[nycbug-talk] FreeBSD (and Linux) Support Contracts
matt at atopia.net
Sat Nov 24 19:01:47 EST 2012
We have a few clients we do either:
* FreeBSD Systems Administration
* Linux Systems Administration
* Database Support/Services
... through our LLC.
Many of our clients have requested support contracts lately (as in, a flat
monthly fee for a certain level of offering and retainer).
In the past, I've just done an hourly minimum per month to cover the
retainer portion (minimum: 10 hours per month), but many of my clients
aren't liking this option. They'd prefer a flat monthly fee and a few
different levels of support.
I'm trying to price out some contracts. I know I have some add-ons I'd
like to include (such as monthly reports on infrastructure,
recommendations, etc.) that make the support contract more worth-while
than just hourly consulting. However, some clients want 9 - 5 support,
while others want 24x7, and others want quick turn-around, while others
don't mind waiting a day or two. And the hardest part for me is
limitations... do I keep it at a maximum hours per month, or do I limit it
to a certain amount of issues (as in maxiumum 10 issues per month, each
issue taking no more than X hours).
Being a small business with limited resources, I can't really offer "24x7
support, unlimited issues" for a flat monthly fee... at least I don't
think I could. I may be able to price that out but it wouldn't be
What are other small businesses doing? I know many of you own consulting
shops. I'd be curious to know what's working for others.
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