One of the first questions small businesses ask when considering professional IT support is:
How much will it cost?
Unfortunately, there isn't one meaningful price that applies to every business.
The cost depends on how many people and devices need support, what technology you use, the level of security required and how much responsibility you want your IT provider to take.
Understanding the different pricing models makes comparing providers much easier.
Break/fix IT support
The traditional approach is to pay when something goes wrong.
You might pay an hourly rate, call-out charge or fixed fee for a particular problem.
For a very small business with minimal IT requirements, this can appear inexpensive.
The disadvantage is unpredictability.
A quiet month might cost almost nothing. A major problem, failed server or complicated Microsoft 365 issue could create a significant unexpected bill.
More importantly, break/fix IT is generally reactive.
The relationship starts when something has already gone wrong.
Managed IT support
Managed IT normally uses a recurring monthly fee.
This might be calculated:
per user;
per device;
per site;
using a fixed monthly agreement; or
through a combination of these.
Instead of buying individual repairs, you are paying for ongoing management and support of an agreed technology environment.
What affects the price?
Number of users
A ten-person company generally creates more support and administration than a three-person company.
This is why per-user pricing is common.
Number and type of devices
Laptops, desktops, servers, mobile devices and specialist equipment can all affect the amount of management required.
Cybersecurity
Basic antivirus is very different from a broader managed security service involving endpoint protection, identity security, monitoring and additional controls.
Microsoft 365
Administration, user management, security configuration and licensing can all form part of the service.
Backups
The type and volume of data being protected affects cost.
Networks and locations
Managing one small office is different from supporting several sites with firewalls, switches and multiple wireless access points.
Support expectations
Businesses requiring extended-hours support or very aggressive response targets should expect to pay more than organisations requiring standard business-hours support.
Don't compare IT providers on price alone
Two providers charging different amounts per user may not be providing comparable services.
Ask:
What is actually included?
Does the price include security? Backups? Microsoft 365 administration? Network management? User onboarding?
And equally importantly:
What isn't included?
Large projects, migrations, new installations and major changes may reasonably be charged separately.
Think about the cost of unmanaged IT too
The cheapest IT support arrangement isn't necessarily the lowest-cost option.
Technology problems create indirect costs:
employees unable to work;
management time lost troubleshooting;
repeated technical problems;
security incidents;
poor onboarding;
unreliable Wi-Fi;
failed backups;
delayed projects.
The appropriate question therefore isn't simply:
"What does IT support cost?"
It is:
"What level of IT management does our business need, and what is the most efficient way to provide it?"
Predictable IT for growing businesses
RC IT Services is developing managed IT packages designed around the requirements of small and growing businesses.
The aim is to provide clear monthly services with defined responsibilities, rather than leaving businesses dependent on unpredictable reactive support.
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