Remote IT Support
How to scope remote IT support services
Remote IT support is one of the most cost-effective ways to provide comprehensive technical assistance, but pricing it correctly requires understanding both the scope of issues you'll handle and the response times clients expect. You need to balance accessibility with profitability.
The line item below shows you how to structure remote IT support proposals with clear service levels and response times. It demonstrates how to break down remote support into manageable components that help clients understand the value of professional remote assistance.
Sample Line Item
Breaking Down Remote IT Support Scoping
Remote IT support services need to be responsive and comprehensive while maintaining cost-effectiveness. The key is providing reliable remote assistance that resolves issues quickly without requiring expensive on-site visits.
Examples of What to Include
Here are the core components of effective remote IT support services. These elements work together to provide comprehensive technical assistance that keeps users productive and systems running smoothly.
Remote Troubleshooting & Resolution: Direct remote access to diagnose and resolve technical issues on computers, servers, and network devices with screen sharing and control.
Software Installation & Configuration: Remote installation and configuration of business software, updates, and security patches with minimal user disruption.
User Training & Support: Remote user training and support to help employees use technology more effectively and resolve common issues independently.
Potential Upsells and Add-ons
Here are enhanced remote support services that can significantly improve response times and support quality. These upsells help clients get faster resolution and better coverage while increasing your monthly recurring revenue.
Priority Response (1-hour SLA)
$50/user/monthGuaranteed 1-hour response for all support requests
Priority response ensures critical issues get immediate attention, minimizing productivity loss and demonstrating commitment to client success.
After-Hours Remote Support
$75/user/monthExtended support coverage outside business hours
After-hours support provides peace of mind for businesses that operate beyond standard hours or have critical systems that need attention.
Proactive System Maintenance
$40/user/monthRegular maintenance to prevent issues before they occur
Proactive maintenance reduces support tickets and improves system performance by addressing potential issues before they impact users.
Limitations to Consider
These boundaries help prevent scope creep and clarify what's outside the core remote IT support scope.
No on-site visits: Remote support only, on-site services require separate coordination and pricing.
No hardware repairs: Software and configuration support only, hardware repairs require separate scope.
No custom development: Standard software support only, custom application development requires separate scope.
Business hours coverage: Standard support during business hours only, extended hours available as add-on.
Efficient remote support that keeps users productive
Remote IT support is essential for maintaining productivity and resolving technical issues quickly and cost-effectively. By providing comprehensive remote assistance with clear response times and service levels, you create valuable recurring revenue while keeping your clients' teams productive.
Use this line item as your foundation for scoping, pricing, and selling remote IT support services. The per-user pricing model scales with team size while providing unlimited remote support that keeps technical issues from disrupting business operations.
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