with your number

 

[frida_adams]

It should be bit more. As if you are providing services at low cost. its not worth. so make some changes. that would be better for you.

 

[cava83]

As stated, they are not the cheapest, but not the most expensive.

You can always get things cheaper (even wives ) however, it doesn't mean they are any better.

Maybe speak to other providers such as Tech Monkeys, put them on a trial and see from there.

A tech company, from my point of view, should not only be there to help you when you are in trouble, but also avoid issues from happening and just being there to ask questions when possible. Nothing better than nice friendly IT chaps that don't load you up with utter geekyness (even though they will find it very hard to resist )

Good luck,

G.