IT Help Desk & Support
How to scope IT help desk and support services for your clients
IT help desk support is the backbone of managed IT services, but pricing it correctly can be challenging. You need to balance comprehensive support with sustainable pricing that works for businesses of all sizes.
The line item below shows you how to structure IT help desk proposals with per-user pricing. It demonstrates how to break down comprehensive IT support into clear, scalable components that help clients understand exactly what they're getting for each user. This is exactly the kind of structure you need to create managed IT proposals that scale with your clients' growth.
Sample Line Item
Breaking Down IT Help Desk Scoping
IT help desk services need to be comprehensive yet scalable. The key is providing consistent, high-quality support that grows with your client's team size while maintaining predictable costs and service levels.
Examples of What to Include
Here are the core components of effective IT help desk services. These elements work together to provide comprehensive technical support that keeps businesses running smoothly while being cost-effective and scalable.
Flexible service selection: Choose from our comprehensive menu of IT support services below. Each service is priced per user per month, allowing you to create a custom support package that fits your specific needs and budget.
Scalable pricing model: Pay only for the services and users you need. Add or remove services and adjust user counts as your business grows or changes requirements.
Professional service delivery: All services include professional setup, ongoing management, and regular reporting to ensure your IT support needs are met consistently and reliably.
Potential Upsells and Add-ons
Here are enhanced support services that can significantly improve response times and support quality. These upsells help clients get faster resolution and more comprehensive coverage while increasing your monthly recurring revenue.
Priority Support (1-hour response)
$25/user/monthGuaranteed rapid response for critical business issues
Priority support is essential for businesses where IT downtime directly impacts revenue. The 1-hour response guarantee provides peace of mind and demonstrates your commitment to their business continuity.
After-Hours Phone Support
$35/user/monthDirect phone access outside normal business hours
Many businesses operate beyond 9-5 hours or have critical systems that need attention outside normal hours. This service ensures they can reach you when they need help most, not just when it's convenient.
Monthly On-Site Support Hours
$40/user/monthIncluded on-site visits for hands-on technical support
Remote support can't solve everything. This provides budgeted on-site hours for hardware issues, network problems, or complex configurations that require physical presence at their location.
Limitations to Consider
These boundaries help prevent scope creep and clarify what's outside the core help desk support scope.
No hardware procurement: Support only, hardware purchases require separate coordination and approval.
No custom software development: Support for existing applications only, custom development requires separate scope.
No network infrastructure installation: Support and troubleshooting only, major infrastructure changes require separate project scope.
Business hours defined as 8 AM - 6 PM local time: After-hours support available as add-on service only.
Scalable IT support that grows with your clients
IT help desk support is the foundation of successful managed IT relationships. By providing consistent, reliable technical support that scales with your client's team size, you create predictable recurring revenue while ensuring their business operations run smoothly.
Use this line item as your foundation for scoping, pricing, and selling managed IT help desk services. The per-user pricing model ensures your costs scale appropriately while providing clients with transparent, predictable monthly expenses that grow with their team.
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