Rates for 24/7 support

What are you solution centers charging for 24/7 support ? Do you charge a monthly flat rate ? Edited by - SNielsen on 2001 Apr 27 06:13:07

In the past, we have charge a $100/hr premium with a 1 hour minimum for 7/24 hour suport. So if the consultant’s regular hourly rate is $175/hr, the rate for 24 hours support is $275/hr. The consultant gets to keep the extra $100/hr as a bonus. Only one client insisted on this and did not complain about the rate. Jim Hollcraft NCSD, NCSP, MCSE, CNE, MCP, MST aka Skater http://drilldot.com Unauthorized Navision News

Is it common that your company are giving 7/24 support? We have raised that question some times, but don’t found it necessary. But with the new E-solution who should run 7/24, do we have to offer 7/24 support? What’s your company’s opinion? Per.Bay@navigera.com Product Manager www.navigera.com

In some industries, i.e. retail and resturants, 24/7 support is a very important factor when you sell.

quote:


Originally posted by Jim Hollcraft: In the past, we have charge a $100/hr premium with a 1 hour minimum for 7/24 hour suport. So if the consultant’s regular hourly rate is $175/hr, the rate for 24 hours support is $275/hr. The consultant gets to keep the extra $100/hr as a bonus. Only one client insisted on this and did not complain about the rate.


That’s a good deal to prevent unhappy consultants. But do you let everyone of your customers call the consultants (do they call one specific or just their own contact?) on these rates or don’t you have a standard (evt. flat fee) rate that they pay to be allowed to use your 24/7 support? Best regards, Erik P. Ernst, webmaster Navision Online User Group

When we did this, we also charged an extra percentage for “access” to the 7 x 24 support. Then we had a person assigned to dispatch. That person had to carry a pager/cell phone all the time and received a bonus just for being available to dispatch. So only one customer could do this. Not just any customer. Jim Hollcraft NCSD, NCSP, MCSE, CNE, MCP, MST aka Skater http://drilldot.com Unauthorized Navision News