Charge for IT support

We charge on an hourly basis for any connectivity support beyond the first 6 months of a system being installed.  We have tested a program where clients can have it included in their contract but have received little interest in that.

Art,

 

      We charge an hourly rate for onsite, 1/2 that rate for remote support. We offer it as part of the Service Contract, as well as a separate block time (5, 10, or 20 Hours).

 

Vince

 

We charge for IT support, we sell it in block time agreements.  For hardware, we'll take care of anything that is related to the mfp device, if we find that the fix was not related to an issue with the mfp device, we will charge time and material for the fix. 

We had never charged for it after the sale until about 6 months ago due to people calling all the time for driver installs, scanning issues related to their internet etc.

We used to offer an optional network/it yearly agreement and people would decline and then start calling for help. We decided to send out, initially an opt-out to ever customer who had current devices, and after every sale send one out. We did it as an opt out due to the fact that customers would decline the option and start calling. We charge 20.00 per device per month and once we started doing it about 75% of the customers kept it and the other 25% if they want help pay $130.00 per hour fees. It is a nice revenue stream (thousands a month) and we make sure they know we will be there no matter the problem. It has worked well for us and is easy to manage.

Thanks for the replies. We will probably do an opt out as well (as opposed to an opt-in), and base the charge on a % of total m/a billing. This is not so much to increase rev., but to cover costs and get clients accustomed to paying for the service.

Yes I should have also mentioned that we didn't do it only for revenue either. Mostly so our IT techs were not running all over creation anymore and the costs associated with that.