Hi Bill Well firstly I suppose I would say we do take a tiered approach similar to yourself, but each project is assessed individually. We rate our implementors and developers on the same pricing platform and given a currency rate of 1.6 and a 7.5 hour working day (whenever that happens on site I do not know [:D]) and we charge around $129.00 per hour. However we do offer discounted bundles and customers negotiate for projects and probably we never charge the $129.00 per hour! I would say we are not too dis-similar overall in our projected rates if that helps! From a support perspective I believe the norm in the US is to charge by the hour for an incident. But we offer an annual contract at a fixed price to cover teh annual maintenance fee and support time. It is not the culture over here to charge for each call I am afraid. To combat this the time used is assesed in the renogotiation of the subsequent years contracts, so if they use lots in 2003 we would mark it up and argue the price rise with the data on usage, if they are unwlling to pay this then we (try to) insist on the training they have been avoiding by using the support line as a crutch for training. but again each case is assessed, some are easy, some complicated - I would rather we moved to a per incident basis (we have one customer who has chosen this route - but they are unusual). With regards to Erik’s argument regarding the value of the person I would agree. However coming from an implementation background those customers that have a needs analysis so the consultants get to understand the business without the software do get a higher quality consultant as the decisions and opinions are based upon gathered knowledge. Yes companies charge for this, but generally this can be taken off the sale price of the software, so the net affect is zero. I would argue in the SME market this is affected by the size of the business and the cultural attitudes of the business (please remember the SME market in the UK is different statistically and economically in the UK than in the US) - but I know personnally I am worth more to them the more I understand their business. I think one thing I pride myself in is irrelevant to the information given and the hourly rate, whoever the customer I will do the best job I possibly can for them, as it is a good feeling get a site in, working and happy. A happy customer is always easier to work with then an unhappy one.