The common pricing models
Managed IT providers usually price ongoing support in one of four ways. Many combine them.
- Per user, per month: one price for each person, covering their devices, accounts, and help desk requests. Easy to budget as you hire.
- Per device, per month: priced by the number of computers, servers, and network devices managed. Common where several people share machines.
- Block hours: you prepay a bank of support hours and draw them down. Useful for small offices with light, unpredictable needs.
- Project pricing: a fixed quote for a defined job, such as an office move, an email migration, or a new website.
Software licenses, like Microsoft 365, endpoint protection, or backup storage, are often billed separately or passed through at cost. Ask which way your provider does it.
What a support plan should include
Two plans at the same price can cover very different things. A solid plan for a small business usually includes:
- A help desk your team can reach by phone, email, or a ticket portal, with defined response times
- Monitoring and patching for computers and servers
- Endpoint protection on every managed device
- Microsoft 365 or Google Workspace administration: new users, departures, shared mailboxes, permissions
- Backup monitoring, with restores tested on a schedule
- Documentation of your systems, accounts, and vendors that you can access
- Regular reviews of what's aging, what's at risk, and what to budget for next
What drives the cost
- Number of people and devices, including laptops people take home
- Servers and special equipment, such as a local file server, imaging systems, or shop-floor machines
- Compliance needs, such as HIPAA technical safeguards or documentation for an insurer
- On-site expectations: how often someone needs to physically come in
- How much cleanup is needed first. Untangling years of shared passwords and unknown admin accounts is usually a one-time project before ongoing support starts.
Questions to ask before you sign
- What exactly is included, and what is billed as extra work?
- How do we reach you, and how fast do you respond to urgent issues?
- Who holds the admin passwords, and do we get a copy?
- How do you know our backups work?
- What happens to our documentation and access if we leave?
- Is there a minimum term or a cancellation fee?
A good provider answers all six in writing before you commit. If the answer to “who holds the admin passwords” isn't “you do, too”, keep looking.
How we price it
We start with a technology checkup: a look at your devices, accounts, backups, and network. Then you get a written proposal that separates any one-time cleanup from the ongoing monthly support, so you can see exactly what you're paying for.