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Old 05-05-2009, 03:55 AM
Majestic Majestic is offline
 
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Arrow How to properly price REMOTE Support?

Hi all..

Have a dilemma here. Sometimes I get calls from clients that require tech support that are can be fairly short. We're talking 15 - 25 minutes. Sometimes it's only 10 minutes.

Anyway I charge $50/hr in my area. Minimum one hour.

I have companies that sometimes call me and I have previous (outstanding) bills from them I have yet to send out. So now they call me and I get a 20 minute call.

Do I charge that pro-rated (as in in 15 minute increments according to a $50/hr rate) or consider the new issue a new call and charge the minimum which is $50 for the 15 minutes? (vs $12.50 for 15 minutes).

I'm trying to figure it out what is fair to them and fair to me..

Majestic
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Old 05-05-2009, 04:13 AM
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I would say if it's a different issue, then you charge then the $50 for a new call. It's like working on a clients computer that has 1 problem and them calling later saying they have a different problem. You'll start with a new bill.
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Old 05-05-2009, 04:20 AM
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I agree with dhrandy but I would prorate and bill them at the end of the month. I would
charge the accordingly based on new or existing issue.

Last edited by frostbyte5014; 05-05-2009 at 04:24 AM.
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Old 05-05-2009, 04:23 AM
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Quote:
Originally Posted by frostbyte5014 View Post
I would prorate and bill them at the end of the month.
Agreed.
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Old 05-05-2009, 04:24 AM
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If its the same company, you may want to talk them into a service contract. Have them pay up front for so many hours of support and start the timer when they call. Give them some incentive to go for it like perhaps tell them if the call stays under half an hour, you'll bill them 15 mins. But you will be a winner in this also because there will be much less chasing paper around and worrying about billing them every time they call. Then whe it gets down to where they only have 1-2 hours left on their contract, start letting them know its almost time to renew.

Last edited by anonymous Mac Tech; 05-05-2009 at 04:28 AM.
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Old 05-05-2009, 02:09 PM
Majestic Majestic is offline
 
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Ahh! It's very clear to me now.

I'll be charging them the full $50 for any new issues and any old issues will be pro-rated. Past that I will be pushing maintenance contracts more aggressively as it will give further justification to them.

Thanks DHRandy, FrostByte and AnonMac

I really needed to see it from other perspectives.

Majestic
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Old 05-05-2009, 06:00 PM
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The last company that I worked they charged $125.00 per hour. For remote work they would create it down to 15 min increments.

We would discourage home users because after 2 hours they would they almost buy a new pc. The rate was for busineses. It would not matter it it was a new issue or old issue. At the end of the month they would get a bill with the dates, amount of time spent resolving each call and notes on the issue. We had contracts with them so we were their IT support and would call regularly.

For clients that would call occasionally and did not have a contract we would still follow the same from what I remember whether is was on site or remote support the time was paid on 15 minutes increments

So $125.00 would be $31.xx if they had a contract it would be $15 cheaper per the hour.
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Old 05-05-2009, 06:02 PM
Majestic Majestic is offline
 
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Quote:
Originally Posted by LunchBox View Post
The last company that I worked they charged $125.00 per hour. For remote work they would create it down to 15 min increments.

We would discourage home users because after 2 hours they would they almost buy a new pc. The rate was for busineses. It would not matter it it was a new issue or old issue. At the end of the month they would get a bill with the dates, amount of time spent resolving each call and notes on the issue. We had contracts with them so we were their IT support and would call regularly.

For clients that would call occasionally and did not have a contract we would still follow the same from what I remember whether is was on site or remote support the time was paid on 15 minutes increments

So $125.00 would be $31.xx if they had a contract it would be $15 cheaper per the hour.
Hi Lunchbox..

At $125/hr that might make some sense. But at $50/hr 12.50 does not make sense. I get what you're saying though...

Majestic
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Old 07-05-2009, 10:50 PM
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I think that a flat rate is pretty fair for remote support considering you could run multiple session at the same time. I find I am able to hold more customers with a flat rate. Thoughts?
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Old 07-09-2009, 02:31 AM
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Default New to group but here's my experience ...

Most of my customers are on continuing services agreements and the cost for remote support per month varies by customer. For occasional customers I charge $35/half hour (minimum charge) for each new issue. My experience (and records) show that the majority of my remote support calls take between 15 to 20 minutes to resolve. And by the way these calls are really software training issues and an opportunity to upsell! BTW, in todays economic environment I've been converting a significant number of clients to remote support!
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