MSP Price Sheet

[fencepost]

For your "no plan" option, I'd make your on-site minimum at least half an hour. For your cheap plan, I'd make the on-site rate $80/hour instead of 60, and frankly at a 15-minute minimum I'd raise both prices to $80, or put a half-hour minimum (possibly with a 45 minute or 1 hour minimum for no-plan customers). My reasoning is that $60/hr with a 15 minute minimum and 20 minutes each way door to door means that for those customers you're making $15/hour anytime you have to go onsite, and that's time that you can't be working several things at once in the shop.

Possibly one incentive for the plans would be to make the minimum time for remote support in 10-minute increments, or a 10 minute minimum then 5 minute billing. You want them to prefer remote, because it lets you eliminate the travel time that can easily be as much of your day as actual billable work.

 

[Dean2]

Sleeping on this pricing chart for the night.

I know you TechNibblers hate my Data backup/recovery price. So lets ignore that. The OS reinstall does not include the key (bloody duh).

red = not offered
Yellow = costs money
Green = free

View attachment 7062

I need your opinions.

I think your prices for phone and remote support need to be cheaper then On Site services. If it was me wanting your service I would request onsite because the charge is the same

 

[fencepost]

I think it's OK to have the same rate, but have different minimum time charges for on-site and remote. With remote, I can bop right in, fix something, and be done. With on-site, I need to either have a travel charge, a minimum time onsite, or both. If you do have a travel charge, probably have a policy of waiving it if the time onsite is above a certain number - 1 hour, 2 hours, what makes sense will vary by your service area size, etc.

 

[James Scremin]

Some feedback for managed services.

The most important part of delivering effective managed services for your business and your clients is standards. The most profitable and fast growing MSP's are highly disciplined on standards - they have a standard brand and model of workstations, servers, OS versions, routers, switches, AV, backup, etc, etc. The more standard the entire system is the more refined your setup and maintenance is and then the less problems your customer has and the less calls you get. Managed services is mainly about reducing down time for businesses as that is their highest cost or opportunity cost. Need to understand it to communicate it effectively but when you do, the conversations with these customers is on a different level and so is the business relationship.

Make sure you push this more than anything else - the options you provide is to them a choice between cost and risk.

Don't push "free" with on-site. Your services are very valuable and you don't want them thinking it is cheap by being free. Tell them it is "included" along with a business technology review in your platinum package - this process allows you to understand the business at a deeper level, ensure they have the right infrastructure in place now and in the future and means what you deliver is highly valued.

 

[GTP]

Don't push "free" with on-site. Your services are very valuable and you don't want them thinking it is cheap by being free. Tell them it is "included" along with a business technology review in your platinum package - this process allows you to understand the business at a deeper level, ensure they have the right infrastructure in place now and in the future and means what you deliver is highly valued.

This is excellent. Thanks for posting!

 

[masseym]

Thank you for posting this info. Makes me feel better doing mine a well.

 

[dtm4336]

Thanks for this, very helpful for me getting started in the transition to MSP.

 

[YeOldeStonecat]

Just my thoughts on "posting fixed prices"...you'll have potential clients trying to hold you to that..and suppose these potential clients have additional things that would drive up those costs.
*What if they're a client that needs HIPAA/DFARs/etc additional monitoring?
*What is it's a client with lots of complex software on their servers and very tiny, super early in the morning only windows of maintenance?
*What if it's a client with a bunch of old motherboard of the month club cloner PCs and Linksys range pizza tech class unmanaged network hardware?
*What if it's a client that expects after 5pm support..and including from home..remote users/road warriors?
*What if it's a client that runs outdated software? Old versions of Windows? Old no longer supported software?
*If they run cheap backup
*If they want you to support their smart phones too...but no mobile device manager?

think about things that cause you extra time and pain...when it comes to MSP, the LESS time you spend supporting clients, the more profitable they are. If they expect you to answer a phone call after 5pm, or some hour during the weekend, are you charging extra? You want everything to be as easy as possible for you. The Best backup, ones you TRUST. Any/all services able to be put into your centrally managed MSP stack, so you can manage their network, manage their antivirus, manage their updates, manage their firewall, manage their domain registrar/DNS, etc etc.

I use prices as a starting point for me...and I work the quote up, or down, from there..depending upon things like answers to the above questions...and a lot more.

 

[digitalonesource]

I am new to forum and looking at different msp tier plan offerings. Has anyone tried bundling hardware as well as the other msp offerings into a monthly plan with a 36 month contract as an example? What are your thoughts on structuring al-a-carte plans that also include office 365 and each of the msp offerings in an excel type file?

 

[roborobs computer repair]

What are your thoughts on structuring al-a-carte plans that also include office 365 and each of the msp offerings in an excel type file?

I actually was thinking the same thing. Why not offer O365 in your top teir included. If you are charging $100 per workstation it would cost you roughly $12.50 per device to include O365 at their top plan. That still leaves you getting $87.50 per device of course this isn't including your cost for RMM and other software. I wonder what other's opinions on this are.?

 

[digitalonesource]

Rob. Thanks.....since there is no money in the pricing of office 365 per se, I figured that per user pricing model may work with the different tiers and levels of Office 365, same with offering BDR. Your thoughts

Thanks

Mike

 

[fencepost]

If you're considering doing that kind of selling, you absolutely also need to be getting in with Pax8 or similar - you'll get better-than-retail pricing and I believe do it without the annual commitment requirement (it's $15/month normally if you're monthly commitment).

 

[cyabro]

Don’t forget to include some sort of office 365 backup solution which you can mark up as much as you like.

 

[BrianM]

Thank you for this thread. Now I don't feel so behind. I'm just now trying to convert more to MSP over break/fix. I need to find a cloud backup solution to resell.

 

[fencepost]

Cloudberrylab/MSP360 is a fairly common one that's sometimes considered to be at the lower-end, but there are a bunch of other competitors out there.

From what I see Veeam is pretty much the dominant player in the midrange these days. Storagecraft Shadowprotect used to be a popular option, but seems to have dropped off a lot in the last few years. I thought it was due to a merger/buyout, but I didn't really find a lot of info about it.

At the high end you'll find Datto, with what's supposed to be excellent service, support to help you spin up client backups as VMs in the cloud with a VPN back to their site if required, etc. They're expensive (both your price and what you charge the client for them) but provide some hand-holding and capabilities that you can build with the others but would need to build. Technology-wise I think they started from Shadowprotect, but that was a long time ago.

 

[BrianM]

Thanks @fencepost
I'll check out MSP360. I'm also checking out Magnus Box.

 

[roborobs computer repair]

I actually was thinking the same thing. Why not offer O365 in your top teir included. If you are charging $100 per workstation it would cost you roughly $12.50 per device to include O365 at their top plan. That still leaves you getting $87.50 per device of course this isn't including your cost for RMM and other software. I wonder what other's opinions on this are.?

I don't know why I just saw your response but doing multi teir pricing with O365 could work. especially for those who may not need email setup such as if you offered it for you residential MSP clients who have personal email providers such as verizon or hotmail.

 

[Your PCMD]

One thing I have learned doing MSP for the past years is that doing anything for free is losing money. Case in point, free remote support or anything unlimited. I used to do that, but there comes a point in time that you realize you're losing so much revenue by doing that.

Spoiler: An example of my own Premium plan

SECURITY & PROTECTION

• Managed Antivirus & Licensing
• Virus & Ransomware Protection
• File Guard & Surf Protection
• Virus Definition & Program Updates
• Ad Block Browser Protection 1
• FREE Remote Virus Remediation 2

PROACTIVE MAINTENANCE

• 24x7 Monitoring of Antivirus
• 24x7 Monitoring of Workstations & Laptops
• 24x7 Monitoring of Windows Servers *
• Hourly checks of key system metrics
• Proactive Maintenance
• Microsoft Updates and Patch Management
• Common 3rd Party Patch Management
• Network Resource Monitoring
• Automatic Problem Resolution

ON-DEMAND SUPPORT

• Critical Response Time: Same Day
• Non-critical Response Time: Same Day
• Limited FREE Remote Support 4
• Limited FREE On-Site Support 4
• Outside Business Hours Support 5

STAY PROTECTED AND GET SUPPORT

• Unlimited Phone Support
• Email Support for all standard issues
• Unlimited Help Desk Support

NETWORK SUPPORT

• 24x7 Remote Network Monitoring
• DNS Security Configured Router
• Managed Router Services
• Managed Firewall Security
• Networked Printer Support

ADDITIONAL FEATURES

• Predictable Budgeting
• Scheduled General Maintenance: Bi-Annual
• Procurement Assistance
• System Review & Recommendations
• Additional Services Discount

I have had to change it up and add the following disclaimers due to the fact that I lost out over $16,000 last year because of free or unlimited.

Spoiler: Disclaimers

1 Limited to specific browsers.

2 On-site remediation will become subject to a surcharge. We reserve the right to assess a fee if we feel that this service is being abused.

3 Limited free remote is 1st 15 minutes free, normal rate thereafter. Normal on-site hourly rates apply if issue cannot be resolved remotely.

4 Limited free remote is 1st 30 minutes free, normal rate thereafter. Limited free onsite support is 1st hour free, normal hourly rate thereafter.

5 For emergencies only. Time and a half normal on-site hourly rates apply

 

[roborobs computer repair]

Yea - Onsite support and unless they are paying me out the wazzu isn't happening for "free". All onsite jobs are charged by the hour/project depending on what the need is. You can get burned VERY quickly with that bucket of worms. Especially for a small shop this could be detrimental as you are taking away from other clients by being onsite at this one. I may do a discounted onsite rate for premium clientele but no free teir.

 

[mmerry]

Nice to see some options and working on my own pricing scheme. Will take these into consideration and post my plan soon.